JOB DESCRIPTION

Job Title: Reservations Supervisor

Department: Reservations

Reports to: Reservations and Revenue Manager [TL1]

Duties and Responsibilities

Vision and Values

As Reservations Supervisor, I fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. By embracing the Six Senses vision and values, I will deliver an exceptional experience for guests and develop hosts to be the very best they can be.

Wellness

I will fully embrace and safeguard the overall Wellness philosophy, concepts and programs such as Sleep with Six Senses and Grow With Six Senses. I will ensure that all wellness brand initiatives are fully embraced, and I will participate regularly in our Mission Wellness activities.

Sustainability

Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic by 2022. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Operational Ownership

In this role, I will assist and assume responsibility on the efficient operation of the Reservations department to provide exceptional products and services within brand operating standards.

I will assist to ensure that all set policies, procedures, best practices are in place and rigorously enforced.

I will support Reservations and Revenue Manager and work in partnership with other departments to ensure guest’s needs are determined/met and oversee the overall smooth operation of Reservations department.

I will have a thorough knowledge of all facilities and services offered by the resort including type of rooms available as well as their location and layout, selling status, rates, and benefits of all packages plans, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows. I will update when required of the guest history and profile system.

A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained by myself and all hosts in line with brand and statutory requirements.

An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback. I am responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or charge our hosts to do so to the satisfaction of guests.

I will perform the following relevant tasks for this role:

• Supervise and direct Reservations hosts in their day-to-day responsibilities.
• Ensure Reservations hosts’ checklist is completed daily and other assigned tasks.
• Assign Reservations hosts to respond promptly to incoming correspondence.
• Conduct performance reviews provide coaching and disciplinary action when required.
• Assist and handles all trainings regarding Reservations.
• Keep control on travel agent allotment.
• Supervise and assist in all allocation of rooms.
• Ensure Reservations hosts are familiar with all guest rooms, spa, dinning and selling techniques, resort facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow up on all special guest requests.
• Ensure Reservations hosts run daily reports for Reservation department, operational departments, Sales & Marketing.
• Process new reservations, update and clean up reservations, process advance deposits, answer reservations inbox emails within 24 hours, process reports (No Shows, ORS Comments, Commission, etc.) and other reservation related duties as assigned.
• Contact guests or travel agents to clarify any discrepancies in preferences or requests before guests’ arrival.
• Track future room availabilities based on reservations.
• Supervise and monitor internet reservation system in coordinate with respected hosts.
• Assist in determine room rates based on the selling tactics of the resort.
• Supervise and assist in the management of the guest history and profile system.
• Ensure all reservations daily are completed with all necessary guest information, profile information and rate/market/source codes with accuracy and efficiency.
• Ensure that the statistic information is all entered and updated in the computer, such as travel agent, commercial etc.
• Control room inventory in co-ordination with Reservations Manager
• Respond promptly on the overbooking situation, close reservation for critical days and inform our associates, Internet etc.
• Ensure group turnover; making new group, creating group codes and processing rooming lists are processed within 48 hours of receipt.
• Communicate with group contacts for rooming lists, pickup and/or attrition.
• Handle and assist in the review of work methods and procedures in reservations.
• Assist the Reservations Manager to achieve the maximum possible occupancy and average room rate to meet forecasted and budgeted figures.
• Resolve feedback from clients regarding reservations and take immediate remedy action.
• Make daily weekly monthly reservation reports and statistics and ensure they are distributed to the respective departments.
• Ensure all correspondence relating to reservations are filed accordingly.
• Ensure all Reservations hosts follow all systems and procedures as laid down in the standard operating manual
• Upsell all resort, spa, Experiences and restaurant facilities.
• Attend meetings and training as required.
• Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
• Strictly adhere to LQA standards and guest comments.
• Perform any additional tasks given to me by the Reservations and Revenue Manager.

Administration

Reporting requirements for the role will be completed accurately, on time and maintained for reference. Corrective action will be taken immediately when issues are identified, particularly for Quality assessments. The required meetings and briefings are to be attended or conducted and/or as instructed by Director of Revenue. Ensure rate and inventory parity on all direct channels and strives for parity across all selling channels.

Quality

Six Senses guidelines and standards of service and operation will be adopted and followed by all Reservations hosts so that our performance benchmarks are maintained and exceeded.

I will ensure all Reservations hosts are conversant in property facilities, rates, packages, promotions and availability status as per IHQ and LQA quality assurance standards. All activities within the department will be carried out ethically, honestly and within the parameters of local law. This includes maintaining accuracy and confidentiality of the data or reports available within the reservations department.

Financial Performance

In this role, I will maintain knowledge of all Resort promotions and pricing, to provide information to guests, on request and instill a revenue-focused philosophy through training and education so that all hosts are fully engaged with driving revenue opportunities. I will ensure that all Reservations stationery and stock is available and re-ordered on time.

General

In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

Skills and Experience

To execute the position of Reservations Supervisor, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results. I possess a minimum hospitality diploma/degree from a recognized hospitality school and more than two years’ experience in a similar hotel operational role.

I am a personally involved, visible with excellent organizational skills, capable of providing focused direction and continuing to establish the property’s prominent position within the market.

In terms of reservations management, I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer.

Technical skills include advanced MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including PMS, GDS and CRS platforms. I have knowledge of hotel/resort and policies regarding reservations, discounts and detailed procedures in handling local and overseas room bookings.

I have an excellent command of written and spoken English and some knowledge of the local language and customs.

I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.

Remarks

Specific days and timing are based on the business needs, seasonality and local labor laws. The role will also require standing and walking for extended periods of time and some heavy lifting of materials up to 15kg. I also recognize that the role is dynamic and may change to meet operational requirements. My performance is measured directly against these job responsibilities.

Acknowledgement

I acknowledge and agree that this is not an exhaustive list of responsibilities. Job Descriptions are dynamic and change depending on the organizational requirements and I fully understand my role as defined in this job description and endeavor to perform all tasks required of me.