Reservations Supervisor

Job Title: Reservation Supervisor

Report to: Guest Services Manager

Status: Non-Exempt/Full Time

Description: Responsible for the day-to-day operation of the reservation; assisting the sales & marketing department in promoting individual sales and guest room inventory management. Advanced knowledge of principles and practices within the reservation/hospitality profession, including hospitality management

Duties include, but may not be limited to:

• Take reservation calls and make reservations in an efficient and customer focused manner
• Keep reservation phone line voicemails updated with department hours
• Creating rate codes for group blocks
• Input/Update group rooming list in Opera
• Follow up and resolve any reservation related issues
• Keep track of all incoming emails and respond to guests in a timely manner
• Make sure all confirmation letters are sent out accurately
• Always maintain a complete, accurate and most up-to-date knowledge of all aspects of guest rooms, retreat facilities, activities and local attractions
• Have an extensive knowledge of reservations procedures in PMS (OPERA) including room rates, promotions and special packages.
• Monitor / modify / input / correct / update all related data in OPERA / MyFedelio system
• Monitor any Sold-out Dates in order to avoid oversold situations in OPERA and on Booking.com and Amadeus GDS
• Monitor Black-out Dates to maintain minimum occupancy in Retreat Center
• Keep office calendar updated with Sold-out / Back-out dates
• Prepare a Weekly Forecast report every Saturday/Sunday and distribute to all the departments
• Build a financial template (Excel) for internal uses such as a waiting list

Individual Sales & Marketing:

• Promotes the retreat and its services to capture customers and increase revenue
• Design individual packages considering: group rates, tangible and intangible cost of services, and savings to individual by purchasing packages versus services separately
• Act as a guest coordinator to ensure that all departments within the facility are communicating to make certain all aspects of a guest’s stay are meeting and exceeding guest expectations
• Build and maintain the accuracy of the Individual Pricebook

• Contact local business partners to explore the potential for customers
• Monitor / Modify / Create / Update / Strategize all individual packages and promote / advertise them
• Keep track of online reservations such as CRS (internet), Booking.com, Amadeus GDS, MyFidelio
• Interact with 3rd party booking vendors regarding reservation cancellation / modification / disputes / commissions
• Communicating with local attractions (Bethel Woods Performing Arts Center, Woodbury Commons shopping center, Minnewaska State park, Braden Brook Stable, Mountain Wings, Holiday Mountain) for any updates
• Purchasing / Picking up all tickets / gift cards / coupons when individual guest books any of the local attraction related packages
• Keep track of individual sales to meet the sales quota
• Contact guests seven to ten days prior to arrival to confirm dates

As Needed…..

• Support front desk as needed such as check-ins cover the desk

• Conduct random housekeeping room checks in order to ensure guest room quality
• Perform all other related duties / projects / reports as assigned by the General Manager

Skills/Qualifications:

• Minimum 2 years hotel reservations experience.
• Advanced knowledge of PMS (OPERA)
• Knowledge of related principles and practices within the reservation/hospitality profession
• Self-starter who performs well under pressure and with minimal supervision; ability to work through ambiguity, employing good judgment and decision making
• Must be well organized and detail oriented
• Good analytical and critical thinking skills
• Must have strong PC skills and above average Microsoft Office skills to include Word, Excel, PowerPoint, Outlook, and other web based applications
• Excellent customer service skills and ability to always maintain a professional and pleasant demeanor.