Reservations Supervisor – The Langham, Boston
Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts and Cordis Hotels and Resorts brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.
The Langham, Boston has undergone a complete transformation and reopened its doors in June 2021 as one of the city's most historic hotels and one of the most iconic luxury hotels in the US. You will be working with a passionate & talented Reservations & Sales team to drive for service excellence and the revenue success of The Langham, Boston, by focusing primarily the groups and social markets while in alignment with the culture and values of Langham Hospitality Group.
Key Responsibilities:
- Have a working knowledge of the hotel to be able to assist guests and anticipate their needs with the highest service standards
- Watch and balance inventory, keeping Reservations Manager aware of high demand / rate discrepancies
- Monitor daily checklist tasks and ensuring they are done efficiently and properly, and assisting when needed
- Responsible for ensuring telephone and email etiquette standards are followed at all times. Train and support agents in order to achieve top results.
- Handling guest complaints through HotSOS and ReviewPro and completing the guest recovery process as needed
- Making sure all group rooming lists and changes are entered before cutoff day. Attend weekly group pick up and operations resume meetings.
- Making sure all group requests from Conference Service Managers are acknowledged and actioned in a timely fashion.
- Track no shows / research reasoning, and determine waivers/rebates
- Liaise with all billing disputes/errors from past reservations.
- Champion of all corporate loyalty and recognition programs
- Monitor call volumes and conversion and provide training and support, employ sales tactics and incentive plans accordingly to ensure goals are met.
- Train, coach and develop reservations agents to enhance performance and to meet the current and future needs of the department.
- Liaise with central reservations frequently as extension of Reservations Department.
- Supervisor to complete reservations calls and support the reservations agent tasks with call volume and departmental coverage as needed
- Order supplies for the office
- Review monthly commission invoices from third party websites in a timely manner
- Additional duties not mentioned above may also be requested by supervisor
Qualifications:
- Undergraduate degree or College Diploma in relevant discipline.
- Minimum 2 years of supervisory/management experience in Reservations or Front Office in a luxury hotel.
- Proficient in Shiji PMS, Synxis, third-party OTA extranets, Onyx, Word, Excel, Powerpoint.
- Perform activities requiring sustained concentration, e.g. training, designing, and planning work.
- Use electronic and oral communication to perform work, e.g. answer telephone, email clients, greet visitors, and conduct in person and virtual meetings, client entertaining and internal meetings.
- Good interpersonal and presentation skills for working with third party partners and supporting the reservations team internally
- Due to the cyclical nature of sales, work schedule may vary to reflect the business needs of the hotel/clients.
- Legally authorized to work in the United States
For more information about the property, please visit: