Reservation Supervisor

7 months ago

Fort Mumbai Maharashtra, India Six Senses Full time

**_Wellness_**

I will fully embrace, implement and safeguard the Wellness overall philosophy, concepts and programs such as the Sleep With Six Senses, Eat With Six Senses, Grow With Six Senses, Reconnection and Rituals and Mission Wellness..

**_Sustainability_**

Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic by 2022. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

**_ Out of the Ordinary_**

I will deliver Out of the Ordinary experiences that inspire the spirit of hospitality by delighting others and creating stories. I will deliver experiences that harmonizes with our brand values and create an appetite towards innovation and raise the bar. I will combine quirky, element of surprise and original experiences and take any regular moment and craft it into a beautiful memory.

**_Operational Ownership_**

In this role, I will assist and assume responsibility on the efficient operation of the Reservations department to provide exceptional products and services within brand operating standards.

I will assist to ensure that all set policies, procedures, best practices are in place and rigorously enforced.

I will support Reservations Manager and work in partnership with other departments to ensure guest’s needs are determined/met and oversee the overall smooth operation of Reservations department.

I will have a thorough knowledge of all facilities and services offered by the resort including type of rooms available as well as their location and layout, selling status, rates, and benefits of all packages plans, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows. I will update when required of the guest history and profile system.

A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained by myself and all hosts in line with brand and statutory requirements.

An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback. I am responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or charge our hosts to do so to the satisfaction of guests.

I will perform the following relevant tasks for this role:

- Ensure checklist is completed daily and other assigned tasks.
- Respond promptly to incoming correspondence.
- Keep control on travel agent allotment.
- Ensure you are familiar with all guest rooms, spa, dinning and selling techniques, resort facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow up on all special guest requests.
- Run daily reports for Reservation department, operational departments, Sales & Marketing.
- Contact guests or travel agents to clarify any discrepancies in preferences or requests before guests’ arrival.
- Track future room availabilities based on reservations.
- Supervise and monitor internet reservation system in coordinate with respected hosts.
- Assist in determine room rates based on the selling tactics of the resort.
- Supervise and assist in the management of the guest history and profile system.
- Ensure all reservations daily are completed with all necessary guest information, profile information and rate/market/source codes with accuracy and efficiency.
- Ensure that the statistic information is all entered and updated in the computer, such as travel agent, commercial etc.
- Tracking room inventory in co-ordination with Reservations Manager
- Respond promptly on the overbooking situation, close reservation for critical days and inform our associates, such as SLH, Internet (Asiatravel) etc.
- Ensure group turnover; making new group, creating group codes within 24 hours of receipt.
- Communicate with group contacts for rooming lists, pickup and/or attrition.
- Handle and assist in the review of work methods and procedures in reservations.
- Assist the Reservations Manager to achieve the maximum possible occupancy and average room rate to meet forecasted and budgeted figures.
- Resolve feedback from clients regarding reservations and take immediate remedy action.
- Make daily weekly monthly reservation reports and statistics and ensure they are distributed to the respective departments.
- Ensure all correspondence relating to reservations are filed accordingly.
- Ensure all Reservations hosts follow all systems and procedures as laid down in the standard operating manual
- Upsell all resort, spa, experiences and restaurant facilities.
- Attend meetings and training as required.
- Upkeep Six Senses guidelines and

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