Reservations Supervisor

Ennismore; Miami Beach (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Delano, part of Ennismore, seeks a Reservations Supervisor to oversee Luxury and Lifestyle bookings, ensuring a seamless guest experience and adherence to Forbes Five Star standards. Under the Reservations Manager, you will manage voice sales and collaborate with travel agents and third parties to maximize guest relationships.

You will lead daily operations in reservations, know current rates and packages, upsell opportunities, and maintain proactive communication with other departments to

Qualifications

• Hospitality degree preferred.
• Customer service oriented.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with potential guests by phone.
• Must be able to pull and lift packages at least 40 pounds of force.
• Must have depth perception and balance, for overall performance and be able to work with computers

Responsibilities

• Process travel agent commissions.
• Process of group requests as well as blocking reservations.
• Process company hotels, restaurants and nightlife reservation requests.
• Liaison between sales manager and operational managers.
• Answer all phone calls promptly and in a courteous manner in keeping with Forbes and Delano standards.
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites and meeting rooms.
• Be aware of selling status, availability and upsell opportunities.
• Secure required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows.
• Follow up on guest or colleague requests to ensure satisfaction.
• Handle daily correspondence; respond to inquiries and make reservations as needed.
• Adhere to hotel and Reservations department rules and regulations.
• Participate in departmental meetings and assist in development of daily operations.
• Create and maintain positive relationships with other departments.
• Be knowledgeable of spa services and rates for guest inquiries.
• Assist with inputting weekend third party reservations.

Skills

Hospitality degree

Customer service

Phone communication

Lift 40 pounds

Depth perception / balance

Computer skills

Education

Hospitality degree

Job description

AN ICON EVOLVED
Honoring a celebrated legacy while shaping a bold new global chapter. In every location, Delano nurtures a refined spirit of community, welcoming the world’s most curious, creative and well-traveled.

Job Description

Job Purpose:

Under the general guidance of the Reservations Manager, the Reservations Supervisor is responsible for Luxury and Lifestyle reservations, overseeing guest booking experience and voice sales to assist the property in maximizing the relationship between guests, travel agents and third parties in line with Delanos' culture. The Supervisor will follow and adhere to Forbes Five Star call standards in every interaction and will be responsible for achieving or exceeding the call standards as determined by Forbes and Delano.

Duties & Functions:

• Processing travel agent commissions.
• Processing of group request as well as blocking reservations.
• Processing of the company hotels, restaurants and nightlife reservation requests.
• Liaison between sales manager and operational managers.
• Answer all phone calls promptly and in a courteous mannering keeping with Forbes and Delano standards
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites and meeting rooms.
• Be aware at all times of the selling status of the hotel, availability and upsell opportunities.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest or colleague requests to ensure satisfaction in a friendly and professional style.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence via reservations inbox.
• Be aware of and adhere to the rules and regulations of the hotel and the Reservations department.
• Participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
• Assist with inputting weekend third party reservations such as internet and wholesale

Qualifications

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Hospitality degree preferred.
• Customer service oriented.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with potential guests by phone.
• Must be able to pull and lift packages at least 40 pounds of force.
• Must have depth perception and balance, for overall performance and be able to work with computers