Reservation Supervisor

Join Spire Hospitality in helping create unforgettable guest experiences.

We’re redefining hospitality with a focus on People,Passion, and Purpose. Join Us.

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.

Role and Responsibilities:

As a Reservations Supervisor, you will primarily supervise the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional, and efficient manner. The Reservations Supervisor is also responsible for ensuring that the reservations team achieves or exceeds in weekly, monthly, and quarterly sales targets by monitoring agent reporting. The Reservations Supervisor is to achieve customer satisfaction and room revenue goals while taking guests through the booking process. Assist the reservations manager or front office manager with budgeting, forecasting, and hiring, retaining and developing reservation and customer service employees.

Duties and responsibilities:

• Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
• Responds to all guest reservation requests and executes prompt, courteous and accurate guest service always.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
• Ensuring that all agents perform and sign the daily shared reservations checklist.
• Assisting in the Manager/Supervisor daily Checklist, ensuring all items have been completed in the day for the day.
• Manage systems that are setup within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assists and prepare in groups pre-arrival process and also including but not limited to preparing group rooming lists, managing, extending and releasing group cut offs, Adding or removing group blocks.
• In the absence of the Reservations Manager, Create and manage rates and packages configured on the Hotel software.
• Update and communicate to all wholesalers regarding new and existing stop sales.
• Handle external systems like TravelClick, Web booking engines& Online Travel Agents extranets etc.
• Update No-shows and cancellations on all OTAs to without fail to avoid unwanted commissions.
• Ensure that all No-shows were properly processed by the night audit while assisting with corrections that need to be made.
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) Adjust rates according to suggestions from Yield or Revenue management
• Adjust rates according to suggestions from Yield or Revenue management
• Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
• Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, & reservations letters.
• Ensure acceptable service levels and all statistical reports are sought and maintained.
• Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes. Train newly recruited reservation staffs in taking reservations, telephone etiquettes, reservation module on hotel software and processing emails.
• Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
• Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.)
• Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.

• Provide guests with the best-in-class service by promptly answering calls in a friendly manner. Process guest inquiries, understand needs, and provide information related to accommodation types, availability, rates and amenities. Secure reservations based on guest preferences and availability.
• Confidently provide guests with accurate information regarding the hotel, facilities, property features and benefits, systems, processes, sales techniques, special promotions and local area attractions.
• Effectively collaborate and communicate within department and with other departments to ensure that the daily challenges/changes/issues are handled. Attend daily pre-shift/monthly meetings.
• Complete other duties and projects as assigned by the Reservations Manager.

• Manage all aspects of reservation department in the absence of reservation manager.

Working Conditions:

• Ability to sit and work in confined spaces throughout the shift on a computer and phone.

• Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Some sedentary office work to complete reports and other computer-related projects.

Other Expectations:

• Due to the seasonal nature of the hospitality industry, team members may be required to work varying schedules to reflect the hotel's business needs. This may include nights, weekends, and/or holidays. Regular attendance in conformance with the standards is essential to the successful performance of this position.

Qualifications:

• Previous customer service or hotel experience in reservations, front office, or sales is preferred.
• Previous training or experience with maintaining professional and friendly phone etiquette and customer service.
• High school diploma required.
• Proficient in Microsoft Outlook.
• Given that our guests visit our hotels from all regions of the world, additional/multilingual ability is beneficial to provide a personalized experience to our guests.

Benefits:

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!