Reservations Supervisor

Owning Company; Pro-Invest Group:

Pro-invest Group is a global asset management and investment firm specializing in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world’s most recognized hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.

Brand; Kimpton Hotels & Restaurants:

Kimpton Hotels & Restaurants is all about heartfelt human connections. We are industry pioneers – having trailblazer the boutique concept in the USA in the 1980’s.

Our mission is to be the world’s most loved boutique hotel and restaurant company, and we know that achieving that starts with our employees. People who join the Kimpton family are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities. Our unscripted approach to luxury boutique hospitality and providing unique, personal experiences is the hallmark of our brand, and our colleagues are passionate, entrepreneurial individuals that bring this culture to life. Trust us – you’re going to love it at Kimpton as much as our guests do. 

Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

Here, you can:

Be Yourself 

Who you are is who we are so bring the real you! The best and ever-improving version of you. Bring your background, your personality, your individuality, your creativity. It’s those just-you qualities that make it more personal for you, and our guests.

Lead Yourself 

We support you, and you support we. We trust you to give it your all, take initiative, do right when no one’s watching, find creative new ways to delight guests and co-workers. We trust you to learn, grow and continually improve at whatever you do.

Make it Count

As long as we’re here, why not make lives better? Yours and our guests. We care for both, and we pursue every chance we can to create a ridiculously personal experience (aka. A Kimpton Moment) every day. That focus and passion gives our work meaning. What you do matters. You matter.do.

Job Overview

As the Reservations Supervisor you will be responsible for delivering quality customer service while assisting our guests to plan and book reservations with our hotels. Conversion and call handing measurements will be in place to drive channel production and focus on profit conversion. Accurate reservations data delivered to the hotel operations team will be a key focus.

Duties & Responsibilities

FINANCIAL RETURNS

• Maximize rooms revenue through upselling of rooms and hotel facilities, while making reservations. 
• Champion accurate and timely rate loading for all contracted segments. 
• Take ownership and follow up on in-house pseudo accounts to keep to a minimum.
• Ensure all refunds, no shows and deposits are handled accordingly to standards. 
• Maintain an accurate events calendar for each market to assist with yield and pricing principles. 
• Load and adjust wholesale / promotional allotments with appropriate release dates in partnership with the revenue management team. 
• Monitor and load all group wash and materialization to best optimize inventory controls. 
• Ensure all refunds, no shows and deposits are handled accordingly to standards. 
• Champion OTA market manager connectivity including updating of content in conjunction with Marketing and Revenue priorities. 
• Content – champion current and relevant content updates across hotel brand sites, OTA sites and third-party sites. 
• Ensure accurate set up and use of PMS segmentation, source codes to optimize system data integrity. 
• Maintain a regular cycle of briefings with each hotel around packages and promotions as well as group movements. 
• Champion regular reporting needs including but not limited to rate code production and account volume. 
• Maintain call conversion measurements and accurately track index.

PEOPLE

• Promote teamwork and quality service through daily communication and coordination with other departments.
• Actively participate in required training sessions and ensure that any pre and post course work is completed by the due date.
• Adhere to standards for presentation, grooming and punctuality. 
• Perform detailed shift handover with oncoming shift where required.
• Develop and maintain cohesive working relationships within immediate team, and wider hotel teams. 
• Cooperate, coordinate, and communicate with other hotel departments as required.
• Attend and participate in department briefings, meetings, and training sessions as scheduled.
• Ensure the workspace is tidy and consider WH&S compliance.
• Communicate to his/her supervisor any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.

GUEST EXPERIENCE

• Supervise in the efficient day-to-day operation of the Reservations Department. 
• Optimize hotel occupancy and average rate under the guidance of the Reservations Supervisor or delegate. 
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity paying regard to the importance of rewards & loyalty members and other VIP’s. 
• Assist each hotel by highlighting and recognizing VIPs and loyalty members through in-house reporting, comments and updating comments in PMS and merging guest profiles. 
• Respond to guest reservation needs and resolve related problems in an appropriate timeframe with acceptable service recovery. 
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests. 
• Attend to all guest queries and requests promptly, for example providing confirmation information, follow up on room allocation requests, etc.
• Knowledgeable of all special promotion procedures for programs such as seasonal packages, frequent flyers programs, and loyalty programs. 
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs. 
• Champion regular central reservation office connection, including monthly briefing on products, events, and promotions.

RESPONSIBLE BUSINESS

• Maintain exemplary department standards of behavior and appearance and attitude as expected by Pro-invest’s code of conduct. 
• Assist with the property management systems (PMS) in emergency situations and ensure you consider the safety and security of team members and hotel guests as well as oneself.
• Maintain all procedures and adheres to them within the Pro-invest Hotels guidelines with emphasis on hotel credit policy.
• Demonstrate awareness and understanding of WH&S policies and procedures.
• Assist the Emergency Response Team to prepare for emergency procedures upon advice from relevant authority that cover such emergencies as fire, power outrage, bomb threat, cyclone warnings, etc. 
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimize the chance of recurrence.
• Ensure compliance to all Pro-invest security and safety standards. Including cyber/technology security such as password security.
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations. 
• Clock in / clock out as per correct procedures, on a daily basis. 
• Perform other duties as reasonably assigned.

Accountability

Reports to – Revenue Centre Operations Manager

Indirect Reports – NA

Key Metrics – 

• Key performance objectives

• Internal brand audit scores 

• Call measurement and conversion 

• Problem handling and resolution 

• Performance development review

Qualifications & Requirements

Required Skills 

• Effective communication skills with colleagues, guests, and external parties in spoken and written form. 

• Professional and personable, with a “role up the sleeves”, can do attitude. 

• Strong team working skills. 

• Microsoft Office proficient – Word and Excel. 

• Technology proficient – be capable and comfortable with a variety of technology, as duties are carried out over the telephone, computer, and various IT platforms.

Qualifications

• Higher School Certificate; and / or 
•  Diploma in Hotel Management and/or Certificate in Hotel Management

Experience

Hotel Reception/Reservations/PMS experience – Opera Preferred

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.