Front Office Reservation Supervisor

On behalf of our client, we are advertising. The Samphire Rottnest is looking for a Front Office Reservation Supervisor to join their team based in Rottnest, W.A.

Provide professional services in a courteous manner. You are responsible for efficient handling of the guests and to make sure that they check in and check out as per the rules and regulations. You are to make sure that the visitors remain satisfied and content with the services that are being offered, and also take feedback from their guests as to how their services can be improved.

Responsibilities:

• Ensuring all guest reservation are entered correctly in Property Management System
• Provide guidance for Guest Service Agents.
• Provide support for the Rooms Division Manager with regards to guest reservations.
• Greeting guests upon arrival and making them feel welcomed.
• Administering check-ins and check-outs.
• Providing front desk services to guests.
• Assigning rooms and taking care of administrative duties.
• Processing guest payments.
• Coordinating with Concierge, Porter and Management to execute guest request.
• Being a source of information to guests on various matters such as transport and restaurant advice.
• Accommodating general and unique requests.
• Diffusing conflict or tense situations with guests
• Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds.
• Ensure that seven-day reservations checks are carried out to re-confirm booking.
• Co-ordinate and inform maintenance of out of order rooms in conjunction with relevant Department Managers.
• Ensure correct charges are processed for all room upgrades, guest extensions, Internet and telephone charges.
• Ensure all guest rooms moves are correctly entered into the reservations systems and communicated to the Porters and Housekeeping departments.
• Organise appropriate arrangements for guests whose transfer and travel arrangements have been disrupted by weather and or any other delays.
• Oversee daily guest communications, including message delivery, departure letters etc.
• Attend training for all employees on all aspects of the departmental operating procedures
• Ensuring that both the front desk and all back offices and stores are kept in a clean and tidy condition at all times.
• Maintain good working relations with all departments in the Hotel.

• Comply and abide by all Hotel policies, initiatives and procedures.
• Abide by all Workplace Health, Safety and Hygiene regulations at all times.
• Abide by the guidelines set out in the Samphire Rottnest and Hotel Rottnest Employee Handbook.
• Keep updated on product knowledge of Hotel and related activities.
• Maintain excellent grooming and hygiene standards.
• Carrying out any other reasonable duties as directed by the General Manager

• Strong staff management and supervisory skills
• A great understanding of customer service in retail and hospitality
• Excellent communication skills
• Ability to work as part of a team
• Cash handling skills
• Competency with stock management and stock take procedures

• At least 2 years relevant working experience

Work Location: Rottnest WA 6161