Job description for Reservation Supervisor at Pertama Property Management
- Lead and support the Reservation team in daily operations.
- Monitor reservation performance, response time, conversion, accuracy, and productivity.
- Manage and follow up on inquiries from direct channels and online channels (booking platform).
- Ensure accurate reservations, including rates, availability, guest details, payments, and requests.
- Coach Reservation Agents in sales, communication, problem-solving, and service.
- Maximize bookings through upselling, cross-selling, and inquiry conversion.
- Coordinate with cross department to ensure seamless guest journeys.
- Monitor pick-ups, cancellations, modifications, no-shows, and booking issues.
- Ensure compliance with reservation SOPs and service standards.
- Handle escalated guest inquiries, complaints, requests, and complex reservations.
- Validate reservation records for accurate finance reporting.
- Manage guest reviews and escalate concerns to relevant departments.
- Identify operational gaps and improve reservation processes, systems, and workflows.
- Ensure accurate communication information, rates, policies, availability, and promotions.
- Support the Reservation & Revenue Manager in achieving revenue and reservation targets.
