Job description
Role Overview
Reservation Supervisor at Anantara Al Jabal Al Akhdar Resort, part of Anantara Hotels & Resorts, a global luxury hotel and resort brand rooted in Thai culture.
Company Overview
Anantara Hotels & Resorts is a global luxury hotel and resort brand founded in 2001 in Thailand, now expanded worldwide. The brand is rooted in Thai culture with an intrinsic sense of authentic hospitality, inspired by the Sanskrit word meaning "without end," embodying freedom, movement, and harmony. The company welcomes guests in some of the world's most captivating localesโfrom pristine beaches and private islands to ancient sites and vibrant metropolises.
Role Purpose
To maximize the revenue and profit production of all revenue centers in Anantara resorts by developing and implementing strategies that serve the needs of the business, guests, and colleagues. The Reservation Supervisor represents the hotel and country to guests from all over the world, delivering the highest quality of service through respect and collaboration.
Key Responsibilities
Guest Relations & Service Standards
- Promote a helpful and professional image to clients and extend full cooperation to any customer requiring assistance with a prompt, caring, and helpful attitude.
- Answer all incoming calls to reservations in accordance with hotel standards.
- Anticipate client needs.
- Represent the hotel and country to guests from around the world with respect and dedication to service excellence.
Reservations Operations
- Apply thorough knowledge and procedures for room reservations and group reservations.
- Maintain complete awareness of guest profiles through the reservations system.
- Understand and operate required procedures in Opera or any other system in use.
- Confirm all reservations and requests correctly and within 24 hours.
- Check online reservations on Central Reservations System (CRS) and other extranets two to three times daily if not interfaced.
- Understand and follow the 6pm release action and guarantee procedure.
- Ensure fax correspondence is checked and placed in the in-tray at the start of the shift.
- Verify that information received by fax is inputted and tallies with the computer system.
- Maintain filing on a daily basis and set up new files when necessary.
Rate Management & Product Knowledge
- Demonstrate complete product knowledge and understanding of rate structure.
- Apply rate management principles across all reservations.
- Maintain thorough knowledge of current rates and promotions.
- Understand the hotel's Credit Policy and ensure it is applied consistently.
- Be aware of updating rates and availability on all channels.
Sales & Revenue Optimization
- Positively contribute to sales activities within the hotel and maximize sales opportunities.
- Promote upsells and cross-sells at all times.
- Identify and communicate sales leads.
Administrative & Compliance
- Ensure all administration procedures are maintained to hotel and company standards.
- Prioritize work daily.
- Assist the Reservations Manager with all weekly and monthly reports.
- Attend training sessions when required and operate in line with training and information received.
- Cooperate in the performance of any reasonable task requested by management.
Additional Information
- Full details are available on the employer's original posting.