Reservations Supervisor

Company Description

Fairmont Amman offers travelers and residents of Amman luxury accommodations in 317 spacious guest rooms and suites, including Fairmont Gold, the hotel’s exclusive hotel within a hotel. With a modern, beautiful architectural design and stunning interiors, we make use of the finest wood and marble, and our rooms and hotel interiors combine classic luxury with contemporary design, all housed in spacious rooms of at least 42 square meters or more.

Job Description

• Proficient in English (verbal & written) essential and consistently offer professional, friendly and engaging service.
• Book and enter room reservation requests using the Property Management System.
• Enter rooming lists while ensuring accuracy, as required.
• Update reservations ensuring a flawless check in and check out process.
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities.
• Liaise with Sales and other departments as required.
• Answer telephone and email inquiries in a timely manner.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Follow department policies, procedures and service standards.
• Follow all safety policies.
• To monitor Reservations calls.
• Liaise with Reservations Director for inventory.
• Process reservations by mail, telephone, e-mail, fax and Trust System.
• Process reservations from sales offices, other hotel departments and travel agents.
• Knowledge of available room types, as well their location and layout.
• Knowledge the selling status, rates and benefits of all packages.
• Knowledge of hotel facilities.
• Handling guest special requests, preferred room type, offering smoking or non-smoking room.
• Offering Hotel Policies: children policy, cancellation and modification policy check in & check out time policy, guarantee policy.
• Communicate with other departments for VIP guests & groups, or any special requests to be arranged by other departments.
• Co-ordinate airport pickups and other transportation or excursion requests.
• Knowledge of contracted policies with other companies.
• Reporting to the Reservation Director for all reservation requests, or any new information should be known.
• Handling reservation filing procedures.
• Prepare daily reservation file, to be delivered to the Front Desk.
• Prepare needed reports for monthly forecasting.
• Prepare needed monthly run down reports, to follow up the definite & tentative future business with Travel Agents and any other reservation channel.
• Follow up on the CRS system and any other OTA’s system (Rating, opening and closing the dates, rates & room types).
• Follow up on the fully booked dates and over booked dates.
• Follow up on reservations agent daily work.
• Up selling individual & group requests.
• Handle groups rooming list with timing, rating and payment method.
• Reporting to the Assistant, Revenue Manager for any difficult situation.
• Shares knowledge and skills with other colleagues.
• Other duties as assigned.
  

Qualifications

• A strong focus on customer service.
• Prior experience in 5 stars hotel in reservation.
• Excellent communication skills: fluency in English is required, can understand and fluently speak in Arabic.
• Be able to work shifts, weekends and public holidays.