Reservations / OTS Supervisor

Job description

Key tasks

 Assist the Reservation Manager in overseeing the operations of the department.
 Manage reservation forecasts.
 Monitor reservation ambassadors constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
 Establish good public relations with all guests. Provide services and information which is most accurate and updated to guests in the most meaningful way.
 Ensure all pre check-in procedures are followed through.
 Keep track of all offers, options, confirmations, reminders, deposits, billing and no shows.
 Check the next day's arrivals and liaise with the relevant departments.
 Be understanding and supportive by encouraging and motivating all ambassadors in your department.
 Conduct daily briefings in the absence of Reservations Manager
 Take messages upon request and handle guest wake up calls.

One Touch Service
 Ensure OTS agent complies with Sofitel brand standard.
 Ensure the OTS agent delivers and completes all the paperwork required for Front Office/ Reservations within the time frame required
 Ensure that the OTS agent answers every call within the time frame stipulated and in a professional and caring way for the guest
 Ensure that all requests taken by the OTS agent have been properly passed on to the correct department and followed up
 Work closely with the FOM to create a development plans for OTS agent
 Work closely with FOM regarding rostering for OTS agent
 Any other duties assigned by your manager.