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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1715187
Job Function: 
Finance
Location: 
Dammam, Eastern Province Saudi Arabia
Brand / Resort: 
Wyndham Garden Hotels
Schedule: 
Full-time

Reservations Supervisor - Wyndham Garden Dammam

17 Oct 2017
SUMMARY
Scope and General Purpose of Job
 
Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the reservation manager or front office manager with budgeting, forecasting, and hiring, retaining and developing reservations and customer service employees. The Job incumbent works in line with the hotels guidelines and business plan, and Wyndham Corporate policies and procedures, and according to local requirements and regulations.
 
KEY RESPONSIBILITIES
 
Operational
  • Records reservation information accurately
  • Identifies and records group and transient business codes
  • Informs other departments of VIP arrivals
  • Identifies commissionable reservations and secures required information
  • Records and processes deposit information
  • Identifies and records special billing instructions; approves credit after consultation with the credit controller
  • Files all reservations in a systematic order for easy referral
  • Records requests for special accommodation and suites
  • Uses and ensures up-selling techniques are followed by reservation agents
  • Handles all special requests appropriately
  • Pre-blocks all special requests or VIP accommodations accurately
  • Keeps all departments informed of the new group bookings
  • Maximizes customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to the guests
  • Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner
  • Acknowledges assigned reservation faxes and messages
  • Check previous night’s statistics
  • Review No Show and early departures
  • Check the selling availability and strategy with the Revenue Manager and ensures it is followed by reservation agent.
  • Check all arrivals
  • Cancellation by Date (Previous Night)
  • Rate Change (Previous Night)
  • Stays Activity (Previous Night)
  • No Shows of the Day (Previous Night)
  • Early Departure Report (Previous Night)
  • Check the pigeon hole, fax machine and emails for reservations
  •  Action all correspondence immediately
  • Follow up no shows with the companies
  • Follow up LPO’s and vouchers
  • Check all complimentary and upgrade forms
  • Ensure correct rate codes and market codes for in house guests
  • Print all arrivals for the next day
  • Check next day arrivals and send the correspondence to Front Office
  • Follow up any visa applications as per procedures
  • Assists colleagues to perform similar or related jobs
  • Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
  • Accepts flexible work schedule necessary for uninterrupted service to hotel guests
  • Maintains own working area, keeps materials clean, tidy and in good shape
  • Continuously seeks to endeavor and improve knowledge of own job function
  • Updates information of hotel facilities and nearby sights of interest and importance (hospitals, stations, tourist sites)
  • Maintain standards of operation and departmental procedures
  • Accept methods of payment by the hotel and hotel’s credit policy
  • Ensure correct guarantee status in the system for all arrivals
  • Update company and travel agent profiles in OPERA
  • Communicates effectively with guests, colleagues, and supervisors.

 

Laws, Regulations & Policies

  • Ensure compliance with business operations laws
  • Ensure compliance with hospitality operations laws
  • Ensure compliance to all applicable laws, and corporate standards and guidelines

 

 

Associate Relations

  • Fosters and develops effective associate relations throughout the hotel
 
Health & Safety
 

  • Ensures that all potential and real hazards are reduced immediately
  • Fully understands the hotel’s fire, emergency and bomb procedures
  • Ensures that emergency procedures are practiced to provide for the security and safety of guests and associates
  • Anticipates possible and probable hazards and conditions and corrects them or take action to prevent them from happening
  • Ensures that the highest standards of personal hygiene, dress, uniforms and appearance

 

Miscellaneous

 

  • Attends meetings and trainings required by the Department Head or Hotel Management.
  • Attends meetings and training as required.
  • Continuously seeks to endeavor and improve the hotel’s efficient operation and knowledge of own job function.
  • Ensures all requests and correspondence (e.g. from Department Head) are dealt with in a timely and accurate manner.
  • Attends any property meetings that are relevant to the position.
  • Is knowledgeable about corporate loyalty / Incentive Programs.
  • Assists colleagues to perform similar or related jobs when necessary.
  • Ensures guest satisfaction by attending to their requests and inquiries courteously and efficiently.
  • Accepts flexible work schedule necessary for uninterrupted service to hotel guests and the hotel’s stakeholders.
  • Maintains own working area, materials and company property clean, tidy and in good shape.
  • Embraces the core values of Wyndham Hotels and is seen as a brand ambassador of WHG
  • Is well updated on, and possesses solid knowledge of the following:
  • Hotel fire, bomb and emergency procedures
  • Hotel health and safety policies and procedures
  • Wyndham Hotels standards of operation and departmental procedures
  • Current licensing relating to own responsibility, and to the hotel
  • Accepted methods of payment by the hotel
  • Corporate clients generating high business volume

 

 

Human Resources

  • Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged.
  • Control the LTO, Absence and Payroll in your department  in conjunction with the HR Leader on property to ensure that any areas of concern and monitored and rectified to meet the HR BSC Targets.
  • Ensure that you dine in the Associate restaurant at least three times a week and provide HR Leader on property feedback.
  • Support WYNcom with quarterly People, Community and Sustainability engagement events

 

SKILLS & COMPETENCIES

  • Problem Solving
  • Customer Service
  • Analytical skills
  • Flexibility
  • High of Communication skills
  • Knowledge of Opera / Fidelio / Other world Class Property Management System is required.
  • Ability to remain calm whilst under pressure.

 

Employment Disclaimer

 

In some locations around the world, Wyndham Hotel Group manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotel Group performs recruiting and hiring functions on behalf of the owner. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotel Group where Wyndham Hotel Group is serving only as the recruiter and will not be my actual employer.

 

Qualifications
  • Bachelor’s Degree preferred.
  • Experience as a reservations agent
  • Experience working with property management software systems

Copyrights

If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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