publié le avril 2, 2025

The Revenue & Reservations Supervisor will work with the Corporate Director of Revenue Management and Corporate Reservations Manager to provide analytic and support functions as well as assisting in supervising the reservations call center. The associate will assist the Corporate Director of Revenue Management by providing support with reporting requirements, forecasts, rate adjustments, rate offer creation, system maintenance and requires a high level of attention to detail and the ability to multi-task.  Also ensures the smooth and efficient operations in the reservations department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target amongst properties

RESERVATIONS SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Support hotel's yield efforts, via analysis and reporting that ensure that all segments and distribution channels are mined for revenue opportunities based on budget, forecast, pace and market demand.
• Maximize revenue potential and ensure proactive and accurate maintenance and management of all internal and external systems/sites including brand systems and external websites. Handling of correspondences, sorted - out letters, fax, emails
• Support Corporate Director of Revenue in compiling and communicating all documents, reports and presentation required ownership and hotel.
• Other responsibilities include collaborating with the sales, digital and revenue strategy leaders to ensure convergence and alignment are in place at all levels of the organization Responsible for preparation of occupancy forecast.
• Responsible for implementation of policies and procedures.
• Assist with the implementation and execution of hotel sales strategy, pricing recommendations and inventory management across all channels
• Analyze the dynamics of the local market events providing feedback on the opportunities they create and updating revenue tools/systems as necessary
• Complete rate loading/mapping as necessary
• Monitor availability and ensure strategies are executed to maximize room type efficiency
• Assist in preparing short- and long-term forecasts
• Maintains knowledge of all room rate offerings such as discounts and packages that the hotel offers
• Attends all scheduled meetings and training and contributes actively with proper preparation
• Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
• Must be able to understand and evaluate complex data sets from various sources to provide a detailed analysis of performance and trends
  • Must be able to maintain the confidentiality of information
  • Bring to the attention to the property team when the hotel availability status be changed and prepare for necessary action.
  • Prepare reports and the revenue packet for Weekly Revenue Strategy Meetings.
  • Upload hotel data to BudgeTools for hotel forecasting.
  • Manage wholesale inventory and closeouts
  • Follow up with group sales team on room block pickup.
  • Allocate daily tasks to Reservations staff
  • Review reservation booked daily
  • Review arrival report daily
  • Support Reservations Manager with implementation of policies and procedures
  • Responsible for recording Company/Travel Agent Rates both in system and correspondence file
  • Monitoring Telephone Manner and general performance of reservations staff daily
  • Follows up tentative bookings and update reservation status
  • Review no-show and cancelled reservations and processes charges according to hotel’s policy
  • In general, perform any other duties might requested by Corporate Director of Revenue Management and Reservations Manager

GENERAL REQUIREMENTS

• Must effectively communicate verbally and written with all employees and guests in an attentive, friendly, and service-oriented manner.
• Must be effective in listening to, understanding, and clarifying concerns raised by employees and clients.
• Must be able to multitask and prioritize departmental functions and meet deadlines.
• Maintain regular attendance in compliance with company standards.
• Must be effective in problem-solving.
• Comply with company standards and regulations.
• Must be able to maintain the confidentiality of information.
• Maintain flexible schedule as needed.
• Become trained in Opera, I-hotelier, Empower, Budget Tools, Rate 360 & Demand360 systems

Experience and Education: 

• Minimum of two year's hotel experience preferred
• Opera PMS experience strongly preferred
• Intermediate to advanced knowledge of Microsoft Excel, Word, and PowerPoint
• Ability to work in high pressure and high-stress environment
• Superior time management skills
• Must be able to communicate proficiently in the English language, both written and verbally.
• High School Diploma or equivalent; Bachelor’s Degree in Hospitality or other business-related degree preferred
• Must be flexible in terms of working hours and schedules

Physical Requirements

• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.