Job Description
Job Number:
Supervisor de Reservas (HOT0CCRG)
Work Locations
Hilton Barra Rio de JaneiroAvenida Abelardo Bueno Barra 20261-068
A Reservations Supervisor oversees the Reservations Team and how it performs routine procedures in order to maximise revenue and Guest satisfaction.
What will I be doing?
As Reservations Supervisor, you oversee the Reservations Team and how it performs routine procedures in order to maximise revenue and Guest satisfaction. The Reservations Supervisor will work with the Reservations Team to develop future and repeat business opportunities. Specifically, you will be responsible for performing the following tasks to the highest standards:
Assist in the day-to-day operations of the Reservations Department
Manage telephone, email and other enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximise revenue
Produce quotations and written confirmation to all clients
Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate, and Reservations policies and procedures are followed to ensure Guest satisfaction
Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
Assist in the recruiting, managing, training and developing of the Reservation team
Regularly monitor the team’s productivity, ensuring deliverables are met in accordance with the company’s established standards
Support the Revenue team in activities related to the creation, monitoring, and distribution of reports, as well as Hotel Distribution operations.
What are we looking for?
Experience as a Reservations Supervisor/Leader, or at least 2 years of experience in the Reservations Department.
Good organisational and administration skills
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Confident telephone manner
High level of IT skills
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Knowledge of the Opera hotel property management system (PMS) and the Omnibees and B2B Reservas distribution systems
Academic background in Hospitality/Tourism or another relevant related field
Completion of courses in Revenue Management and/or Hotel Distribution
Communication skills in Spanish and other languages
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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