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Requisition Number 18-0188
Post Date 11/28/2018
Title Reservations Supervisor
City New Orleans
State LA

The Reservation Supervisor supervises and coordinates activities of associates engaged in taking, recording and canceling reservations by performing the following duties.

Essential Functions
To perform the Reservation Supervisor position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities
•  Back up for Group Rooms Coordinator/Reservations Supervisor

•  Posting of daily deposits from Accounting, Catering, Conference Services & Sales

•  Posting of daily no show charges once research is completed

•  Posting of daily cancellation charges once research is completed

•  Weekly reservation check for duplicate reservations and resolution of findings

•  Management of all special event reservations (ensure all payments are received by deadlines)

•  Responsible for all breakfast vouchers when applicable to groups

•  Double checking of group resumes when completed by Group Rooms Coordinator/Reservations Supervisor

•  Daily arrival check of third party & FIT reservations (routing, rates, dates, booking ref #)

•  Group commissions and audits

•  Able to handle guest issues and resolve in a timely manner

•  Able to back up as a Reservations Sales Agent when needed

•  Assist Reservations Sales Agent, Reservations Manager and Director of Revenue Management

•  Make arrangements for FIT payments for all non-Direct Bill accounts (30 days prior to arrival)

•  Consistently update REPEAT guest details ensuring rooms are linked to the appropriate profile

•  Answer phones and input reservation information

•  Assist guests as necessary with problems and inquiries

•  Input group information into Delphi

•  Open, close and allot inventory to extranets as needed for Hotel Monteleone and Bienville House as instructed

•  Submit rate changes through Ideas for HM and EZ Yeld for BH

•  Cut off blocks daily so that available inventory is accurate

•  Receive contracts detailing room allotments for conventions from sales representative and feed information into database

•  Correspond with groups and travel agents to answer special requests for rooms and rates

•  Determine work procedures, prepares work schedules and expedite workflow

•  Assign duties and examine work for exactness, neatness and conformance to policies and procedures

•  Study and standardize procedures to improve efficiency of subordinates

•  Perform the work of subordinate personnel as needed

•  Adjust errors and complaints

•  Other duties as assigned


To perform the job successfully, an individual should demonstrate the following competencies:

•  Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics

•  Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others

•  Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments

•  Interpersonal - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things

•  Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings

•  Team Work - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; Puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members

•  Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information

•  Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results

•  Delegation - Delegates work assignments; Matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results

•  Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; accepts feedback from others; provides vision and inspiration to peers and subordinates; gives appropriate recognition to others; displays passion and optimism; mobilizes others to fulfill the vision

•  Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services; continually works to improve supervisory skills

•  Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness

•  Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals

•  Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources

•  Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce

•  Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values

•  Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity

•  Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events

•  Attendance and Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time

•  Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan

•  Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed

•  Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention

•  Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions

•  Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals

•  Planning and Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans

•  Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments

•  Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality

•  Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly

•  Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions ; uses equipment and materials properly  

The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the duties and responsibilities of the Reservations Supervisor position.

Language Ability
•  Effectively interact and communicate in English with people from diverse backgrounds

•  Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

•  Write routine reports and correspondence

•  Speak effectively before groups of customers or associates of the hotel

 Math Ability
•  Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals

•  Compute rate, ratio and percent

•  Draw and interpret bar graphs

Reasoning Ability
•  Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

•  Interpret a variety of instructions furnished in written, oral, diagram or schedule form

Computer Skills
•  Word processing and spreadsheet software

•  Payroll systems

•  Internet software

•  Opera database software

•  Contact Management systems

•  Utilize Microsoft Excel to create spreadsheets

Supervisory Responsibilities
•  Directly supervise no more than ten (10) associates in the Reservations Department

Work Environment
•  The noise level in the work environment is usually moderate

•  The position is located in an office setting with controlled temperatures

Physical Demands
•  Regularly required to sit, talk and hear

•  Frequently use hands to fingers, handle or feel

Position Status and Availability
•  Available to work Mondays, Thursdays & Fridays from 10a – 6:30p and Saturdays and Sundays from 9:30a – 6:00p including holidays (off days will be Tuesday & Wednesday)

Education and Experience
•  An Associate's degree (A. A.) or equivalent from two-year college or technical school or

•  At least five (5) plus years of hotel reservations experience

•  One (1) or more years of hotel supervisory/management experience

•  A demonstrated ability utilizing Microsoft Excel to create spreadsheets


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An Equal Opportunity Employer