Reservation Supervisor

Italian Hospitality Collection | Full time
Reservation Supervisor - Curio Collection by Hilton | Florence Reservation Supervisor - 5* Curio Collection by Hilton

For the new opening of a 5* Hotel in Florence, branded Curio Collection by Hilton, we are looking for a Reservation Supervisor who will report directly to the General Manager of the property.

Mandatory Requirements:

A minimum 3 years of travel industry experience in an assistant or agent role.
Native or fluent in Italian (written and spoken).
Fluent in English (written and spoken).
Must be an EU Citizen or possess an Italian work visa.
A minimum of 2 years in a reservations or operations position.
Current experience with an international branded hotel group.
Additional language (French or German would be considered a plus).
Confident use of Hilton systems (OnQPM).
SCOPE OF THIS ROLE

The main objective of this role will be: i) maximizing room nights, ADR, and rooms revenue; ii) quality assurance based on Brand standards and procedures; iii) oversee the reservation team, as well as both direct and indirect individual reservations.

The successful candidate should demonstrate a clear commitment to the importance of the brand’s philosophy, possess strong written and oral communication skills, as well as being experienced in negotiation and time management.

The company also requires the candidate to follow all procedures and plans in order to contribute to achieving and exceeding revenue targets.

CORE JOB RESPONSIBILITIES & DUTIES

Leadership Skills:

Build a positive environment among the assigned team and colleagues.
Conduct performance evaluation and assessments within assigned team.
Coach, train, and guide the team in the performance of their duties as to specific position responsibilities, sales and negotiation techniques, reporting procedures, etc.
Be an inspiring frontrunner, leading by example, guiding and assisting assigned team in all circumstances.
Recruit new team members as needed.
Reservation Activities:

Organizing, overseeing, and performing (where needed) all reservation activities.
Maintaining the in-house reservation systems in order (OnQPM).
Participates and assists in the creation of special promotional programs, and utilizes online platforms to market current specials to the general public.
Performs all duties and responsibilities in a timely and efficient manner, in accordance with established company policies and procedures to achieve the overall objectives for the position.
Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious work climate.
Access and review team’s performance.
Minimize safety hazards by following all safety rules and procedures.
Adheres to hospitality policies and procedures and verifies that team is doing the same.
Ensures a high level of customer satisfaction.
Liaising with Revenue Department for new SRPs, promotions, and business opportunities.
Monitor, identify, and report current and future business trends to ensure profitable sales in periods of low and high demand.
Monitor competitive hotels to ensure continual market share improvement.
Ensure that reservations are fulfilled in a timely manner while meeting all deadlines.
Supervise the reservations department staff, including hiring new employees as needed.
Assisting clients with special requests or problems with reservations or accommodations.
Ensuring the accuracy of information in company databases related to client data, reservations, payments, and other records.
Working closely with S&M, as well as operation teams, to develop new products or services to meet customer needs.
Contributes ideas to improve products and services offered.
Capitalizes and leverages Hilton Worldwide tools and resources to maximize impact of the brand’s contribution.
Room Revenues per each segment according to budget guidelines.
Room nights per each segment according to budget guidelines.
ADR per each segment according to budget guidelines.
PERSONALITY & SKILLS

Plans, organizes, and uses a systematic approach to get things done.
Manages time and resources effectively. Prioritizes actions and manages tasks to completion. Actively seeks opportunities to develop and learn from experience.
Communicates openly and clearly both verbally and in writing. Pitches information at the appropriate level. Listens to the needs of others before contributing.
Develops positive working relationships at all levels. Manages conflict effectively. Motivates and inspires others to perform. Collects and analyses relevant information about a problem.
Continually seeks innovative solutions. Makes conscious decision to go for action.
Not afraid to commit mistakes and learn from them. Accepts personal responsibility to make things happen. Constantly reviews to improve.
Self-reliant, working with minimal control and direction. Acts on own initiative when appropriate. Takes calculated risks to achieve results.
Thinks ahead, developing contingency plans where necessary. Has a drive and determination to succeed.
Contributes and is effective when working in team with peers.
Presents powerful arguments which persuade others. Expresses confidence in own ideas and networks with others.
Gains commitment to action from a range of people.
Adapts quickly and positively to new situations. Continues to be productive in changing circumstances.
A passion for target-based performance.

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