Reservations Supervisor Resume Sample
Melody Predovic
3329 Lang Square,
Chicago,
IL
+1 (555) 567 9298
Work Experience
Reservations Supervisor
01/2018
-
PRESENT
New York, NY
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
- The ability to assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation
- Assist to manage and coordinate all group and individual reservations
- Assist to produce daily, weekly, monthly and quarterly reports as required
- %- Researches and updates all reservations staff on Hilton enhancements and problems. Maintains and updates the reservations computer system
- Ensure staff’s knowledge of hotel services, features, and amenities
- Train Reservations/PBX agents on guests’ special requests and associated procedures
Group Reservations Supervisor
09/2012
-
08/2017
New York, NY
- Ensure that all rates, packages and hotel sales strategy information are built in the hotel’s inventory system
- Change sales strategy and rooms’ inventory according to city demand trends
- Step in and help motivate our sales culture and performance
- Would be eligible for reservations incentive program
- Upervisory experience in Reservations for Property Management and Vacation Rental
- Navigate PMS systems
- Answers incoming guests call professionally
- Books reservations for guests, ensuring accuracy in reservation
Groups Reservations Supervisor
12/2008
-
03/2012
Los Angeles, CA
- Responsible for reaching targeted goals outlined in Incentive Terms
- Obtains a low percentage of call abandonment on monthly basis
- Cancels or changes reservations as requested
- Maintains a strong understanding of Sunriver Resort and Central Oregon alike
- Capitalizes on up-selling to maximize night stays and maximizing rates
- Focuses on yield management strategies
- Generates additional interest in all recreation/spa products and utilizes concierge/vacation planner to solicit business
- Responsible for tracking calls that are “turn away”
- Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
Education
University of San Francisco
2003 - 2007
Bachelor's Degree in Hotel Administration
Professional Skills
- Excellent interpersonal skills and outgoing disposition
- Excellent multi-tasking and organizations skills required
- Excellent interpersonal skills and ability to perform consistently under pressure
- Strong attention to detail, professional communication skills both written and verbal are all essential requirements
- Strong keyboard skills, 55 WPM
- Coaching and team-building skills
- To ensure up-selling skills are utilised while making reservations
How to write Reservations Supervisor Resume
Reservations Supervisor role is responsible for english, interpersonal, credit, training, database, compensation, payroll, reporting, research, insurance.
To write great resume for reservations supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Reservations Supervisor Resume
The section contact information is important in your reservations supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Reservations Supervisor Resume
The section work experience is an essential part of your reservations supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous reservations supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular reservations supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Reservations Supervisor resume experience can include:
- Proven ability to handle multiple priorities and meet deadlines
- Quickly and positively establish rapport is required to effectively interact with external and internal guests
- Attention to detail, professional presentation along with business like verbal and written communication skills
- Solid Opera experience required
- Overseeing the pre-arrival experience and assisting guests with booking reservations
- Creating an exceptional Guest Experience for our elite members and special occasion guests
Education on a Reservations Supervisor Resume
Make sure to make education a priority on your reservations supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your reservations supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Reservations Supervisor Resume
When listing skills on your reservations supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical reservations supervisor skills:
- Good listening and analytical skills, attentive Commercial know-how
- Good supervisory, interpersonal, relations and negotiation skills
- Ambassador of the Guest Experience and spearheading personalizing the guest experience
- Communicates effectively to the team on any changes to the system, customer profiling, rates, strategies, promotions and specials
- Refined verbal, written and spoken English skills
- An ability to coach agents in their guest service skills as needed
List of Typical Experience For a Reservations Supervisor Resume
1
Experience For Hotel Reservations Supervisor Resume
- Extensive experience within a Reservations team, experience or exposure to group reservations would be highly regarded
- Analyze and resolve problems while exercising good judgment and maintaining the best interest of Sunriver Resort and its Guests and Owners
- Maintains strong communications with Front Desk, Concierge and Bell service
- Experience in an Incentive Based environment required
- Develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department statistical measurements
- Previous experience in guest services
- At least one year of Reservations, Revenue, Group Sales, Guest Services or Customer Service experience required
- Customer service or hospitality experience required
- Previous supervisory and/or call center experience - Required
2
Experience For Group Reservations Supervisor Resume
- Experience in a high volume call center highly desired
- Two or more years of progressive reservation experience with at least one year in a supervisor position in a luxury lifestyle brand
- Previous front office and/or reservations experience is an asset
- Previous experience with Passkey and Opera (Micros-Fidelio) an asset
