الوظيفة

POSITION TITLE: Reservation & Operations Supervisor - Senior Level 
REPORTS TO: Operation Manager / Reservation Manger 
POSITION SUMMARY:
He or She primarily supervises the reservation functions for the Car Rental ensuring all reservations are processed in a pleasant, professional and efficient manner. Manages and coordinates activities of reservation team members providing reservations and customer services skills. 
Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the reservation manager or operation manager with budgeting, forecasting, and hiring, retaining and developing reservations and customer service employees.
DUTIES AND RESPONSIBILITIES:
• Act as a main resource for clients needing assistance technically or with regards to achieving customer satisfaction.
• Ensure reservation department and car rental operation staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
• Responds to all client reservation requests and executes prompt, courteous and accurate guest service at all times.
• Fully knowledgeable about car rental availability, rates, promotions, replacements, and services.
• Answer guest inquiries pertaining to car rental services, registration of clients, and processing of bookings, car delivery, any related services for clients.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assists and prepare in cars availability process.
• Maintains a clean and organized work area. 
• Attends all scheduled meetings as required with HOD's or Sales team.
• Create and manage rates and packages configured or circulated by the management.
• Track all reservations picked up from all On-line channels like rental website, emails, phone, other third party etc. 
• Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online sheets etc.
• Update No-shows and cancellations without causing any complaints.
• Verify all reservations taken on the online reservation forms are updated without fail.
• Understand and enforce company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
• Verify if each reservation requests are processed as per the company standards and without delay.
• Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
• Process retentions, no-show and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
• Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
• Train newly recruited reservation staffs in taking reservations, telephone etiquettes, and reservation module on company software and processing emails.
• Ensure deposit payment is taken in advance for all pay at desk reservations eg: Direct reservation, cash payment basis.
• Manage all aspects of reservation department in the absence of reservation manager.
PREREQUISITES:
Excellent communications skills and extremely organized. Service Orientation ie actively look for ways to help people. Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software's, Booking engine, management systems and computers.
EDUCATION:
3 years diploma or 4 year Degree in Travel, Hotel, Tourism Industry or closely related discipline and/or equivalent combination of education and experience.
EXPERIENCE:
Minimum 1-2 years previous experience in reservations, 5 -6 years general experience. The successful candidate is likely to have a passion for customer service, excellent communication skills and good levels of written and spoken English.
Qualified candidates should send their CV to [[email protected]] 
Kindly insert the job position in subject field.
Job opening expires by 10th of October 2022.

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