Overview
We are seeking an experienced and personable Reservations Supervisor to oversee our reservation operations and ensure exceptional guest service. The ideal candidate will have a strong background in hospitality, excellent communication skills, and the ability to manage a busy front desk workplace. This role is vital in maintaining smooth booking processes, enhancing guest satisfaction, and supporting overall travel agent operations.
Duties
- Coordinate, assign and review the work of the tour operation, hotel and accommodation services and reservation clerks.
- Establish work schedules and procedures and coordinate activities with other work units or departments.
- Resolve work-related problems and prepare and submit progress and other reports
- Hire and train staff in job duties, safety procedures and company policies
- Requisition supplies and materials
- Ensure smooth operation of computer systems, equipment and machinery, and arrange for maintenance and repair work
- May perform the same duties as workers supervised.
- Manage and coordinate all reservation activities, including booking, cancellations, and modifications.
- Supervise front desk staff to ensure high standards of customer service and professionalism.
- Handle multi-line phone systems efficiently, providing accurate information and assistance to guests.
- Maintain detailed records of reservations and guest preferences using property management systems.
- Respond promptly to guest inquiries via phone, email, or in person, ensuring a welcoming experience.
Requirements
- Proven experience in office and reservations operations within the hospitality industry.
- Strong customer service skills with a focus on guest satisfaction.
- Excellent phone etiquette and communication abilities.
- Ability to operate multi-line phone systems efficiently.
- Cantonese is an assets
- Previous experience in a supervisory or managerial role is a plus.
- Hospitality background with an understanding of guest services standards. This position offers an opportunity to be part of a dynamic team dedicated to providing outstanding hospitality experiences while advancing your career in the hospitality industry.