- Embracing talent development by actively planning and participating in training initiatives
- Loading / Changing rates in One Yield
- Amending MarRFP as applicable
- Responsible for ensuring accurate Reservations are being made by the Reservations Team by auditing, training, and coaching Agents in correct procedures
3
Experience For Franchised Reservations Supervisor Resume
- To conduct on-going training of new, existing and cross-training employees
- Responsible for updating and training all Reservations Standard Operating Procedures
- Assist in creating and booking catering groups
- Ensure the house figures are prepared for the daily morning meeting and in the absence of the Reservations Manager, present the figures at the meeting
- Responsible for all training including new and current Reservations Sales Agents
- Provide support to the reservations team when necessary by answering questions, taking escalated calls, etc
- Support the hotel’s ongoing upsell efforts by motivating agents daily
4
Experience For Groups Reservations Supervisor Resume
- Create and maintain a team environment including all Front Office Staff, ensuring that they are trained in the Reservation process
- Assist in creating and booking mini groups
- Assist in preparing for monthly department meeting
- Assist in processing and properly routing credit card authorizations
- Be responsible for the mentoring and training of Reservation Agents. Display 5 Start Standards
- Complete two written call monitoring reviews per shift and conduct follow up coaching sessions on individual results
- Oversee the booking of all executive office, marketing, membership, villa sales and all other internal reservation requests
5
Experience For Reservations Supervisor France Resume
- Maximize occupancy levels by reviewing and revising revenue strategies
- Ensure group billing is accurate before folder is sent to Accounting
- Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests
- Understand, or have a willingness to learn, basic accounting processes to ensure billing is accurate to contracted terms
- To handle overflow of Tour reservations including being knowledgeable of Key Accounts and their contracts
6
Experience For Cluster Reservations Supervisor Resume
- Assist with Scheduling and Vacation planning as required
- Maintains an up to date working knowledge of all resort amenities, events, outlets and hours of operation
- Handle all incoming resort phone calls
- Multi-task and adapt to changing guest needs
- Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy
- Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
7
Experience For Reservations Supervisor Resume
- Monitor commission payments with the Hotel’s accounting department
- Work efficiently while maintaining a harmonious relationship with employees at all levels of the organization
- Responsible for all incoming bookings and inquiries
- Conduct daily briefing in the absence of Reservation & Revenue Manager
- Be pro-active in making suggestions for the increased room revenue and room night production
- Supports a departmental orientation program for talent to receive the appropriate new hire training to successfully perform their role
- Understand and enforce hotel and company credit policies. Ensure proper routing and payment methods are applied
- Be available to assist FIT staff at all times during your work day
8
Experience For Hotel Reservations Supervisor Resume
- Maintain agent production reporting
- Maintain updated reservation training manual
- Maintain Aspire training to ensure acceptable monthly team scores
- Maintain FIT Mini group tracking and info sheets
- Monitor and coach agents on proper selling (ASPIRE) techniques and customer service
- Work one on one with agents who are under performing
9
Experience For Group Reservations Supervisor Resume
- Confidence to delegate whist being hands-on at the same time
- To monitor the room availability for the coming months and liaise with the Revenue Manager with regard to the Inventory
- Ensure that all bookings are displaying the correct rate
- Coach and manage a team of 13 direct report sales agents with focus on motivating sales team to exceed monthly metrics
- Responsible for charging advance deposits, no-show fees and cancellation fees
- Liaise with Passkey to set up both call in and rooming list groups
- Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy
10
Experience For Franchised Reservations Supervisor Resume
- Support the hotel’s ongoing service and standards and philosophy
- Assists with managing VRBO and Airbnb accounts
- Acts as reservations leader in the absence of the Reservations Manager. This includes but is not limited to handling conflict, guest issues and questions
- To ensure the reservation sales agents are filling the responsibilities as outlined in their job descriptions
- Coordinate with other departments every detail of guest reservation informing the manager concerned by special attentions
- To assist Management in increasing the Hotel's profitability
- Attend to faxes and phone calls in a timely manner, working within a 24 hour turnaround
- To have a thorough understanding of Marriott Honored Guest Awards, Club Marquis and Marriott Miles programs
- Be able to move, lift, carry, push, pull and place objects weighing less than or equal to 25 pounds without assistance
List of Typical Skills For a Reservations Supervisor Resume
1
Skills For Hotel Reservations Supervisor Resume
- Ensure the effectiveness of the reservations team in selling the appropriate rates/packages at the appropriate time. Monitor and maintain upselling
- Telephone marketing/sales experience and ability to sell
- Previous data processing or computer experience
- An excellent speaking voice and formal phone etiquette
- Maintain good working relationships and open communications with all other departments
- Proven record of consistently achieving Incentive/Goals required
2
Skills For Group Reservations Supervisor Resume
