What you will be doing:
- Provide supervision to Reservations team to ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
- Ensure information provided to guests is accurate and individualized
- Attend to all guest queries in a prompt, professional manner to ensure a high level of guest satisfaction
- Coach Reservations Agent in areas of up-selling, cross-selling and ongoing skill set knowledge
- Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
- Assist Reservations Manager in preparing daily, weekly and monthly reports
- Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
- Ensure smooth shift changes with proper pass-on to the next shift
