Reservation Supervisor | Four Season

Job Description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

Job Responsibilities

General

• Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programs
• Actively plans and manages the career development of every employee (Weekly, Monthly) through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth
• Organizes and manages the department in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between departments
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
• Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals
• Assist in preparation of weekly forecast and / or weekly Revenue meeting,
• Maintain a professional appearance at all times and to conduct personal behavior in a mature professional business manner when representing the resort or company.
• Maintains an organized administration of departmental and personnel records, including rostering and leave planning 
• Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook
• Conducts daily briefing and monthly departmental meeting (in the absence of the Department Head) and participates in meetings when invited
• Provides a monthly fair performance feedback to employees and immediate supervisor, formally and informally as appropriate
• Is seen as a hands-on leader, assists employees in crunch times; Walks the talk
• Proposes personal goals and objectives based on self-analysis of strengths and weaknesses to reservation agents; Supervises and achieves agreed goals; Adjust trainings based on goals achievement.
• Actively participates in the mentoring program when enrolled
• Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply and takes appropriate action
• Promotes and ensures a safe working environment
• Performs any cognate duties as assigned
• Performs any additional duties as assigned by Assistant Reservation Manager, Reservation Manager or Director of Revenue
• Flexibility to work to demands of the business

Departmental

• Answer the telephones professionally and in a manner, including transferring and routing misdirected calls and taking messages at any given time.
• Process WRO, TRUST, FIT and internal reservations, management reservations, reservations from the Central Reservations System, GRC, employee complimentary requests, rooming lists, group blocks, travel agent discounts, e-mails and faxes.
• Monitor Online Travel Agencies (OTAs) and Online Tour Operators extranet (reservation functions) to ensure data accuracy
• Provide supervision, training, direction and leadership to Reservations Agent, including scheduling, performance management and department planning
• Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
• Assist in preparing daily, weekly and monthly reports.
• Understand Revenue Management strategies, G3 sell levels and sell directed rates and apply these methods to the sale of available hotel inventory.
• Assist in the coordination of new rate offers including PMS & WRO rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing.
• Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge and call management in a professional, helpful manner.
• Lead by example in fostering positive employee relations and demonstrating core values.
• Ensure information provided to guests is accurate and individualized.
• Monitor day-to-day operations to ensure call / emails volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized. 
• Ensure smooth shift changes with proper pass-on to the next shift.
• Develop, enhance and maintain training manual for Reservations.
• Report any equipment failures/problems & repair requests to Maintenance Department.
• Cooperate and coordinate teamwork with other departments
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.  Providing accurate and individualized information to the guests.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EMBARK.

Special Requirements

• Holds a diploma in the hospitality field or any related area.
• 2-3 years’ working experience in a 5 star hotel or resort.
• Have working knowledge of the Rooms Division activities.
• Excellent oral and written communication skills.
• Fluent in English and French.
• Team player
• Possesses business acumen, well developed guest PR skills and personal flair
• Computer literate (Word, Excel)
• Fully proficient in PMS (Opera)

Compliance Policies

• Grooming Policy
• Confidentiality Agreement
• Policy Against Harassment
• Electronic Systems Policy
• Code of Business Conduct and Ethics
• Employee Handbook Acknowledgement Form