Reservations Supervisor

Company Description

Located 3 hours south of Perth in the beautiful Margaret River Region, we are nestled on the white sands of Bunker Bay beach, just 10 minutes away from Dunsborough. Our 5-star resort boasts 150 luxuriously appointed bungalow style villas, an award-winning restaurant, conferencing, wedding & events facilities and a day spa.

Job Description

• Oversee the day-to-day operations of the Reservations department, gathering and analyzing data to recommend solutions as well as, utilizing information to meet business needs and predict future market trends.
• Optimize revenue capture; maximizing occupancy and ADR. Manage/balance inventory to allow maximum sale of rooms.
• Ensure all reservation enquires are professionally, and promptly handled and that there is no loss of business.
• Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction.
• Maintain accuracy of group blocks including cut-off date, room pick up, room type, villa blocks, rates etc.
• Ensure accurate billing set-up for prompt and accurate processing.
• Ensure appropriate inventory and information is available for individual call-in groups via all designated booking channels.
• Set up and maintain master file for each group with pertinent information, including but not limited to approved changes applied to the group and documented conversations with clients and other responsible staff members.
• Monitor group pick up, cut-off dates, rate and room type availability to maximize hotel revenues and client/guest satisfaction.
• Audit all assigned group blocks, room rates and concessions against PMS per contract once group has turned definite.
• Ensure that blocks entered are consistent with pattern for group and that room type blocks flow for duration of the block.
• Seek approval for additional rooms beyond contracted block as defined by Director of Revenue.
• Coordinate all group activity and information, including processing of reservations, rooming lists, advance deposits, booking forms and group resumes to necessary departments.
• Review rooming lists for accuracy of information, format and billing requirements; Facilitate consumption of any complimentary rooms or other contractual room requirements (e.g. complimentary upgrades) and communicate with all appropriate departments.
• Identify, process and block rooms for GROUP staff and VIP lists as necessary Block special request reservations.
• Monitor non-guaranteed GROUP reservations daily, and contact caller of reservation if needed. You will be responsible for cancelling the reservation when required.
• Maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed within 24 hours, no show/cancellation charges are validated and posted, filing system is maintained, and new ones set up; email is checked and correspondence is placed in the applicable place(s).
• Monitor and report results of any incentive programs in place; responsible to make sure integrity of the program is maintained, and that all requirements are followed
• 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.
• Ensure that all reservations are 100% accurate and are always completed in line with Pullman brand standards. Supervisor arrival checks and reservations audits.
• Supervise third party sites and agents to ensure proper implementation of reservations procedures and maximise conversion ratios.
• Monitor guest messages via third party websites and internal guest enquiries.
• Drive Accor Loyalty Program sign ups including but not limited to Accor Live Limitless and Accor Plus.
• Monitor General Inbox and Groups Inbox to ensure all requests are responded to within 24 hours.

Qualifications

• Previous experience in a hospitality environment is desirable.
• Strong attention to detail and knowledge of different systems/ platforms.
• Have previous experience in reservations or sales
• Opera Cloud experience.
• Expert at problem handling and 5-star customer service.

Additional Information

We provide a competitive hourly rate with penalty rates when applicable. You will also be entitled to generous staff benefits including; discounted staff meals, access to Accor Heartist hotel accommodation discounts, health insurance benefits and much more.

If you love working in a fast paced and dynamic environment, we want to hear from you! #itsgreattobeus #belimitless