The incumbent of this position is responsible for the efficient functioning of the Reservations department.
The job of Reservations Supervisor is executed satisfactorily when:
The job of Reservations Supervisor is executed satisfactorily when:
- Reservation standards are implemented and complied to.
- All relevant data is entered in the systems in a timely and accurate manner
- Direct reports have a career plan.
- Receipt of any email request is acknowledged within a maximum of 48 hours.
- Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
- Train, develop, and motivate staff to increase productivity.
- Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
- Review My Fidelio, OCM & PMS availability keeping sufficient inventory for high yield segments.
- Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
- Ensure all internal package breakdowns are loaded and in line with financial department.
- Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
- Control no show and late cancellation charges.
- Ensure that the team is aware of the internal credit policy.
- Follow up on lost business and bring information about them to the knowledge of the department superiors.
- Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
- Spot-check reservations made the previous day and check all VIP arrivals.
- Maintain all reservation standards.
- Keep department informed of all changes in systems or procedures.
- Monitor reservation pick-up for the coming months.
- Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
- Test calls LQA / IFH results > 85%.
- Review daily reservation accuracy, rate compliance from segment and source, system close-out when necessary and rate availability.
- Ensure clients’ satisfaction and adherence to Kempinski service standards.
- Follow internal credit policy.
- Follow up on lost business and bring information about them to the knowledge of the department superiors.
- Spot-check reservations made the previous day and check all VIP arrivals.
- Test calls LQA / IFH results > 85%.
- Follow the internal up-sell programme for Reservations department.
- Perform any other duties as assigned to them by management.
NATIONALITY: Egyptian
EDUCATION: Hotel Apprenticeship, Higher College Education
EXPERIENCE: To fill the position, one of the following is required:
Minimum of 2 year experience in a reservation position preferably in an international five-star hotel
LANGUAGE: Ability to work and communicate in a multinational environment:
Local language – excellent oral and written skills (as applicable)
English – excellent oral and written skills
Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this
position:
Luxury Hotel Experiences
Good Communication skills
Knowledge of hotel operations & Computer systems
General knowledge of tourist and business-related information
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol
TECHNICAL
COMPETENCIES: Computer literacy adapted to the field of training:
Microsoft Office (Word, Excel and PowerPoint)
Good knowledge of Opera
Good knowledge of Micros
INDIVIDUAL
CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
People Oriented
Passionate for European luxury
Entrepreneurial
Straightforward
Motivating others
Planning/ Organization
Problem solving
Flexibility
Concern for quality
Initiative
Results oriented
Teamwork / Cooperation
Interpersonal skills
Customer service orientation
Oral and Listening Skills
Good writing skills
Friendly and caring attitude
Self-controlled
OTHER SKILLS: Additional language (French - Spanish - German), Problem solving, Friendly and caring attitude, Straightforward and Customer service orientation
EDUCATION: Hotel Apprenticeship, Higher College Education
EXPERIENCE: To fill the position, one of the following is required:
Minimum of 2 year experience in a reservation position preferably in an international five-star hotel
LANGUAGE: Ability to work and communicate in a multinational environment:
Local language – excellent oral and written skills (as applicable)
English – excellent oral and written skills
Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this
position:
Luxury Hotel Experiences
Good Communication skills
Knowledge of hotel operations & Computer systems
General knowledge of tourist and business-related information
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol
TECHNICAL
COMPETENCIES: Computer literacy adapted to the field of training:
Microsoft Office (Word, Excel and PowerPoint)
Good knowledge of Opera
Good knowledge of Micros
INDIVIDUAL
CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
People Oriented
Passionate for European luxury
Entrepreneurial
Straightforward
Motivating others
Planning/ Organization
Problem solving
Flexibility
Concern for quality
Initiative
Results oriented
Teamwork / Cooperation
Interpersonal skills
Customer service orientation
Oral and Listening Skills
Good writing skills
Friendly and caring attitude
Self-controlled
OTHER SKILLS: Additional language (French - Spanish - German), Problem solving, Friendly and caring attitude, Straightforward and Customer service orientation
At Kempinski Hotels we pride ourselves on delivering a beautiful performance for each and every one of our guests. Dedicated to please, educated to entertain and never compromising on the European elegance of service, we are driven by our passion for crafting distinct and meaningful experiences. Each of our remarkable properties is a stage upon which our people perform their best and every day is an opportunity to apply their unique talents. We offer recognition for your skills, an environment that encourages personal growth, and respect and support from colleagues and leaders. Connected by our shared values, our passion for craftsmanship, and our care for one another, we are a global community of hoteliers. Your stage awaits. Discover a career crafted by you.