Reservation Supervisor
About the job
Job title: Reservations Supervisor
Reports directly to: Operation Manager
Direct Reports: Operation Manager
Overall Job Purpose
- The reservations supervisor primarily supervises the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional and efficient manner.
- Achieving customer satisfaction and room revenue goals while taking guests through the booking process.
- Assists the revenue manager or front office manager with budgeting, forecasting.
Competencies
·Action orientated with a drive for results
·Strong written and verbal communication skills
·Excellent interpersonal and customer service skills
·Attention to detail
·Positive approach
Qualifications, Skills & Experience
·Fluent in both Italian and English. Knowledge of additional languages is a plus
·Strong understanding of reservations and revenue management
·Affinity with a more refined lifestyle
Candidate profile
Education and Experience
Minimum 3-year experience in similar role in comparable property with sizeable rooms and meeting spaces.
Preferred:
·Has demonstrated the ability to always work on behalf of Guests
·Has demonstrated the ability to work with other Team Members
·Successful track record of working in a collaborative/matrixed environment
·Ability to evaluate and identify business opportunities for a business
Principal Accountabilities
Managing Revenue Management Projects and Strategy
1.Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
2. Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
3.Determine revenue strategy, evaluates effectiveness and prepares historical and future analysis of revenue and profit opportunities.
4.Monitor the annual pricing process for transient, group and catering rooms, and function space.
5.Establish and maintain effective dynamic and rational pricing strategies for rooms and function space.
6.Develop and executes the hotel strategic plan.
7.Prepare sales strategy meeting agenda, monitors preparation of supporting documentation and leads property meetings.
8.Establish long-range objectives and specifies the strategies and actions to achieve them.
9.Work closely with Sales and Marketing for business opportunities and aims to increase profitability of the organization.
10.Manage room authorizations, rates and restrictions.
11.Utilize brand’s revenue management systems and tools to ensure that revenue and profit are maximized.
12.Prepare budgets for transient, group and catering.
13.Update market knowledge, aligns strategies, and approaches accordingly.
14.Serve as a demand expert for team members, GMs, and other stakeholders
15.Verify that sales strategies and rate restrictions are communicated, implemented and modified as market conditions fluctuate.
16.Promote and protects brand integrity and positioning.
17.Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
18.Attend meetings to plan, organize, prioritize, coordinate and manage activities and solutions.
19.Demonstrate knowledge of job-relevant issues, products, systems, and processes.
20.Explore opportunities that drive profit, create value for clients, and encourage innovation; challenges existing processes/systems/products to make improvements.
21.Think creatively and practically to develop, execute and implement new business plans.
22.Develop strategic action plans for management of property room and catering revenues.
23.Perform regular quality checks to verify strategies are implemented correctly and producing desired results, ensuring any gaps are identified and addressed.
Analyzing and Reporting Revenue Management Data
1.Analyze information, identifies current and potential problems and proposes solutions.
2.Analyze period end and other available systems data to identify trends, future need periods and obstacles to achieving goals.
3.Generate updates on transient segment each period and continually analyzes transient booking patterns.
4.Assist with account diagnostics process and validates conclusions.
5.Maintain accurate reservation system information.
6.Check distribution channels regularly for hotel positioning, information accuracy and competitor positioning.
7.Identify the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
8.Generate and provides accurate and timely results in the form of reports, presentations, etc.
9.Observe, receives, and otherwise obtains information from all relevant sources.
10.Submit reports in a timely manner, ensuring delivery deadlines.
11.Analyze weekly and monthly STR information to assist in analyzing past strategies; identifies areas needing improvement, identifies competitor set strengths, and develops strategies to best capture available Market Share.
12.Analyze STR information to assist in sales strategies and rate restrictions are communicated, implemented and modified as market conditions fluctuate.
13.Ensure Operation Teams are aware of current strategies and have the information needed to execute them (daily strategies, current day inventory management, and package inclusions).
Building Successful Relationships
1.Communicate brand initiatives, demand and market analysis to hotels/clusters/franchise partners/owners.
2.Communicate market direction to revenue management, sales, and marketing and hotel leaders.
3.Develop constructive and cooperative working relationships with others, and maintains them over time.
4.Develop and manages internal key stakeholder relationships.
5.Provide targeted and timely communication of results, achievements and challenges to the stakeholders.
Additional Responsibilities
1.Inform and/or update executives, peers and subordinates on relevant information in a timely manner.
2.Enter, transcribe, record, store, or maintain information in written or electronic form.
3.Work with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.
4.Demonstrate knowledge of job-relevant issues, products, systems, and processes.
5.Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Reports directly to: Operation Manager
Direct Reports: Operation Manager
Overall Job Purpose
- The reservations supervisor primarily supervises the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional and efficient manner.
- Achieving customer satisfaction and room revenue goals while taking guests through the booking process.
- Assists the revenue manager or front office manager with budgeting, forecasting.
