Reservations Supervisor

AccorHotel•Wailea-Makena, HI

1d•Onsite

About The Position

All guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. As a Reservations Supervisor, you will be responsible for effectively coordinating all hotel room requirements including, but not limited to group business, wholesale partners, direct leisure guests, billing, VIP’s and special requests to ensure our guests feel valued.

Requirements

Must be able to speak, read, write and understand the English language.
Requires effective communication skills, both verbal and written.
Must be able to read and write to facilitate the communication process.
Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
Must possess basic computational ability.
Must possess computer skills, including, but not limited to, Microsoft applications, CRS and Opera Cloud systems
Must be able to multi-task and be detail-oriented in a fast paced, high volume environment.
Must possess a problem-solving mindset: be able to anticipate, prevent, and identify area of opportunities and resolve them as necessary
Must have ability to work independently and to prioritize or seek clarification in prioritizing work assignments.
Maintain a professional working environment, attitude and appearance.
Must possess outstanding Sales and Guest service skills
Must possess knowledge of Group Reservations and Wholesale market segments
Must maintain sanitation procedures as directed.
Must have manual dexterity to be able to operate office equipment such as computers, printers, photocopiers, FAX machines, multi-line touch tone phone, and other office equipment as needed.
High School diploma (or equivalent) and/or vocational training
Minimum of 2 years Reservations and/or Front Office experience required
All Candidates must be in possession of identification proving authorization to work in the United States as defined in the Immigration Reform and Control Act of 1986 (IRCA).
This Position does not offer sponsorship of Work Visas.

Nice To Haves

Experience with Opera (Cloud and CRS) and Passkey Cvent is highly preferred
Reservations and/or Front Office supervisory experience preferred
Not applicable.

Responsibilities

Respond to all reservation requests and guest communications (via telephone, multiple email accounts, and extranet) in a courteous, efficient, professional, and friendly manner in adherence to Fairmont Hotels & Resorts standards
Assist Reservations Manager in monitoring the day-to-day operations and scheduling
Provide supervision, motivation, training, and support to the Reservations team colleagues
Update team on all rates, promotions, packages and corporate programs
Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
Work with team to achieve EES, LQA and VOG and build action plans to attain goals
Assist in preparing daily, weekly and monthly reports and test calls
Ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
Coach the agents in areas of up selling, cross-selling and ongoing skill set knowledge
Inspire agents to achieve maximum revenue potential while maintaining consistently high service standards
Have full knowledge of the resort and venues
Promote and enforce health and safety awareness as well as to have a complete understanding of the emergency procedures.
Actively participate in monthly departmental meetings.
Lead by example in demonstrating high levels of guest service, teamwork, and stepping out of the box where possible
Assist with Transient Reservation, Group Reservation, and Wholesale Reservation areas where needed
Assist with groups in the absence of the Group Reservations Manager, as needed
Maintain and update Group Blocks to ensure accuracy and inventory management, running weekly Group Pickup Meeting
Assist with Passkey setup and inquiries, enabling groups as needed and ensuring all entered information is accurate and discrepancies are corrected
Liaise with Conference Services and Catering Team and group contacts to ensure accuracy of rooming lists and billing instructions
Review group resumes each week and double-check VIP/staff reservations (rate, room type, billing, etc.) in PMS for accuracy
Attend Pre-Con meetings when requested
Actively participate and promote the Fairmont Kea Lani, Maui’s environmental program and department-specific initiatives in working towards sustainable operations
Contribute to the improvement of the operation by contributing ideas, making suggestions and actively participate in departmental briefings.
Work with other departments to complete necessary tasks
Check with Reservation Manager before leaving shift.
Bring any concerns to the attention of the Manager On Duty (Reservation Manager or Group Reservation Manager)
Additional duties as necessary and assigned.

Benefits

Medical, Vision and Dental
Basic life insurance
TDI and Long-Term Disability for regular Full-time and Part-time employees
Flexible spending account (FSA)
401(k) retirement savings plan and matching program
Paid Vacation, holidays, personal and sick days
Food & Beverage, Spa and on property specific discounts (venue and property specific discounts may vary)
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Employee Activities