Reservations Supervisor

AccorHotel•Miami Beach, FL

About The Position

Under the general guidance of the Reservations Manager, the Reservations Supervisor oversees Luxury and Lifestyle reservations and the guest booking experience, including voice sales. The role supports the property in strengthening relationships with guests, travel agents, and third parties in accordance with Delano’s culture. The Supervisor follows Forbes Five Star call standards in every interaction and is responsible for meeting or exceeding the call standards set by Forbes and Delano. The position handles reservation requests and related correspondence, maintains knowledge of hotel rates, promotions, room and meeting-room layouts, availability, packages, resort operations, and spa services, and works with sales and operational managers. It also supports daily reservations operations, interdepartmental relationships, and weekend third-party reservations.

Requirements

Previous reservation experience.
Good communication skills.
Customer-service orientation.
Computer skills.
Flexible schedule.
Ability to work seated for at least eight hours per day.
Ability to speak and hear clearly to communicate with potential guests by phone.
Ability to pull and lift packages requiring at least 40 pounds of force.
Depth perception and balance sufficient for overall performance and ability to work with computers.

Nice To Haves

Hospitality degree preferred.
Multilingual skills preferred.

Responsibilities

Process travel agent commissions.
Process group requests and block reservations.
Process reservation requests for the company’s hotels, restaurants, and nightlife.
Serve as a liaison between the sales manager and operational managers.
Answer phone calls promptly and courteously in accordance with Forbes and Delano standards.
Maintain knowledge of current rates, marketing specials, resort operations, and other information needed to answer guest inquiries.
Know the hotel layouts, including room types, suites, and meeting rooms.
Monitor hotel selling status and availability, and identify upsell opportunities.
Maintain knowledge of special rates and packages and the benefits included with each.
Collect all required information from guests when making reservations.
Follow reservation policies regarding guarantees, cancellations, and no-shows, and clearly communicate them to guests.
Follow up on guest and colleague requests to help ensure satisfaction in a friendly and professional manner.
Handle daily correspondence, respond to inquiries, make reservations as needed, and maintain correspondence through the reservations inbox.
Follow hotel and Reservations department rules and regulations.
Participate in departmental meetings and assist with developing daily operations and the overall Reservations department and related areas.
Build positive relationships with other departments and understand how they relate to Reservations.
Maintain knowledge of spa services, including basic treatments and rates, to answer guest inquiries.
Assist with entering weekend third-party reservations, including internet and wholesale bookings.