Reservation Executive

**Job Description for Reservation Supervisor**

**POSITION TITLE**: _Reservation_ Executive

**REPORTS TO**: Front Desk _Manager_ / Reservation Manger

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He or She primarily supervises the reservation _functions_ for the _hotel_ ensuring all reservations are processed in a pleasant, professional and efficient manner. Manages and coordinates activities of reservation team members providing reservations and customer services skills.

Achieving customer satisfaction and room revenue goals while taking _guests_ through the booking process. Assist the reservation manager or _front office manager_ with _budgeting_, _forecasting_, and hiring, retaining and developing reservations 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.
- Ensure reservation department and _Front Office_ staff are constantly aware of availability states open, _on request_, closed dates, high demand dates etc.
- Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
- Fully knowledgeable about hotel guest rooms, rates, _promotions_, _amenities_, programs, hotel facilities and services.
- Answer guest inquiries pertaining to hotel services, _registration_ of guests, and shopping, dining, entertainment and travel directions etc.
- Manage systems that are _set_ up within the _reservations department_ to ensure accurate handling and monitoring of phone calls.
- Assists and prepare in groups pre-_arrival_ process and also preparing group _rooming lists_.
- Maintains a clean and organized work area.
- Attends all scheduled meetings as required with HOD's or Sales team.
- Create and manage rates and _packages_ configured on the _Hotel software_.
- Track all reservations picked up from all _On-line_ channels like hotel website, _OTA_, GDS, other third party etc.
- If there are failed reservations to update the Hotel software then process those reservations manually.
- Co-ordinate with the Channel manager, or software _vendors_ for any availability, rate or booking integration issues.
- Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online _Travel Agents_ extranets etc.
- Update _No-shows_ and _cancellations_ on all OTA's without fail to avoid and unwanted _commissions_.
- 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_ systems.
- Verify all reservations taken on the _reservation forms_ are updated on the _PMS_ without fail.
- Understand and enforce hotel and company _credit_ policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
- Verify if each reservation requests are processed as per the hotel standards and without delay.
- Verify if _reservation confirmation letters_ are send for all processed bookings within the stipulated time.
- Process _retentions_, no-show and cancellations as per the hotel policy and procedures.
- Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
- Monitor all _Tentative_ / Provisional / _Waitlisted_ bookings entered on the system and follow up done for deposits / guarantee.
- Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
- Keep records of room availability, rates, amendments, daily reservation pickup, rooms on _book_, cancellations, no-show, etc.
- Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
- All reservation modifications are updated on the _property management system_ immediately and accurately in case of any changes.
- Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.
- Manage reservation function to maintain the highest possible room _occupancy_ and average daily rate through _suggestive selling_ and recommendations from external yield or revenue management systems Eg. Ideas.
- 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.
- Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.),reservations which are wrongly tagged should be amended.
- Receive contracts detailing room allotments and creates allotments on the hotel management system.
- Ensure that _Guest service agents_ at front desk are also trained on reservations and checking hotel availability.
- Determine work procedures, prepare work _schedules_, assign duties and expedite work flo