Responsible for interacting with guests daily, assisting them with their room, spa and restaurant bookings. The Reservations Supervisor must be able to multitask effectively, while maintaining a high level of professionalism.

As Reservations Services Supervisor, you will be responsible for the following duties:

• Answer hotel s main telephone, HelloMO, and emails from external and internal stakeholders.
• Ensure to apply required departmental standards in LQE and Forbes.
• All interactions are to be warm and sincere, taking ownership of the requests received, by personally addressing the matter.
• Answer questions about property facilities and services.
• Should the guest require more specific assistance, direct the call to the respective department or guest when applicable.
• Attend to all inquiries, complaints and requests received.
• Ensure all interactions are handled in the time frame set by the company.
• Ensure company standards for interactions with stakeholders are adhered to.
• Send proposals, pro forma invoices, and confirmations to third parties, e.g., Travel Agencies following the same company standards.
• Follow sales techniques to maximize revenue.
• Process and confirm guest reservations made by clients for Rooms, F&B and Spa.
• Input all reservations into the respective systems, recording all relevant information.
• For room requests, verify availability of room type and rate.
• Explain guarantee, specific rate, and cancellation policies.
• Ensure special requests and guest preferences are documented within the reservation.
• Maintain complete knowledge of:
• All hotel features, services, and hours of operations.
• All hotel outlets concepts, dress code and ambiance.
• All hotel room types, number, names, amenities, and locations.
• All spa treatments.
• Awareness of group bookings, and events happening in the hotel at any given point.
• Have knowledge of ongoing promotions to upsell rooms, outlets and spa treatments to increase guest revenue within the hotel.
• Monitor telephones system problems and alert relevant departments to correct said problems in an expedited manner to prevent guest dissatisfaction.
• Communicate with ERT as necessary in the event of an emergency.
• Ensure all requests are handled in the time frame set by the company
• Ensure that audited results meet the standards required in LQA, LQE and Forbes.

As Reservations Services Supervisor, we expect from you:

• Ensure an excellent working relationship with all colleagues within the hotel.
• Leads by example in fostering positive colleague relations and demonstrating values.
• Effectively communicates with other departments.
• Utilizes all available on the job training tools for colleagues.
• Engaging, enthusiastic, passionate, Organised
• Minimum of 1 year of experience working in Reservations Supervisor at 5-star hotel environment
• Previous experience working in the Middle East Region is an advantage
• Handle guest complaints accordingly and escalate disputes raised to relevant managers.

Desired Candidate Profile

• Engaging, enthusiastic, passionate, Organised
• Minimum of 1 year of experience working in Reservations Supervisor at 5-star hotel environment
• Previous experience working in the Middle East Region is an advantage
• Handle guest complaints accordingly and escalate disputes raised to relevant managers.