Reservations Supervisor

Job Description

• Professionally greet guests with the highest level of standards and maintain overall responsibility for reservations and enquiries 
• Ensure all line reception staff abide to the company's Cycle of Service at all times
• Ensure that reception staff is reporting for duty and that the department is adequately staffed and making sure that breaks are organized in accordance with fluctuations in the volume of business
• Report and liaise regularly with General Manager regarding departmental performance and ensure he is informed of any relevant information or issues
• Act as Duty Manager when required to deal with any issues that may arise during shift
• Liaise with customers regarding special functions and cater for all their requirements and requests whenever possible
• Supervise the co-ordination of VIP events, table bookings, and ensure that table allocation is impeccable in line with the daily reservations
• To ensure that Briefing sheet is produced daily in a timely and accurate fashion listing special occasions , dietary requirements , table preferences and highlighting VIP
• To ensure Event Function Sheets are prepared
• Manage the implementation and maintenance of any change or upgrade in software reservation systems and ensure that faults and defects are reported to Maintenance and actioned without delay
• Maintain high standards of morale and personal appearance of reception team
• Investigate and action the causes of staff grievances and ensure fair and equitable discipline, yet complying with company regulations
• To be aware of all statutory regulations affecting safety and ensure that any safety hazard is rectified
• Ensure regular stocktaking of all operating equipment at specified intervals and make sure that all supplies are timeously requested, correct stock levels maintained and stored under optimum conditions
• Ensure that operating equipment is used properly and not abused, e.g. serviettes and waiters' cloths used for cleaning
• Ensure effective communication by attending meetings as required and holding staff meetings/briefing on a regular basis to impart information
• Maintain a high degree of interest in self-development and hold regular On-the-Job training sessions to ensure that staff can perform their duties correctly and effectively
• Clean agreed designated areas, in accordance with laid-down procedures, morning/evening routines and hygiene requirements
• Be totally familiar with the composition of all menu items
• Update daily the Lost & Found tracking sheet
• Attend to customer complaints satisfactorily and provide feedback
• Be continually aware of, and maintain, the highest standards of personal hygiene and ensure that any subordinate staff adhere to this as well
• Maintain internal staff files with training documents, appraisals, and any other relevant documents
• Take part in any fire or evacuation drills and ensure complete familiarization with all exits, including those normally used by customers, as well as fire escapes
• Ensure any suspicious packages or parcels reported to management are assessed and reported without delay to the relevant authorities
• Act as a positive ambassador for the business
• Carry out any other reasonable request asked by the management