Reservation Supervisor (The St. Regis Bermuda Resort)

CORE FUNCTIONS

Reservations Processing & Accuracy

• Oversee accuracy of room blocks, reservations, and group market codes.
• 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.
• Input and access data in reservation system.
• Respond to any challenges found for accommodating rooming requests.

Sales, Revenue & Administration

• Follow sales techniques to maximize revenue.
• Set-up proper billing accounts according to Accounting policies.
• Review and implement new Reservations procedures.
• Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
• Prepare and review written documents accurately and completely.

Leadership & Staff Development

• 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.
• Communicate company values and/or culture to new employees.
• Develop and maintain positive working relationships with others.

Guest Relations & Professional Standards

• 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; answer telephones using appropriate etiquette.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

Sensory & Physical Requirements

• 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.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 2 years of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None