Reservations & Service Center Supervisor

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level daily.

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

• Resolve guest complaints, ensuring guest satisfaction.

• Maintain complete knowledge of:

• Handle accommodation inquiries following Rosewood Brand's Standards and LQA guidelines

• Control and manage room inventory following guidelines, advised by Revenue Team

• Correctly input information including guest profile, rate code, market code and etc. into Opera PMS to reflect the most accurate data for statistics and analysis purposes

• Generate reservation confirmations and ensure they are successfully sent to the bookers

• Issue payment links for clients according to payment and guarantee policy of each reservation

• Communicate to concerned departments on the reservation details and special preferences, especially ones that require advance preparations

• Understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel's revenue is optimized and highest profitability is achieved

• Proceed credit card payment for Direct Reservations with prepaid, non-refundable conditions and post the successful transactions into Opera PMS

• Recheck all bookings reserved in the system and compare with correspondence to ensure that all details are updated correctly

• Attend Arrival Review meeting with Operation Departments to communicate necessary information and ensure that all concerned team members understand details of each individual reservations, especially ones entitled to SAG levels

• Recheck commission on weekly basis and coordinate with Finance Team to ensure that commission amount for each commissionable reservation are reported correctly

• Supervise, coach and provide appropriate guidance/trainings for team members

• Answer all incoming calls, including internal and external, in accordance to Rosewood Brand's Standards, and LQA telephone etiquette

• Assist in reporting telephone equipment or service complaints and problems

• Handle additional duties assigned by the Director of Revenue or Reservations Service Center Assistant Manager

• All other duties as required.

Rosewood Hotel Group