The Reservations Supervisor is responsible for overseeing the daily operations of the reservations department, ensuring all guest bookings are handled accurately, efficiently, and in a timely manner. This role involves supervising the reservations team, monitoring booking systems, and ensuring high standards of customer service across all communication channels.
With in-depth knowledge of the hotel, its facilities, and the local area, the Reservations Supervisor ensures that guests receive excellent service from the first point of contact. The role requires strong organisational, leadership, and communication skills to manage workload distribution, support team members, and coordinate effectively with front office and other departments to deliver a seamless guest experience.
This is an office-based role requiring strong IT proficiency, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Supervise and support the reservations and M&E team in handling daily tasks and enquiries
Monitor reservation systems to ensure accuracy of bookings and availability
Oversee responses to guest enquiries via booking platforms, email, and telephone
Ensure all reservations, conference, and events enquiries are handled promptly and professionally
Maintain high standards of customer service and communication at all times
Coordinate with Front Office and other departments to ensure smooth guest arrivals and departures
Handle escalated queries, complaints, and special requests efficiently
Monitor and manage room inventory, availability, and booking trends
Ensure adherence to company procedures, policies, and service standards
Assist with training and development of reservations staff
Prepare reports on occupancy, bookings, and performance as required
Requirements
Previous experience in hotel reservations or a similar administrative role
Proven ability to lead or supervise a team (preferred)
Strong written and verbal communication skills
Excellent organisational skills and attention to detail
Ability to multitask and prioritise effectively in a busy environment
Strong customer service skills with a professional and friendly approach
Proficient in using email systems and reservation platforms
Preferred Qualifications
Experience with Opera PMS or similar property management systems
Previous supervisory or team leader experience within hospitality
Knowledge of hotel operations and revenue management principles
Key Competencies
Leadership and team support
Communication and interpersonal skills
Problem-solving and decision-making
Time management and organisation
Attention to details
