Hotel Vacature: Reserveringen

Reservations Supervisor

Samenvatting

  • Hotel vacatures van: Waldorf Astoria Amsterdam
  • Standplaats: Herengracht 542-556, 1017 CG Amsterdam, Noord-Holland
  • Totaal aantal medewerkers: 162
  • Dienstverband: Fulltime baan
  • Functie categorie: Reserveringen
  • Referentie nr: 42928
  • Geplaatst op: 14-10-2022

Algemene informatie

* DUTCH REQUIRED *

As a Reservations Supervisor for the Waldorf Astoria Amsterdam you will be responsible for ensuring consistent quality of customer service is provided to the guests in accordance with the Waldorf Astoria True Service Standards.
 
To provide guests with a memorable stay experience that is personalized to their needs, throughout their stay at the hotel by ensuring that the team is  responding efficiently to their enquiries and advising them of the amenities and benefits offered by the hotel.
 
Supports team members on a daily basis with any queries and issues that may arise, engages with them to ensure well-being and satisfaction. Has the responsibility to assist the management to drive and deliver positive results. 
 
Essential functions
 
Responsibilities

  • Attend mandatory daily briefings and departmental meetings, etc.
  • Demonstrates complete working knowledge of the Waldorf Astoria Amsterdam Service Delivery Standards.
  • Participates in developing new programs and ideas to improve True Waldorf Service, guest satisfaction and revenue sources.
  • To provide guidance and assistance to reservations agents in special requests or challenges that may arise in the department
  • Responsible with the reservations team to make sure that any no-shows, waitlists, Trace reports & profile update are consistently done in a proper way respecting all deadlines.
  • To handle staff scheduling and administrative report requirements
  • To handle special projects delegated by the General Manager/ Reservations Manager / Revenue Manager
  • Distribute workload for the day
  • Encourage team member to upsell and maximize upsell revenue
  • Ensure all incoming reservations are acted. Check the quality of reservations, telephone skills and outgoing communication.
  • Communicate with sales team and ensure to follow-up on any possible leads, trends in corporate pick-up/wash at early stage.
  • Assist the Reservations Agents with the acceptance and entry of reservations by telephone and  e-mail whenever needed.

Organization / Training

  • Conduct / Assists in supervising, training and directing all aspects of Reservation Department.
  • Supervise the taking of reservations and operate systems in accordance with standards.
  • Training Records must be kept updated and planned training completed.
  • Ensures implementation of all the instructions coming from Revenue Team.
  • Ensure a consistent high standard of presentation is maintained for the department. 

Communication

  • Maintain good communication between the different departments at the hotel
  • Ensure regular communication meetings / weekly meetings are held within the reservations team.
  • Maintain a high level of communication with major sources of business and advise the management of feedback if necessary 

Supportive function
 
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the company.

  • Acceptance and entry of room reservations by telephone, email and fax
  • Cancel / updating of reservations via the OnQ system
  • Exact knowledge and correct application of various rates
  • Handling tasks through a daily checklist
  • Observance of the established standards of service
  • Adherence to company credit policies
  • Ensure Quality Checks on existing reservations
  • Taking note of special requests/ wishes of guests and making sure that these are followed for room reservations and restaurant reservations according to standards
  • Training and coaching the team 

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.

  • Ability to work under pressure and deal with stressful situations during busy periods.
  • Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
  • Any additional language(s) is (are) beneficial.
  • Demonstrates complete working knowledge of the Waldorf Astoria Amsterdam Service Delivery Standards.
  • Gains and maintains a broad cultural awareness.
  • A broad knowledge of the city of Amsterdam, in order to provide a spotless guest experience.
  • Maintain good communication and working relationships with all hotel departments. 

 

Bedrijfscontactgegevens

  • Hotel vacatures van: Waldorf Astoria Amsterdam
  • Contact persoon / afdeling: Wendy Vesters
  • Adres: Herengracht 542-556
    1017 CG Amsterdam, Noord-Holland
  • Telefoonnummer: 020 7184633
  • Website: http://www.waldorfastoria.com/amsterdam
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