Reservations Supervisor

7 months ago

Doha, Qatar SPHC Full time

**Join our extraordinary world**

**Distinguished design, superlative style, warm and genuine service make this Luxury & Lifestyle Collection truly unique and special.**

With the strategic rapid growth of our luxury brands in Qatar at IHG Hotels and Resorts, we are looking for a seasoned Reservations Supervisor with luxury and lifestyle brand hotel experiences to join our team in Doha.

Just a stone’s throw from the many favourite sights of the Qatari capital, the hotel will welcome guests and locals to experience its 283 guest rooms, including suites and serviced apartments, and to enjoy a multitude of unique dining options.

Every day is different, but you’ll mostly be:

- Act as a main resource for reservation agents needing assistance technically or with regard to achieving customer satisfaction.
- Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
- Respond to all guest reservation requests and execute prompt, courteous and accurate guest service at all times. Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
- Answer guest inquiries pertaining to hotel services, registration of guests, and dining, entertainment and travel directions etc.
- Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
- Create and manage rates and packages configured on the Hotel software.
- Track all reservations picked up from all Online channels like hotel websites, other third parties etc.
- Verify all reservations taken on the reservation forms are updated.
- Verify if each reservation requests are processed as per the hotel standards and without delay.
- Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
- Process retentions, no-shows and cancellations as per the hotel policy and procedures.
- Details are shared with the concerned department or third party accurately.
- Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits/guarantees.
- Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
- Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
- Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
- All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
- Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservation letters. Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems.
- Ensure acceptable service levels and all statistical reports are sought and maintained.
- Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
- Receive contracts detailing room allotments and create allotments on the hotel management system.
- Manage all aspects of the reservation department in the absence of the Reservation Manager.**
**Day-to-Day Duties**
- Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
- Has 2 years experience in the same role in a 5 star hotel
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computer skills

What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing fram

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