Reservation Supervisor

• Supports the Key Stakeholders handling the process, products/services.
• Prepare reports to track performance of employees to enhance efficient evaluation.
• Assist the customer support team in resolving customer issues in relation to the product/services and ensure that customer service, both internal and external is of the highest standard at all times.
• Assist and support in attending recruitment drive campaigns to enhance the production process in unique way.
• Maintain strict confidentiality on all matters relating to the Company.
• Oversee phone call, live chat and email volume and ensure service level targets are met and report issues and discuss solutions with the Key Stakeholders as required.
• Monitor customer feedback and address escalations.
• Ensure daily, weekly and monthly tasks and deliverables are completed efficiently, accurately and in a timely manner.
• Monitor team performance ensuring all booking policies and procedures are adhered to.
• Ensure Quality guidelines are adhered to accordingly and with highest standards by doing remote call monitoring, mystery chats, email and data accuracy audits for Reservation Agents.
• Coach Reservation Agents on performance (Monthly KPI), complaints, audit results, etc. to ensure they meet targets set and work on action plans for any opportunity.
• Maintain good knowledge of the hotel facilities, property updates, promotions and room configurations in order to sell the property better.
• Carry out CRO administration including the upkeep of stationary and supplies.

1. Handles Central Reservations set up including but not limited tocreating, updating the required policies and procedures, manuals, KPI’s and SOP’s and the training material.
2. Handling reservations calls (new bookings, existing bookings, enquiries, etc.) ensuring utilisation of and adherence to the Quality guidelines, as required by Clients.
3. Ensure all guests are aware of operational policies including credit card, cancellations, car parking and check in/check out times, etc.
4. Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry.
5. Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.
6. Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.
7. Sell all rooms at a rate that maximises owner returns and management commission and upsell property facilities (parking, breakfast, transportation, etc).
8. Monitor all parked/waitlisted reservations in PMS– shuffle the reservations chart & allocate rooms where possible + hold rooms where necessary.
9. Track sales promotions/advertising as required & advised.
10. Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.
11. Send daily / weekly report to your manager of all statistical information as required in the policies and procedures.
12. Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.
13. Enter confirmed reservations into PMS, ensuring all Guest Information & Data Fields are accurate.
14. Carry out any additional duties as required by the Key Stakeholders.

1. Ensure that communication with customers, employees and others is honest, open and professional
2. Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.
3. Foster a harmonious relationship between properties and the Central Reservations Office.
4. Notify the Key Stakeholders of any issues immediately as they arise and provide appropriate solutions.

• Hotel Reservations or Central Reservations Experience required;
• Customer Service, Sales or Hospitality experience preferred.

Technical Skills:

• Strong knowledge of computer applications - Proficient in MS Office (Word, Excel)
• Hotel Property Management Systemsexperience;
• Experience with hotel Property Management Systems (PMS); CMS or similar PMS required
• Familiarity with Siteminder is an advantage but not essential

Knowledge, Skills and Other Competencies:

• Verbal and written communication skills;
• Flexibility with changing work schedules and working hours;
• Customer centric;
• Problem-Solving skills;
• Decision-Making skills;
• Analytical skills;
• Efficiency;
• Ability to multitask.

• Achieve Revenue target for CRO Manila
• FIT calls conversion above 80%
• Abandoned / Overflow call targets below 5%
• Achieve telephone, email and live chat SLA targets and overall average productivity at 80 transactions per day – phone, email and live chat combined
• Overall Quality Assurance score above 80%
• Reliability above 95%