AN ICON EVOLVED
Honoring a celebrated legacy while shaping a bold new global chapter. In every location, Delano nurtures a refined spirit of community, welcoming the world’s most curious, creative and well-traveled.
Job Purpose:
Under the general guidance of the Reservations Manager, the Reservations Supervisor is responsible for Luxury and Lifestyle reservations, overseeing guest booking experience and voice sales to assist the property in maximizing the relationship between guests, travel agents and third parties in line with Delanos’ culture. The Supervisor will follow and adhere to Forbes Five Star call standards in every interaction and will be responsible for achieving or exceeding the call standards as determined by Forbes and Delano.
Duties & Functions:
• Processing travel agent commissions.
• Processing of group request as well as blocking reservations.
• Processing of the company hotels, restaurants and nightlife reservation requests.
• Liaison between sales manager and operational managers.
• Answer all phone calls promptly and in a courteous mannering keeping with Forbes and Delano standards
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites and meeting rooms.
• Be aware at all times of the selling status of the hotel, availability and upsell opportunities.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest or colleague requests to ensure satisfaction in a friendly and professional style.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence via reservations inbox.
• Be aware of and adhere to the rules and regulations of the hotel and the Reservations department.
• Participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
• Assist with inputting weekend third party reservations such as internet and wholesale
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
• Hospitality degree preferred.
• Good communication skills.
• Customer service oriented.
• Previous reservation experience.
• Computer skills.
• Flexible schedule.
• Multi -lingual preferred.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with potential guests by phone.
• Must be able to pull and lift packages at least 40 pounds of force.
• Must have depth perception and balance, for overall performance and be able to work with computers
