Reservations Supervisor (Hotel)

Accor Hotels; Johannesburg; On-site; ZAR 250,000 - 350,000; Full time

Job summary

Accor Hotels is seeking a Reservations Supervisor to enhance the guest experience at their Johannesburg location. Responsibilities include managing bookings, achieving revenue targets, and collaborating with hotel teams to ensure exceptional service quality. Candidates should have a degree in Hospitality Management and a strong background in luxury hotel reservations, coupled with expertise in OPERA Cloud. This position offers competitive packages and a creative working environment.

Benefits

Competitive packages

Development opportunities

Qualifications

• Minimum of 3 years in hospitality reservations.
• Significant experience in luxury hotel reservations.
• Proficient in Up-Sell and Cross-Sell strategies.

Responsibilities

• Manage all booking records and correspondence.
• Utilize software for guest bookings and manage processes.
• Prepare daily, weekly, and monthly reports.

Skills

Effective communication skills in English

Up-Sell and Cross-Sell strategies

Managing booking channels

Education

Degree or equivalent in Hospitality Management

Tools

OPERA Cloud

Microsoft Office

Job description

Company Description: HYDE Johannesburg Rosebank offers a unique lifestyle hotel experience, blending festival-inspired food, music, nightlife, and rooms with natural textures and artisan touches.

Job Purpose: The Reservations Supervisor is responsible for achieving departmental targets by accurately interpreting guests' accommodation needs, maximizing room sales at optimal rates, cross-selling hotel services, capturing guest requirements in bookings, and providing accurate quotations.

With assistance from reservations agents, the supervisor manages all booking records and correspondence, aiming to maximize occupancy and revenue.

Primary Responsibilities

1. Utilize software and communication tools effectively for guest bookings, arrivals, stays, and departures.
2. Manage processes to ensure guest accommodations meet high standards.
3. Use property management systems to monitor guest preferences.
4. Prepare and analyze daily, weekly, and monthly reports.
5. Provide weekly forecasts, including results, variances, and budget comparisons.
6. Ensure timely responses to inquiries and accurate quotations.
7. Handle reservation correspondence meticulously and follow up on missing information.
8. Monitor provisional reservations, restaurant bookings, and deposit requirements.
9. Process deposits via credit card/EFT and handle cancellations and no-shows per hotel policies.
10. Update reservations promptly on OPERA Cloud for any changes.
11. Coordinate with other departments for special instructions and facilities.
12. Maintain knowledge of room types and availability on OPERA Cloud.
13. Report discrepancies and overbookings, and assist in resolving them.

Customer Specific Responsibilities

Deliver world-class service, collaborating with hotel teams to ensure guest safety, security, and preferences are prioritized. Respond promptly and courteously to inquiries.

People Specific Responsibilities

Conduct performance reviews, provide training on selling skills, and foster a positive work environment.

Quality Specific Responsibilities

Adhere to policies and standards, improve quality processes, and ensure guest preferences are captured and respected.

Finance Specific Responsibilities

Achieve occupancy, revenue, and upselling targets, manage bookings without pre-payment, and oversee payments and invoicing accurately.

Qualifications

• Degree or equivalent in Hospitality Management.
• Significant experience in luxury hotel reservations.
• Minimum of 3 years in hospitality reservations.
• Proficient in Up-Sell and Cross-Sell strategies, OPERA Cloud, Microsoft Office, and managing booking channels.
• Effective communication skills in English.

Additional Information

Join an innovative, fast-growing group, work in a creative environment, and enjoy competitive packages and development opportunities.