Reservation Supervisor at Sonesta Hotels International Corporation in Lihue, Hawaii

Job Description:

Job Description Summary

As a Reservations Supervisor, you will oversee the daily operations of the Reservations Department, ensuring efficient booking processes and high guest satisfaction. You will train manage room inventory, and ensure compliance with standards to maximize room sales and occupancy. The role requires handling guest inquiries, special requests, and complaints in a professional manner while collaborating with other departments to fulfill guest needs. You will also supervise the selling, upselling, and processing of reservations for individual, FIT, and corporate clients. Your goal is to ensure timely responses, accurate bookings, and smooth communication to enhance the guest experience.

Job Description

Principle duties and responsibilities (Essential Functions) include:

• Control room and rate availability to maximize occupancy and revenue.


• Handle group bookings in coordination with the Sales Department, maintaining files and special instructions.


• Manage suite reservations with the Front Office Manager for VIP, corporate clients, and returning guests.


• Prepare and distribute daily, weekly, and monthly occupancy, revenue, and guest reports.


• Ensure all reservations confirmations are communicated to the relevant departments.


• Handle guest complaints professionally and escalate issues to senior management when necessary.


• Answer phone inquiries and respond to emails; provide accurate information on availability, rates, policies, and promotions.


• Enter, change, and cancel reservations in the Property Management System (PMS), maintaining proper records.


• Utilize Microsoft Office programs for reporting, communication, and administrative tasks.


• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.


• Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.


• Explain guarantee, special rate, and cancellation policies to callers.


• Answer questions about property facilities/services and room accommodations


• Follow sales techniques to maximize revenue.


• Communicate information regarding designated VIP reservations.


• Input and access data in reservation system.


• Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department.


• Oversee accuracy of room blocks and reservations.


• Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups.


• Set-up proper billing accounts according to accounting policies.


• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.


• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.


• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.


• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.


• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.


• Display daily professional, courteous, attentive, helpful, and positive attitude towards all guests, fellow employees, and managers.


• Ability to work cohesively with co-workers as part of a team to reach common goals.


• Perform other job duties as requested by supervisors/managers as other job duties may be assigned as needed.


• Understanding Sonesta's company and safety policies and maintain compliance with OSHA and the health department requirements.

Job Qualifications and Standards:

• Proficiency in PMS (SIHOT, Passkey, or similar), Microsoft Office (Outlook, Excel, Word).


• Strong communication skills in English, both verbal and written.


• Ability to type at least 35 WPM and process credit card transactions.


• Excellent interpersonal skills, patience, tact, and diplomacy.


• Ability to work under pressure and maintain strong attention to detail.


• Strong working knowledge of hotel front office, housekeeping operations and accounting procedures.


• Strong working knowledge of the hotel's property management and point of sale systems.


• Financial management skills, including budget management, expense control and analysis of Profit and Loss statements.


• Strong people management skills, including coaching, motivating, delegating, scheduling and relationship-building.

Education and Experience:

• 2-3 years in hospitality preferred, with prior experience in reservations, customer service, or hotel operations.


• Demonstrate a thorough knowledge of hotel information including, but not limited to, room category, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.


• High school diploma or equivalent education, or a combination of education, training, and experience that provides the necessary skills.

Physical and Working Conditions:

• Ability to sit for extended periods in a confined space.

Expected Hours of Work:

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.


• Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight.


• Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position.


• Ten to twelve hour shifts sometimes required.

Travel:

• No travel required.

Additional Job Information/Anticipated

Pay Range

$31.08-$33.14 - Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance


• Health Savings Account with Company Match


• 401(k) Retirement Plan with Company Match


• Paid Vacation and Sick Days


• Sonesta Hotel Discounts


• Educational Assistance


• Paid Parental Leave


• Company Paid Life Insurance


• Company Paid Short Term and Long Term Disability Insurance


• Various Employee Perks and Discounts


• Hospital Indemnity


• Critical Illness Insurance


• Accident Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.