Company Introduction
Plaza Inn Hotel is a well-established 4-star hotel committed to delivering exceptional hospitality experiences through personalized service, operational excellence, and a warm, welcoming environment. We take pride in our professional team, strong service culture, and continuous focus on guest satisfaction and business growth.
As part of our commitment to operational efficiency and revenue optimization, we are seeking a qualified and motivated Reservation Supervisor to join our team.
Job Title: Reservation Supervisor
Department: Front Office / Reservations
Reports To: Front Office Manager
Location: Plaza Inn Hotel
Job Summary
The Reservation Supervisor is responsible for overseeing the daily operations of the reservations department, ensuring accuracy in bookings, maximizing room revenue, maintaining inventory control, and providing excellent customer service. The role involves supervising reservation staff, coordinating with other departments, and ensuring all reservation processes align with hotel standards and policies.
Key Responsibilities
Reservations & Revenue Management
- Supervise daily reservation activities to ensure accuracy and efficiency.
- Monitor room availability, rates, restrictions, and inventory across all booking channels.
- Maximize occupancy and revenue through effective upselling and yield management techniques.
- Ensure correct application of rates, packages, and promotions.
- Coordinate closely with the Front Office, Sales, and Revenue teams.
Guest Service & Communication
- Handle guest inquiries, special requests, modifications, and cancellations professionally.
- Resolve reservation-related issues or complaints in a timely and courteous manner.
- Ensure clear and professional communication with guests via email, phone, and online platforms.
Team Supervision & Training
- Supervise, guide, and support reservation staff to ensure high performance.
- Conduct on-the-job training for new team members.
- Ensure staff adherence to SOPs, service standards, and hotel policies.
- Monitor attendance, performance, and discipline within the reservations team.
Reporting & Administration
- Prepare daily, weekly, and monthly reservation and forecast reports.
- Monitor booking trends, pickup reports, and no-show/cancellation patterns.
- Ensure accurate data entry in the PMS and other reservation systems.
- Coordinate with Finance for billing accuracy and reporting.
Coordination & Compliance
- Liaise with Housekeeping for room availability and out-of-order rooms.
- Coordinate with Sales for group bookings, contracts, and corporate accounts.
- Ensure compliance with hotel policies, QTA regulations, and internal controls.
Qualifications & Skills
- Diploma or Bachelor’s degree in Hospitality Management or related field.
- Minimum 2–4 years of experience in hotel reservations, preferably in a supervisory role.
- Strong knowledge of PMS systems (Opera or similar).
- Good understanding of hotel distribution channels and online booking platforms.
- Excellent communication and interpersonal skills.
- Strong organizational, leadership, and problem-solving abilities.
- Proficient in MS Office (Excel, Word, Outlook).
- Ability to work under pressure and manage multiple tasks.
Key Competencies
- Attention to detail
- Revenue-focused mindset
- Team leadership
- Customer-oriented approach
- Strong coordination and planning skills
Working Conditions
- Shift-based duty as per operational requirements.
- May require working on weekends and public holidays.
