Reservations Supervisor

Your day to day 

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers.
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues. 
• Train colleagues to make sure they deliver with compliance and to the standards we expect. 
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team. 
• Recommend or initiate any HR-related actions where needed. 
• In the absence of the Reservations Manager, conduct shift briefings to ensure hotel activities and operational requirements are known. 
• Supervise and monitor Reservations team, ensure the team follows grooming standard and hotel policy. 
• Works with superior on manpower planning and management needs. 
• Works with superior in the preparation and management of the Department’s budget.

Financial 

• Support the Reservations Manager in budget tracking and departmental goal execution. 
• Promote the Hotel’s (and IHG generally) products and services.
• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques. 
• Support execution of approved action plans to increase reservation sales.
• Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge. 
• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks.
• Attend groups meeting with Sales and Operation teams. 
• Manage allotments for Wholesales FIT. 
• Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.). 

• Monitor upselling target and encourage team to yield more revenue.

   

Guest Experience 

• Maintain a high level of product and service knowledge about all IHG Hotels in your region. Promote the Hotel’s (and IHG generally) products and services. 
• Accept and follow up wait list reservations. 
• Develop and maintain a regular pattern of sales calls. 
• Record and process reservations made by phone/fax/email. Monitor extranets of OTAs and TAs. Maintain knowledge of special rates/ offers/ promotions. 
• Ensure arrivals/ VIP bookings must be checked carefully and well prepared prior to check in.

Responsible Business 

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety. 
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done