Reservations Team Lead
hace 19 horas
Accommodate Guests with Excellence
At Accor, we are seeking a skilled Reservations Supervisor to join our team at Fairmont La Hacienda in southern Spain. This luxurious 5-star hotel and branded residences offer breathtaking sea views, pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces.
The successful candidate will be responsible for ensuring that all procedures are performed to the hotel's standards, providing optimum service to guests, visitors, and other departments. They will also handle guestroom reservations, including changes, cancellations, and processing travel agent commissions.
Key Responsibilities:
- Respond to incoming calls within 3 rings, using correct salutations and telephone etiquette
- Process reservation requests, changes, and cancellations received by phone, e-mail, internally, or through global reservations center (GRC), travel agencies, or group planners
- Ascertain caller's needs through open-ended questions and describe room accommodations and amenities
- Obtain necessary information to book a reservation and accommodate special requests
- Access guest history records to best service guests and maintain accurate information
- Promote special offers to callers requesting reservations on designated dates
- Verify availability and suggest alternate dates for fully committed dates
- Set up proper billing accounts and process advance deposits
- Verify all reservation information with the caller to ensure accuracy
- Input correct information into proper fields to inform other departments of pertinent information
- Process confirmation letters and initiate deposit refunds for canceled reservations
- Refer requests for initial booking of group rooms, banquet, or convention requests to the Sales Department
- Review group turnovers, room blocks, and ensure that group reservations are made against the room block
- Ensure group rooming lists are input in a timely manner and monitor group cut-off dates
- Review group resumes and attend resume meetings to ensure reservations and group blocks reflect pertinent information
- Attend weekly resume meetings and compile and maintain information for daily/weekly/monthly reports
- Monitor group reservation activity and communicate status with the Sales Department during weekly pickup meetings
- Conduct basic training for new staff and work closely with other departments to effectively accommodate guest special requests and amenities
- Process Travel Agent Commission batches weekly and research past-due commission claims
- Action OTA and Wholesale bookings, changes, and messages through FIT emails and extranets
- Update Extranet with cancellations and no shows and monitor hotel inventory to ensure stay-through availability and upsell opportunities
- Apply room type changes and complimentary upgrades strategically to optimize hotel occupancy and revenues
- Review Reservations Made Yesterday report on a daily basis to ensure booking accuracy and hotel preparedness for packages, special requests, and requirements
- Review cancellation and no show daily and post charges when appropriate
What We Offer:
A competitive salary of approximately €40,000 per year, plus benefits, including discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe. We provide learning programs through our Academies to promote growth and development, so you can perform at your full potential. Opportunity to develop your talent and grow within your property and across the world.
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