Reservation Supervisor - InterContinental Phu Quoc

Your day-to-day

People

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• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
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• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
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• Train colleagues to make sure they deliver with compliance and to the standards we expect
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• Drive a great working environment for teams to thrive - linking up departments to create sense of one team
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• Promote teamwork and quality service through daily communication and coordination with other departments
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• Recommend or initiate any HR related actions where needed
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• In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
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• Supervise and monitor Reservations team, ensure the team follows grooming standard and hotel policy
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• Develop and maintain a regular pattern of sales calls
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• Record and process reservations made by phone/fax/email
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• Accept and follow up wait list reservations

Financial

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• Help create the department’s annual budget and the setting of departmental goals
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• Monitor budget and control expenses with a focus on equipment and labour costs….
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• Manage “no show” reservations and cancellations by investigation, recording and following up penalty charge
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• Review group bookings and ensure room rates and billing instructions match contracts, manage room inventory on business blocks
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• Manage allotments for Wholesales FIT
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• Prepare reports as requested (eg. Commission, Reward Nights Reimbursement, Miscellaneous reports, etc.)

Guest Experience

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• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
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• Promote the Hotel’s (and IHG generally) products and services
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• Maintain a high level of product and service knowledge about all IHG Hotels in your region
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• Prepare and execute action plans which increase reservation sales and associated business
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• Maintain knowledge of special rates/ offers/ promotions
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• Monitor upselling target and encourage team to yield more revenue
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• Ensure arrivals/ VIP bookings must be checked carefully and well prepared prior to check in

Responsible Business

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• Attend groups meeting with Sales and Operation teams
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• Monitor extranets of OTAs and TAs
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• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety
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• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
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• May assist with other duties as assigned by management
• What we need from you?
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Education

• Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field
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Service years in the field

• 2 years related experience or one-year Reservations/ Front Office experience including supervisory experience, or an equivalent combination of education and experience
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Service years in supervisor/manager level

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Knowledge and skills

• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
• Problem solving, reasoning, motivating, organizational and training abilities
• Good listening, speaking, reading and writing skills
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• Language: Good English