Accor S.A. is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties
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Revenue & Reservations Supervisor
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldHospitality / Hotel / Restaurant 
Job Description
- To supervise all incoming and outgoing room reservation requests and make sure they are attended to as per the hotel standards and procedures.
- To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and increase revenue.
- To recognize potential clients and to transmit information to the Sales Department.
- To recognize a VIP guest and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers (guest/company/agencies).
- To promote the Accor loyalty programs and the Hotel promotions.
- To respect the privacy of the guest and the confidentiality of the information.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To Supervise and report all the guest comments or complaints.
- To call the manager for advice in serious cases or if an approval is required.
- To ensure that the telephone etiquettes are properly used as per brand standards.
- To ensure a perfect knowledge of room type and rate structure among the Reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To supervise that the Guest History is accurately maintained.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To achieve Quality Tools Yield Management performance with reservations team.
- To know the competitors and to gather information about their activities and sales.
- To provide updated reports and statistics to the management and other departments.
- To follow up availability and rates charts on TARS and other booking systems/channels.
- To maintain database for ATACS follow up.
- To supervise daily check-list.
- To fulfill administrative task and filling.
- To ensure a proper use and maintenance of reservation communication system
- (Telephone, fax-mail).
- To supervise that the key Handling procedures are respected.
- To supervise that the emergency and security procedures are respected.
- To supervise that the lost & found procedures are respected.
- To read and update logbooks.
- To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
- To maintain a clean and tidy working area all times.
- To share daily activity highlights with the manager including internal and external guest opportunities.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- To be updated with latest administrative, organizational, operational or the other
- changes and news.
- To respect schedules, terms and deadlines as agreed with the Management.
- To conduct/attend a daily line up briefing with the reservation team.
- To support reception training in reservation techniques and procedures.
- Drive Market Share and Revenue Performance through proper pricing and mix management.
- Develop overall pricing strategy to include all market segments and distribution channels
- Effectively manage and be in control of all inventory in all distribution channels including branded web, 3rd party sites, TARS, and the GDS
- Closely monitor competitive pricing and understand the impact of relative pricing decisions on property performance
- Review and analyze data on an ongoing basis
- Responsible for effective implementation and compliance with brand Revenue Management Standards
- Complete understanding and effective execution of current and new RM tools. Provide the hotel team with regular updates on hotel performance.
- Effectively use of systems in place.
- To carry out special projects according to the assignments.
- To carry out any other reasonable duties as assigned by the manager.
Qualifications
- To report for duty punctually wearing the correct uniform and name tag.
- To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
- To provide friendly, courteous and professional service at all times.
- To maintain good working relationships with colleagues and all other departments.
- To read and understand the hotel’s Heartist Handbook and to adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
- To comply with local legislation as required.
- To respond to any changes in the department as dictated by the needs of the hotel.
- To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
- To attend training and meetings as and when required.
- To carry out any other reasonable duties as assigned by the manager.
Method of Application Interested and qualified? Go to Accor on jobs.smartrecruiters.com to apply
