Reservations Supervisor
IHG · Malaysia
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.
- Recommend or initiate any HR-related actions where needed.
- In the absence of the Reservations Manager, conduct 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.
- Works with superior on manpower planning and management needs.
- Works with superior in the preparation and management of the Department’s budget.
Financial
- Support the Reservations Manager in budget tracking and departmental goal execution.
- Promote the Hotel’s (and IHG generally) products and services.
- Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques.
- Support execution of approved action plans to increase reservation sales.
- 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.
- Attend groups meeting with Sales and Operation teams.
- Manage allotments for Wholesales FIT.
- Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.).
Monitor upselling target and encourage team to yield more revenue.
Guest Experience
- Maintain a high level of product and service knowledge about all IHG Hotels in your region. Promote the Hotel’s (and IHG generally) products and services.
- Accept and follow up wait list reservations.
- Develop and maintain a regular pattern of sales calls.
- Record and process reservations made by phone/fax/email. Monitor extranets of OTAs and TAs. Maintain knowledge of special rates/ offers/ promotions.
- Ensure arrivals/ VIP bookings must be checked carefully and well prepared prior to check in.
Responsible Business
- 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