Competencies
·Action orientated with a drive for results
·Strong written and verbal communication skills
·Excellent interpersonal and customer service skills
·Attention to detail
·Positive approach
Qualifications, Skills & Experience
·Fluent in both Italian and English. Knowledge of additional languages is a plus
·Strong understanding of reservations and revenue management
·Affinity with a more refined lifestyle
Candidate profile
Education and Experience
Minimum 3-year experience in similar role in comparable property with sizeable rooms and meeting spaces.
Preferred:
·Has demonstrated the ability to always work on behalf of Guests
·Has demonstrated the ability to work with other Team Members
·Successful track record of working in a collaborative/matrixed environment
·Ability to evaluate and identify business opportunities for a business
Principal Accountabilities
Managing Revenue Management Projects and Strategy
1.Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
2. Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
3.Determine revenue strategy, evaluates effectiveness and prepares historical and future analysis of revenue and profit opportunities.
4.Monitor the annual pricing process for transient, group and catering rooms, and function space.
5.Establish and maintain effective dynamic and rational pricing strategies for rooms and function space.
6.Develop and executes the hotel strategic plan.
7.Prepare sales strategy meeting agenda, monitors preparation of supporting documentation and leads property meetings.
8.Establish long-range objectives and specifies the strategies and actions to achieve them.
9.Work closely with Sales and Marketing for business opportunities and aims to increase profitability of the organization.
10.Manage room authorizations, rates and restrictions.
11.Utilize brand’s revenue management systems and tools to ensure that revenue and profit are maximized.
12.Prepare budgets for transient, group and catering.
13.Update market knowledge, aligns strategies, and approaches accordingly.
14.Serve as a demand expert for team members, GMs, and other stakeholders
15.Verify that sales strategies and rate restrictions are communicated, implemented and modified as market conditions fluctuate.
16.Promote and protects brand integrity and positioning.
17.Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
18.Attend meetings to plan, organize, prioritize, coordinate and manage activities and solutions.
19.Demonstrate knowledge of job-relevant issues, products, systems, and processes.
20.Explore opportunities that drive profit, create value for clients, and encourage innovation; challenges existing processes/systems/products to make improvements.
21.Think creatively and practically to develop, execute and implement new business plans.
22.Develop strategic action plans for management of property room and catering revenues.
23.Perform regular quality checks to verify strategies are implemented correctly and producing desired results, ensuring any gaps are identified and addressed.
Analyzing and Reporting Revenue Management Data
1.Analyze information, identifies current and potential problems and proposes solutions.
2.Analyze period end and other available systems data to identify trends, future need periods and obstacles to achieving goals.
3.Generate updates on transient segment each period and continually analyzes transient booking patterns.
4.Assist with account diagnostics process and validates conclusions.
5.Maintain accurate reservation system information.
6.Check distribution channels regularly for hotel positioning, information accuracy and competitor positioning.
7.Identify the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
8.Generate and provides accurate and timely results in the form of reports, presentations, etc.
9.Observe, receives, and otherwise obtains information from all relevant sources.
10.Submit reports in a timely manner, ensuring delivery deadlines.
11.Analyze weekly and monthly STR information to assist in analyzing past strategies; identifies areas needing improvement, identifies competitor set strengths, and develops strategies to best capture available Market Share.
12.Analyze STR information to assist in sales strategies and rate restrictions are communicated, implemented and modified as market conditions fluctuate.
13.Ensure Operation Teams are aware of current strategies and have the information needed to execute them (daily strategies, current day inventory management, and package inclusions).
Building Successful Relationships
1.Communicate brand initiatives, demand and market analysis to hotels/clusters/franchise partners/owners.
2.Communicate market direction to revenue management, sales, and marketing and hotel leaders.
3.Develop constructive and cooperative working relationships with others, and maintains them over time.
4.Develop and manages internal key stakeholder relationships.
5.Provide targeted and timely communication of results, achievements and challenges to the stakeholders.
Additional Responsibilities
1.Inform and/or update executives, peers and subordinates on relevant information in a timely manner.
2.Enter, transcribe, record, store, or maintain information in written or electronic form.
3.Work with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.
4.Demonstrate knowledge of job-relevant issues, products, systems, and processes.
5.Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Department: Reservations
The company
Un simbolo di una futura nostalgia
PROSSIMA APERTURA/ APERTURA NEL 2023
Sospinto dalla storia nella modernità romana. Un nuovo lifestyle hotel a Roma.
Cardo Roma è un paradiso di ospitalità che controlla e padroneggia il connubio tra elementi apparentemente opposti. La notte ed il giorno, il lavoro ed il gioco, la storia e la modernità si uniscono e fondono come una cosa sola.
Il giorno - sol in Latino - ci porta il generoso sole italiano, una spa per ricaricarsi, o vibrazioni "up-tempo-business".
La luna - luna in Latino - dipinge le strade romane con tenerezza e gustosa unione.
Costruito sui fondamenti della cultura occidentale l’hotel è antico ma mai fuori moda. Come l'alta moda italiana, il servizio è buono come ai tempi dei romani, le esperienze soddisfano gli standard moderni.
Nessun problema, Cardo Roma vi farà sentire esattamente come a casa.
Benvenuti nella nostra Grande Famiglia!
