Reservations Supervisor
The Langham Boston
250 Franklin Street
Boston,
MA
02110
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.
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 as needed 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:https://www.langhamhotels.com/en/the-langham/boston/
The Langham Boston
OVERVIEW
ROOMS
The Langham, Boston boasts 312 lavish rooms and suites that reflect the luxurious attributes of the Langham brand and the rich past of the building’s history. Each room is tailored with classic touches and deluxe amenities for a timeless, fresh and residential feel that luxury travelers have come to expect from Langham Hotels and Resorts. The guest rooms and suites were recently transformed with the addition of updated spacious bathrooms with walk-in showers, and white marble floors and countertops, a lighter and brighter color palette as a nod to the traditional New England aesthetic. Guests are able to enjoy an elevated experience by upgrading to the Langham Club level, allowing for access to a refined, private club setting offering a wide range of privileges, including food and drink service throughout the day.
DINING
In the heart of downtown Boston, The Langham has introduced two chic new dining concepts - an eclectic dining venue Grana, and a redesigned signature cocktail bar at the lobby level called The Fed. The food and beverage offerings at The Langham equally reflect refined luxury and the innovative culinary scene in Boston.
EVENTS
As part of the Langham culture, The Langham, Boston continues to create memorable events and weddings in function space that is infused with historic flavor along with detailing and accents that refer to this iconic landmark. Recognized for notable awards, the hotel provides an array of extravagant function rooms for your wedding, business or social event, including boardrooms for power meetings and two ballrooms for intimate or lavish elegant affairs. The Langham, Boston will make your event extraordinary with a dedicated team of organizers, innovative culinary creations, and cutting-edge audio visual that will ensure your event is flawless from start to finish.
WELLNESS
The Langham, Boston will offer wellness for your body with our state-of-the-art Fitness Center, heated indoor swimming pool, whirlpool and relaxing saunas. Guests will be able to maintain their fitness regimes while traveling using our Technogym cardio and strength equipment. Guests will have an open invitation to plunge into the refreshing waters of the sparkling indoor lap pool in the charming and intimate pool pavilion.
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