Reservations Supervisor

3 weeks ago

Dublin, Ireland Anantara The Marker Dublin Hotel Full time

This is a superb opportunity to join the hotel team of Anantara The Marker Dublin Hotel Hotel Reservations Department as Reservations Supervisor.

Anantara The Marker Dublin Hotel is a Leading Hotel of the World and it is imperative that the candidate has the ability to deliver a high level of service in a confident and professional manner.

What do we have to offer you:

  • Competitive Salary
  • Career Progression
  • Refer a Friend program - €500 bonus for a referral of your friend or acquaintance for a vacancy in Anantara The Marker Dublin Hotel or another hotel of Minor Hotels Group
  • Excellent Room Employee Rates in over 500 Minor Hotels properties worldwide
  • Unlimited access to our eLearning platform
  • Increased holiday entitlement for long service employees
  • Meals whilst on duty in our employee restaurant
  • Employee Recognition Awards
  • Employee Assistance Program - mental health and wellbeing support
  • Complimentary provision and laundry of uniforms

General Responsibilities

  • As a member of LHW (Leading Hotels of the World), you are responsible for maintaining the standards as set by LQA (Leading Quality Assurance) and applying the Anantara Brand.
  • To ensure the highest hotel standards of luxury and quality are delivered consistently to our guests.
  • To have an understanding of the Hotel’s Vision & Mission statement is communicated to the team.
  • To comply with Anantara The Marker Dublin Hotel competencies and positive behaviours.
  • To ensure that areas of responsibility are clean and well maintained and cleaning checklists are adhered to.
  • To report defective materials and equipment to the appropriate Departments.
  • To ensure that personal objectives are set and achieved on a yearly basis.
  • To ensure a consistently high level of security is well maintained throughout the Hotel.
  • To have strong product knowledge of all areas of the hotel.
  • To comply with the hotels cash handling procedure.
  • To anticipate guests needs and ensure that service is provided to the level they require and beyond their expectations.

Specific Duties

  • To carry out all duties in line with the departmental Standards Manual (Leading Quality Assurance).
  • To provide a channel for communication within the hotel to effectively deal with all telephone and email enquiries in a professional and courteous manner.
  • To manage the Anantara The Marker Reservations email and respond in a timely manner.
  • To be fully aware of any hotel promotions, corporate promotions or special exclusive offers.
  • To be knowledgeable and informed about the hotel, local area, hotel amenities and the introduction of new products/services.
  • To liaise with other departments to ensure that the guest experience goes beyond their expectations, all guest requests are attended to efficiently.
  • To input reservations into our PMS (SAP) and ensure all bookings created are done so correctly.
  • To ensure Guarantees and Payment Methods are attached to all bookings.
  • To take reservation calls in line with LQA standards.
  • To allocate guest preferences, VIPs, traces, etc.
  • To upsell all aspects of the hotel.
  • To issue confirmation letters and ensure rooms are guaranteed by Moto link or Pre Payment (3C).
  • To ensure our 3rd Party websites are maintained to a 90%+ response score for any queries.
  • To update our PMS with all 3rd Party and Guest Requests.
  • To identify any potential corporate guests and liaise with the sales team to acquire the account.
  • To check arrivals daily, ensure they are guaranteed and extend our guest services where necessary.
  • To deal with regular corporate bookers and maintain strong relationships.
  • To check no-show charges daily and handle billing.
  • To profile merge and manage accurately and efficiently.
  • To communicate effectively with Front Office, Reception, Housekeeping, Spa, and restaurant regarding all guest requirements.
  • To issue proforma invoices for travel agent reservations and secure payment.
  • To check commission invoice in line with converted business.
  • To manage the requirements for small groups and crew.
  • To assist the management team on administrative tasks i.e. OTA Responses, Guest Profiling, Arrival Checks & Communications with internal teams.
  • To process F&B reservations in a timely manner.
  • To attend internal meetings where necessary and identify VIP’s at the morning stand up meeting daily.
  • To ensure full knowledge and update all luxury consortia booking benefits on the PMS.
  • To email a VIP arrivals list every evening for the following day, ensure all teams are aware of VIPs.
  • Ensure we are quoting based on the revenue strategy/pricing.
  • Charge any Prepaid/Advance Purchase bookings using the Credit Cards provided in a PCI compliant manner.
  • Manage the output of the reservation’s team agents ensuring they have a pipeline of work to be carried out and manage their daily output so the team is working efficiently and effectively.
  • Understand and proactively engage with all Anantara Brand standards.
  • Communicate clearly with Front Office highlighting any tasks that must be carried out to enhance a guest stay/experience.

References:

All employment offers made are subject to a valid work permit and us receiving two satisfactory references, which could be:

  • A corporate email and/or phone number or
  • A letter in a headed paper signed by the manager / HR.

We will not ask for reference details until you reach the interview stage.

Skills:
Communication skills, Interpersonal Skills, Leadership/Management Skills, Reservation, Telephonic Skills, SAP, Hospitality.

Benefits:
Meal Allowance / Canteen, Uniforms / Dry Cleaning, eLearning, Career Progression, Employee Room Rate, Employee Rewards.

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