- Implement and manage all processes related to the effective handling of inbound guest calls and outbound calls
- Previous experience working at a major hotel/casino resort complex
- Experience in Reservations
- Previous experience with reservations in the hotel/leisure industry and on the track to get promoted to management level
- Front of house hotel and supervisory experience is required
- Languages: fluent in the national language, and good level in English
- Has experience in an international hotel in the same capacity
- Previous experience in the Reservations function within the hotel sector
- Strong administrator and communicator
3
Skills For Franchised Reservations Supervisor Resume
- At least two years’ experience in reservations environment
- Opera and/or property management experience
- Computer experience at intermediate level is mandatory with knowledge of
- Experience in 4 / 5 hotel with at least 120 rooms is required
- Excellent telephone voice and manner
- Good Microsoft Excel and Word knowledge
- Opera Fidelio, Delphi and Holidex experience is desirable but not essential
- Previous reservations and/or customer service experience
4
Skills For Groups Reservations Supervisor Resume
- Customer service experience, preferably in a luxury hotel
- Hotel experience with a position that used property management systems
- Bending, pulling, stooping, kneeling, and lifting
- Allocating rooms at the time of the booking when applicable
- Welcoming personality, who has an understanding of the Luxury market
- Maintaining and responding to all requests received in the Reservations email address and Washington@fairmont.com
- Understanding of hospitality operating systems, particularly SMS Host
- Embracing the W Brisbane Core Vision and Values and ensuring it is cascaded to our talent
5
Skills For Reservations Supervisor France Resume
- Working directly with all clients to handle any additions/cancellations/changes
- Handling all types of reservation and ensure all correspondence are reply within 24 hours
- Checking correspondence on a daily basis
- Checking all new reservation and ensure all details are updated in the system
- Controlling the room allotments materialization
6
Skills For Cluster Reservations Supervisor Resume
- Entering rooming list and reservations as required
- Detailing of VIP reservations and Group Information
- Building packages based on contract details
- Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies
- Provide support to the Group Coordinators by helping with overflow work, running rooming lists, entering group blocks, completing attrition
7
Skills For Reservations Supervisor Resume
- Assist in creating a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors
- Audit existing reservations to ensure accuracy. This includes taking advance deposits, checking for correct codes, and daily pre arrival reporting
- Co-ordinating all reservations and approaching each booking proactively to maximize
- Minimal carrying, lifting or pulling required for role
- Assists in managing the day-to-day operations of the Department, conducting briefings and assigning tasks to the team
- Initiate programs to help train and develop the team as it relates to policies and procedures; including retraining on existing policies, procedures & SOPs
8
Skills For Hotel Reservations Supervisor Resume
- Assist in interviewing, hiring & training of new associates
- Assist with planning and execution of all team meetings, including Aspire training
- Manage hotel selling strategy by opening and closing to
- Change easily and frequently from one activity to another - such as from typing, to searching in a directory, to using a telephone
- Be fully aware of the hotel’s selling strategy, rates and booking status
- Be proactive in promoting a positive work environment by communicating ideas, suggestions or concerns in a constructive, timely manner
- Advanced in writing and speaking English
9
Skills For Group Reservations Supervisor Resume
- Support the Sales and Marketing team in correct corporate tracking and company profile maintenance in the PMS
- Ensures that all reservation details are being captured accurately and that the correct policies and procedures are being adhered to
- Identifies learning and development requirements within the team and conducts training accordingly
- Maintain and ensure dining special events and regular dining waves are correct
- Maintain Catering group tracking and info sheets
10
Skills For Franchised Reservations Supervisor Resume
- Maintain Training Master Tracking sheets
- Responsible for changes, cancellations, billing, upgrading, etc for all guests
- Liaise with Conference Services team and/or group contact to ensure accuracy of rooming lists and billing instructions
- Assist in providing reservation related training to applicable operational departments
- Lead by example in demonstrating high levels of guest service, teamwork and “stepping out of the box” where possible
- Attend monthly Marketing Department meeting
- Assist with creating weekly schedule and monitoring attendance and punctuality
List of Typical Responsibilities For a Reservations Supervisor Resume
1
Responsibilities For Hotel Reservations Supervisor Resume
- Previous experience in Reservations is essential to this role
- Consistently demonstrates a commitment to personal guest service excellence and hotel profitability
- Ensures effective resolution of service issues with a proactive approach to guest and associate needs
- Previous Reservations and/or Front Office experience is required
- Excellent knowledge of MFR (My Fairmont Reservations), Property Manager, Windows, MS Office, Word, and Excel a definite asset
- Accurately and promptly fulfilling guest requests by understanding and anticipating guests’ needs
- Handle guest complaints keeping management informed, escalating issues as needed
- Lead by example in fostering positive employee relations and demonstrating core values
