Reservations Supervisor
Highgate Hotels
- New Orleans, LA
- Permanent
- Full-time
- Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily.
- Follows the Revenue Strategy program according to SOP.
- Review arrivals report and daily reports to ensure accuracy.
- Be completely competent in all PMS functions used by Reservations.
- Monitor competitors for occupancy and rate, and recommend changes based on findings.
- Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers.
- Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts.
- Ensure timely processing of travel agent checks.
- Monitor and balance room type inventory.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Assist in preparation of monthly revenue and occupancy forecasting.
- Know the hotel’s rate quoting standards.
- Follow and enforce all hotel credit policies.
- Understand and follow Revenue Strategy restrictions.
- Be familiar with all rate programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing programs.
- Assist and Support Group Rooms Coordinator and be familiar with future group blocks.
- Main contact for all transient guests regarding current or past reservations.
- Monitor and reconcile 3rd Party reservations.
- Handle all guest communications on 3rd Party sites.
- Send and monitor Credit Card Authorizations and ensure reservations have been updated.
- Participate in Monthly Credit meetings
- Resolve outstanding balances for past reservations.
- Communicate availability/close outs to wholesalers.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc.
- A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field required.
- Previous supervisory experience preferred.
- Must be proficient in Windows and company approved spreadsheets and word processing.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.