Reservations Supervisor – Hotel
Department: Reservations / Front Office
Reports To: Reservation Manager / Front Office Manager
Supervises: Reservation Agents
Job Summary:
The Reservations Supervisor oversees the daily operations of the reservations team, ensuring all booking channels (phone, email, online, GDS) are managed efficiently and accurately. They focus on maximizing occupancy and revenue through effective selling techniques and exceptional customer service.
Key Responsibilities:
- Team Supervision: Schedule, assign duties, and supervise the daily activities of Reservation Agents. Provide training and coaching on systems, selling techniques, and service standards.
- Operations Management: Monitor all reservation channels to ensure quick response times and accuracy. Handle complex bookings, group inquiries, and resolve reservation-related issues.
- Quality Control: Audit reservations for accuracy, proper coding, and special request fulfillment. Ensure compliance with deposit and cancellation policies.
- Revenue Support: Work closely with the Revenue Management team to implement selling strategies, rate restrictions, and promotional offers. Upsell room categories and packages.
- Reporting: Generate daily, weekly, and monthly reservation reports on pickup, denials, and source productivity.
- Guest Service: Act as a point of escalation for guest complaints or special requests related to reservations.
Qualifications & Skills:
- Diploma or degree in Hospitality or related field.
- Minimum 2-3 years of experience as a Reservation Agent, with at least 1 year in a supervisory role.
- Proficiency in hotel Property Management Systems (e.g., Opera PMS) and Global Distribution Systems (GDS - Amadeus, Sabre).
- Excellent communication and telephone etiquette. Strong sales orientation.
- Detail-oriented with strong analytical and problem-solving skills.
- Ability to work a flexible schedule, including weekends and holidays.
