Reservation Supervisor

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.

Listed below are the mandatory & preferable requirements recognized as minimum level to be short-listed for this role.

Mandatory:

- 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.

Preferable:

- Highly computer literate.
- 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.

Location base: - Florence.

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 negotiations 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.
- Minimizes 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.

Key performance indicators
- 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

These are the personal skills, qualities, and attributes you will need to demonstrate to carry out your job effectively.
- 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 mínimal 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