Reservations Supervisor

About the role

Join us as a Reservations Supervisor in Hotel Indigo Singapore Katong and Holiday Inn Express Singapore Katong . You'll have ambition, talent and obviously, some key skills. We're looking for someone who can: Financial returns: Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques Promote the Hotel's (and IHG generally) products and services Prepare and execute action plans which increase reservation sales and associated business To ensure the accuracy for all bookings (FIT/GIT) Support rate loading, package setup, promotions and room inventory management. Work closely with Sales and Revenue teams to maximise conversion and occupancy. Monitor booking trends, cancellations and pick-up pace. People: Work with direct manager (Reservations Manager) to ensure productivity of work Train team members and keep team updated on most current system change/ new procedures or campaigns Ensure that IHG Code of conduct is followed at all times Work collaboratively with all stakeholders to ensure productivity and accuracy of work from the department and to support the delivery of revenue plan for the hotels Handle escalated guest or booker enquiries professionally. Liaise with corporate clients, travel agents and internal departments to ensure booking accuracy. Support group bookings, amendments and special requests. Guest experience : Maintain updated knowledge on product and service offerings (including campaigns) in IHG Hotels Develop and maintain regular checks on own department and supporting department's work procedures to ensure updated relevant ways of working Process reservations accuracy and support upsell opportunities Responsible business : Manage "no show" reservations and ensure accurate charging Monitor room balancing on regular basis and ensure inventories and availabilities are up to date in all channels Ensure all commissions payable are accurate and accruals submitted to finance within the given dateline Monitor pace of bookings and past, current and future occupancy levels and rates Prepare reports as requested. Ensure reservation records, billing instructions and guest data are handled accurately and confidentially. Ensure adherence to IHG brand standards, data protection and audit requirements. Demonstrate awareness of H&S policies and procedures and ensure all procedures are conducted safely and within H&S guidelines Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly Initiate action to correct a hazardous situation and notify supervisors of potential dangers Log security incidents and accidents in accordance with hotel requirements Performs all other duties as assigned by the Reservations Manager/Management Accountability This position requires individual to process all reservation inquiries efficiently and accurately and convert all requests where possible to meet hotels' budget targets. This is done under the general guidance of the Reservations Manager, or his /her delegates, within the limits of established InterContinental Hotels Group and local hotel policies and procedures. Individual will help to support a desired work culture around IHG's Winning Ways and embrace the IHG Commitment. The accountability also includes handling all training and guidance of team members on reservations related matters to ensure a conducive, positive and performance driven work environment. Qualifications and requirements Diploma/Vocational Certificate in Hotel Management, Business Administration, or related field, with 2 year's related experience including supervisory experience, or an equivalent combination of education and experience. Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Possesses problem solving and organizational and training abilities. Proficient in the use of computer. Comfortable with Excel reports and reservation tracking. Prior experience in hotel reservations, revenue support or front office operations will be advantageous. Familiarity with Opera / Opera Cloud, CRS , channel management systems and online travel agency platforms will be preferred. The ideal candidate should be detail-oriented, commercially minded, service-focused, and comfortable working in a small team in a fast-paced, dual-property environment. In return for your hard work, you can look forward to a highly competitive salary and benefits package, including Meal Allowance Birthday Off Medical Benefits Dental Benefits Insurance Coveraege 25-50% F&B Discount at restaurants within IHG Hotels Special Employee Rate at all IHG Hotels Worldwide Room to Grow Opportunities Financial returns: Sell the InterCon

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