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Reservations Supervisor (Based in Athens)

Costa Navarino, Greece, Greece, 240 01

Reservations Supervisor (Based in Athens)

  • Costa Navarino, Greece
  • Sales & Marketing Division
  • Full time

We are looking for a Reservations Supervisor to join our team at Mandarin Oriental Costa Navarino.

This role will be based in Athens.

Mandarin Oriental, Costa Navarino will be located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort will be part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It will comprise 99 guest rooms, including 48 pool villas, all with outdoor terraces and sea views, along with five restaurants and bars.

Mandarin Oriental, Costa Navarino will position itself as an exclusive resort hideaway in Greece, providing the best of barefoot luxury art of living.

Mandarin Oriental, Costa Navarino will differentiate themselves from other resorts through a flawless execution paired with offering of creative bespoke experiences tailormade for each guest. Exceptional staff will truly delight and satisfy each and every guest with our exemplary Legendary Quality Services emphasizing a sense of place mixed with our Oriental heritage.

The Reservations Supervisor will take full responsibility for all aspects of the Reservation Department, be responsible for the smooth running of Reservations as well as to assist the Director of Revenue to maximise occupancy and yield as per the budget.

The Reservation Supervisor is responsible for assisting the Director of Revenue in overseeing the overall daily reservation operation including some Revenue parts.

He/She is to ensure a good working environment and colleagues’ relations throughout the resort and should further be responsible for the training and professional development of all reservation colleagues.

Reservations Supervisor Responsibilities

  • Ensure smooth running of Reservation operations and maintain standards within budget:
  • Provide leadership, motivation, training, and support to the Reservations Department.
  • Ensuring daily tasks and checklists for all reservation colleagues are completed.
  • Conduct monthly department meetings and weekly briefings.
  • Ensure all Reservation Agents are well trained and informed of all rates, promotions, and corporate programs.
  • In charge of Legendary Quality Assurance, Legendary Quality Experience and Mandarin Oriental Quality Assurance trainings.
  • Maintain a close and effective working relationship with all supporting departments.
  • Scheduling of the reservation colleagues in accordance with business demands.
  • Set a leadership example for the department in professionalism and striving to exceed guest expectations on a daily basis, as well as consistently offer exceptional, friendly, and engaging service.
  • Problem-solving and coaching colleagues in situations to ensure that guest expectations are exceeded.
  • Conduct regular audits of Global Reservations Centre, GDS, Third Party Sites, Property Manager, and other systems to ensure accuracy in rates, packages, promotions, and availability.
  • Creation and distribution of the weekly and monthly reports in the absence of the Director of Revenue.
  • Participate in weekly revenue management meetings and reports preparation.
  • Under the guidance of Director of Revenue Strategy (DORS) responsible for maximizing hotel revenue and market share through inventory and pricing controls.
  • Recommend property facilities and assist guests with information and special requests.
  • Ensure all reservation details are correctly entered into the property management systems and that guest information is accurately maintained.
  • Handle rooms allocation in accordance with guest’s preferences and special requests.
  • Manage group reservations, constant communication with Event Planners, and balancing inventory.
  • Follow up on No-Show, reservations cancellations and new high rated reservations to ensure no business loss.
  • Ensure all communication are accurately sent out within 24 hours making personal references to their choices.
  • Handle guest’s comments and complaints and take swift corrective action after consultation with the department head concerned.

What are we looking for?

  • Minimum of two-year experience in reservation in luxury resorts or hotels.
  • Minimum one year experience in a similar capacity.
  • Flexibility to work from Costa Navarino when necessary.
  • Ability to work well in a team environment.
  • Supervisory skills including team builder, leadership skills and willing to take responsibilities.
  • Excellent customer service, communication, and organization skills including multi-tasking.
  • A positive, service-oriented, and enthusiastic attitude are required for this role.
  • Strong English & Greek communication skills - written & verbal. Additional languages, including is a plus.
  • Ability to work under pressure and possess high degree of stamina, agility, and flexibility.
  • Strong computer knowledge.
  • Must be available to work flexible hours including evening, weekends, and holidays.

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