- Ensure group courtesy calls are being completed
2
Responsibilities For Group Reservations Supervisor Resume
- Enter and clean incoming reservations from sources other than call in
- Capture sales from the incoming calls, and coordinate details of each reservation to ensure the guest’s satisfaction
- To maintain and update Guest Profile and Marketing Database
- To comply with all hotel policies relating to reservations
- To attend all Hotel’s Training as requested by the management
- To ensure that the hotel’s grooming standards are maintained at all times
3
Responsibilities For Franchised Reservations Supervisor Resume
- Perform up selling whenever possible
- To ensure the Reservations Agents are filling the responsibilities as outlined in their job descriptions
- To understand and adhere pricing strategies, rate restrictions, hurdles and availabilities
- Liaise daily with the Revenue Management Executive and Director of Revenue Management regarding business on the books and the strategy for the day
- Maintain accuracy and cleanliness of the PMS Database by ensuring market segmentation is accurate for each reservation and merge guest profiles as necessary
- To certify that all Reservations Agents are adhering to hotel standards and that these standards are implemented at all times
- Assist Revenue Manager with IPS/Property profile maintenance and updating 3rd party websites
- Responsible for the training and overall performance of the Reservations team
- Implement projects to increase up selling and SPG enrolments for the reservations department in conjunction with Revenue Manager
4
Responsibilities For Groups Reservations Supervisor Resume
- Control of manpower through accurate rostering
- Responsible for achieving positive results for Mystery calls and internal audits
- Collaboration with the sales department in contracting tour groups
- Accurate input of tour rooming lists
- Assist with training, support, and development of Reservations Agents
- Provides leadership, motivation, direction, training and support to the Reservations Sales Agents
5
Responsibilities For Reservations Supervisor France Resume
- Daily payroll edits, and bi-weekly payroll balancing as required
- Ensure all group and wholesale rooming lists are loaded timeously
- Develop and maintain training manual for Reservations
- Handles transportation billing
- Communicate on a daily basis with the management team all relevant information regarding the reservation department and occupancy forecasts
- Quick to grasp concepts and able to adapt to changing situations
- Work in a fast paced and fast changing environment
- Open availability – including weekends, and holidays
6
Responsibilities For Cluster Reservations Supervisor Resume
- Employee housing available
- Maintain Safety Training
- Answer phone calls and help guests as needed during peak call times
- Commitment to delivering a luxury service to our guest
- Coordinate with OC&E team and Assistant Manager of Reservations to produce training schedules and curriculum
- Trace and follow up on all cut off dates, rooming lists, deposits and other client/guest requirements
7
Responsibilities For Reservations Supervisor Resume
- Comfortable using Opera or similar software
- Well versed in using Microsoft Office and knowledge in Opera system is an advantage
- Supervise, train, schedule and evaluate Reservation Agents, ensuring that all procedures are performed to the hotel's standards policies and procedures
- Maintain call reporting
- Knowledge of MS Office is - Required
- Ensures the brand and/or Group's loyalty programme is promoted to guests
- Motivates and drives the team to attain the department's quantities targets
- Assist in the day-to-day operation in order to monitor occupancy, managing overbooking, tracking of promotional offers, denials, rate and inventory control
8
Responsibilities For Hotel Reservations Supervisor Resume
- Complete group summary form with accurate counts and information
- Greet Tour Guides upon arrival and discuss any issues that need to be taken care of
- Prepare key packets for group arrival
- Ensure all amenities and turndown service are completed for specified group
- Documentation of hotel lost n’ found items. Follow up on lost items to ensure quick return to owner. Record and deliver lost n’ found items to NPS
- Involved in weekly conference calls for Groups Department
9
Responsibilities For Group Reservations Supervisor Resume
- Ensure groups reservations and city ledger are set up correctly
- Ensure front desk staff has pertinent information for group arrivals/departures
- Access and ensure that Reservation Agents properly access all functions of Reservations system
- Provides input into the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure Bellagio’s competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
- Answer and reserve incoming reservations calls adhering to Four Seasons Reservations Standards
10
Responsibilities For Franchised Reservations Supervisor Resume
- Answer emails from the Reservations email box
- Provide support to the Guest Recognition Specialist with special projects
- Ensures all tasks on the daily checklist are carried in an efficient and timely manner (including but not exclusive to all reports, no shows/cancellation processing and spot checks)
- Ensures Sales Agents record and process reservations made by phone/fax/email, as well as amendments to reservations
- Promptly attend to all guest inquires & complaints within 12 hours ensuring solutions support both positive guest experience & revenue generation/retention (“Webguru” + Glitch)
- Ensure the team is motivated to work at their highest individual levels of performance
- Ensure Sales Agents sell InterContinental, Crowne Plaza and InterContinental Residence Suite product and services for rooms, restaurants and golf club by using up-selling, cross-selling and suggestive selling techniques through coaching
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