Reservations Supervisor

Job Overview

The Reservations Supervisor at Westin Hotels & Resorts in Doha is tasked with ensuring the accuracy of room block lists, reservations, and market pricing. This role involves promoting company culture among new hires, implementing new booking procedures, and managing reservation requests via various communication channels.

Key Duties and Responsibilities

• Ensure complete accuracy in blocked rooms listings, bookings, and market rates.
• Promote company values and culture to newly recruited employees.
• Review and establish updated reservation procedures.
• Handle all inquiries, changes, and cancellations through telephone, fax, or e-mail.
• Identify clients' booking needs and select suitable room types.
• Confirm room type availability and applicable pricing.
• Clarify policies related to guarantees, special rates, and cancellations to callers.
• Document and respond to special requests.
• Provide information about hotel services, facilities, and rooms.
• Apply sales techniques to enhance revenue generation.
• Input data accurately into the reservation system and retrieve as needed.
• Address accommodation requests effectively.
• Assign appropriate billing accounts adhering to accounting policies.
• Resolve customer issues or escalate to relevant personnel as necessary.
• Assist management in training, planning, evaluating, guiding, motivating, and supervising staff; act as a role model and point of reference for policies like Guarantee of Fair Treatment and Open Door Policy.
• Adhere and enforce all chain-wide policies and procedures.
• Maintain a clean and complete work uniform and present a professional appearance at all times.
• Preserve confidentiality regarding hotel and company information and protect company assets.
• Welcome guests per company standards; anticipate and proactively meet their needs and thank them warmly.
• Communicate using clear and courteous language in every interaction; prepare and proofread documents meticulously; answer phone calls professionally.
• Build and maintain constructive professional relationships with colleagues.
• Comply with required quality standards.
• Visually inspect and verify information presented in various formats.
• Independently move, lift, carry, drag, and place loads weighing up to 4.5 kilograms.
• Perform any additional related duties assigned by supervisors.

Qualifications and Experience

• Secondary school diploma or equivalent.
• A minimum of 2 years' experience in related work.
• At least 1 year of supervisory experience.
• No specific certification or license required.

Company Values and Culture

Westin and Marriott International are committed to equal employment opportunities, embracing diversity and fostering an environment that respects and values individual differences. They prohibit discrimination based on protected categories such as disability or veteran status. Westin strives to enhance the wellness of its guests and employees, encouraging passion, activity, optimism, and boldness among staff. Working at Westin offers a platform to thrive, find meaning in professional life, be part of an international team, and grow personally and professionally.