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.
• Minimum of 2 years Reservations and/or Front Office experience required
• High School diploma (or equivalent) and/or vocational training

Nice To Haves

• Experience with Opera (Cloud and CRS) and Passkey Cvent is highly preferred
• Reservations and/or Front Office supervisory experience preferred

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)

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)
• Wellness Offerings
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED