Marsa Malaz Kempinski The Pearl Doha

Doha, Qatar

Reservations Supervisor – (in English)

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SCOPE

The incumbent of this position is responsible for the efficient functioning of the Reservations department.

OVERALL OBJECTIVES

The job of Reservations Supervisor is executed satisfactorily when:

  • Reservation standards are implemented and complied to.
    • All relevant data is entered in the systems in a timely and accurate manner
    • Data is reviewed and analyzed on an ongoing basis
  • The department number two is fully able to manage all daily tasks, and can manage all aspects of reservations (cut off dates, rooming lists, guest complaints).
  • Direct reports have a career plan.
  • All inventory (transient, group, wholesale allotments and other) and pricing strategy in all distribution channels including branded web, 3rd party sites and the GDS are effectively managed.
  • All distribution channels are returning appropriate availability and pricing for the following 365 days.
  • New Revenue Management tools are being used, including IDeaS where applicable, Channel Manager, Opera, and any new/similar tools or reports.
  • The Sales team is trained on the effective use of Opera to improve profitability of group bookings where applicable.
  • All WebEx sessions organized by Corporate are attended (unless valid business reasons).
  • Receipt of any email request is acknowledged within a maximum of 48 hours

MAIN RESPONSIBILITIES

  • Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
  • Train, develop, and motivate staff to increase productivity.
  • Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.
  • Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
  • Review MyFidelio, OCM & PMS availability keeping sufficient inventory for high yield segments.
  • Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
  • Ensure all internal package breakdowns are loaded and in line with financial department.
  • Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
  • Control no show and late cancellation charges.
  • Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
  • Ensure that the team is aware of the internal credit policy.
  • Follow up on lost business and bring information about them to the knowledge of the department superiors.
  • Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
  • Spot-check reservations made the previous day and check all VIP arrivals.
  • Prepare reports on a monthly basis.
  • Maintain all reservation standards.
  • Keep department informed of all changes in systems or procedures.
  • Monitor reservation pick-up for the coming months.
  • Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
  • Test calls LQA / IFH results > 85%.
  • Maintain an internal up sell programme for the Reservations department (benefits / team competition).
  • Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
  • Select and recruit suitable employees for the department using prescribed set of policies and procedures.
  • Conduct annual performance evaluations.
  • Perform any other duties as assigned by the management.

SCOPE

The incumbent of this position is responsible for the efficient functioning of the Reservations department.

OVERALL OBJECTIVES

The job of Reservations Supervisor is executed satisfactorily when:

  • Reservation standards are implemented and complied to.
    • All relevant data is entered in the systems in a timely and accurate manner
    • Data is reviewed and analyzed on an ongoing basis
  • The department number two is fully able to manage all daily tasks, and can manage all aspects of reservations (cut off dates, rooming lists, guest complaints).
  • Direct reports have a career plan.
  • All inventory (transient, group, wholesale allotments and other) and pricing strategy in all distribution channels including branded web, 3rd party sites and the GDS are effectively managed.
  • All distribution channels are returning appropriate availability and pricing for the following 365 days.
  • New Revenue Management tools are being used, including IDeaS where applicable, Channel Manager, Opera, and any new/similar tools or reports.
  • The Sales team is trained on the effective use of Opera to improve profitability of group bookings where applicable.
  • All WebEx sessions organized by Corporate are attended (unless valid business reasons).
  • Receipt of any email request is acknowledged within a maximum of 48 hours

MAIN RESPONSIBILITIES

  • Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
  • Train, develop, and motivate staff to increase productivity.
  • Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.
  • Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
  • Review MyFidelio, OCM & PMS availability keeping sufficient inventory for high yield segments.
  • Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
  • Ensure all internal package breakdowns are loaded and in line with financial department.
  • Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
  • Control no show and late cancellation charges.
  • Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
  • Ensure that the team is aware of the internal credit policy.
  • Follow up on lost business and bring information about them to the knowledge of the department superiors.
  • Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
  • Spot-check reservations made the previous day and check all VIP arrivals.
  • Prepare reports on a monthly basis.
  • Maintain all reservation standards.
  • Keep department informed of all changes in systems or procedures.
  • Monitor reservation pick-up for the coming months.
  • Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
  • Test calls LQA / IFH results > 85%.
  • Maintain an internal up sell programme for the Reservations department (benefits / team competition).
  • Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
  • Select and recruit suitable employees for the department using prescribed set of policies and procedures.
  • Conduct annual performance evaluations.
  • Perform any other duties as assigned by the management.