Reservations Supervisor

  • Crowne Plaza Fiji Nadi Bay Resort & Spa
  • Lot 1 & 2 Nadi Bay Road, Wailoaloa, Nadi.
  • Jul 18, 2024
Full time Hospitality & Tourism

Job Description & Skills/Qualifications Required

IHG® Hotels & Resorts is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. As one of the world's largest upscale brands, we have properties located in major urban centres, gateway cities and resort destinations all around the globe. 

Be part of Fiji's globally anticipated new resort. At Crowne Plaza Hotel & Resorts, we support colleagues in delivering an unscripted approach to service that encourages warm, engaging interactions between the hotel team and guests. In our hotels you'll find a team who are people-first, professional and inclusive. 
 
If you are confident, positive, inventive and love to connect and collaborate you'll feel at home and excel at Crowne Plaza. 
 
What is the job?
We are looking for passionate people who are charming, confident and internationally minded being our next Reservations Supervisor at the Crowne Plaza Fiji Nadi Bay Resort & Spa.

Just like our hotels, no two colleagues are the same. We’re curious about you. How will you inspire the eclectic rhythm in our hotel? The Reservations Supervisor oversees the efficient operation of the Reservations Sales department and will be responsible for verification of reservations, online bookings, etc. Maintain ongoing communication with the reservations team ensuring all operational standards are met including brand standards, audit requirements and overall guest satisfaction.

 
A little taste of your day-to-day:
  • Act as a main resource for Reservation agents needing assistance technically or with regard to achieving customer satisfaction. 
  • Ensure the Reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc. 
  • Respond to all guest reservation requests and execute prompt, courteous and accurate guest service at all times. Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services. 
  • Answer guest inquiries pertaining to hotel services, registration of guests, and dining, entertainment and travel directions etc. 
  • Manage systems that are set up within the Reservations department to ensure accurate handling and monitoring of phone calls. 
  • Track all reservations picked up from all Online channels like hotel websites, other third parties etc. 
  • Verify all reservations taken on the reservation forms are updated. 
  • Verify if each reservation requests are processed as per the hotel standards and without delay. 
  • Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time. 
  • Process retentions, no-shows and cancellations as per the hotel policy and procedures. 
  • Details are shared with the concerned department or third party accurately. 
  • Monitor all Tentative/Provisional/Waitlisted bookings entered on the system and follow up done for deposits/guarantees. 
  • Records and files all reservation correspondence neatly and accurately on prescribed forms or folders. 
  • Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc. 
  • Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival. 
  • All reservation modifications are updated on the property management system immediately and accurately in case of any changes. 
  • Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservation letters.
  • Ensure acceptable service levels and all statistical reports are sought and maintained. 
  • Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended. 
  • Receive contracts detailing room allotments and create allotments on the hotel management system. 
  • Train newly recruited reservation staff in taking reservations, telephone etiquettes, reservation module on hotel software and processing emails. 
  • Manage all aspects of the Reservations department in the absence of the Reservations Manager.
  • Assisting Reservations team with balancing inventory during overbooking period.
What we expect from you:
  • Proficient in the use of Microsoft Office and Opera and other hotel sales systems.
  • Problem solving, motivating, organizational and training abilities.
  • Fluent in both spoken & written English required.
  • Literate and tech-savvy - you’ll need a good grasp of reading, writing and computers.
  • Flexibility - weekend and holiday shifts are all part of the job.
  • You’ll have a Hospitality and/or Tourism Diploma or qualification.
  • Experience - ideally you’ll have spent at least two years in the same role in a 5 star property.
  • Ability to work independently and within a team environment.
  • Perform other duties as requested by Management.
  • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

How do I deliver this?

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

What we offer

In return we'll give you a competitive salary package including, free transfers within the Nadi area to the resort and back, food and beverage discount, discounted room rates worldwide and the opportunity to progress your career with IHG®.

 Most importantly, we'll give you the room to belong.

 At IHG Hotels & Resorts, we are proud to be an equal opportunity employer.

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests. E-mail a letter of application and résumé in the first instance  to recruitment.cpfiji@ihg.com by 1600hrs, Monday 22nd July, 2024. 

Job Functions

Reservations Agent

Industry

Hospitality & Tourism

Indoor/Outdoor

Indoor, Outdoor

Job open to:

Fiji Residents Only