Reservation Supervisor - InterContinental Phu Quoc
IHG · Vietnam
Your day-to-day
People
Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
Train colleagues to make sure they deliver with compliance and to the standards we expect
Drive a great working environment for teams to thrive - linking up departments to create sense of one team
Promote teamwork and quality service through daily communication and coordination with other departments
Recommend or initiate any HR related actions where needed
In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
Supervise and monitor Reservations team, ensure the team follows grooming standard and hotel policy
Develop and maintain a regular pattern of sales calls
Record and process reservations made by phone/fax/email
Accept and follow up wait list reservations
Financial
Help create the department’s annual budget and the setting of departmental goals
Monitor budget and control expenses with a focus on equipment and labour costs….
Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge
Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks
Manage allotments for Wholesales FIT
Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.)
Guest Experience
Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
Promote the Hotel’s (and IHG generally) products and services
Maintain a high level of product and service knowledge about all IHG Hotels in your region
Prepare and execute action plans which increase reservation sales and associated business
Maintain knowledge of special rates/ offers/ promotions
Monitor upselling target and encourage team to yield more revenue
Ensure arrivals/ VIP bookings must be checked carefully and well prepared prior to check in
Responsible Business
Attend groups meeting with Sales and Operation teams
Monitor extranets of OTAs and TAs
Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety
Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
May assist with other duties as assigned by management
What we need from you?
Education:
Diploma or Vocational Certificate in Hotel Management, Business Administration, or related fieldService years in the field:
2 years related experience or one-year Reservations/ Front Office experience including supervisory experience, or an equivalent combination of education and experience
Service years in supervisor/manager level:
Knowledge and skills:
Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
Problem solving, reasoning, motivating, organizational and training abilities
Good listening, speaking, reading and writing skills
Language: Good English