Reservations Supervisor

Role overview

Responsibilities

• Supervise daily reservations operations and ensure compliance with hotel standards.
• Manage bookings across phone, email, online channels, and travel agents; monitor availability, occupancy, and booking trends.
• Maintain accurate booking records in the Property Management System.
• Assist with revenue strategies to maximize room sales and profitability.
• Handle guest inquiries, special requests, and reservation-related complaints.
• Coordinate arrivals and arrangements with Front Office, Sales, Revenue, and Housekeeping.
• Review group reservations and support reservation agents through training and guidance.
• Prepare daily, weekly, and monthly reports; monitor performance and recommend process improvements.
• Ensure compliance with hotel policies, procedures, and brand standards.

Qualifications

• Bachelor's degree in hospitality management, business administration, or a related field.
• 2–4 years in reservations or front office operations in hospitality; previous supervisory experience is preferred.
• Strong knowledge of Property Management Systems (PMS), including Pep, and revenue management principles.
• Excellent communication and customer service skills; strong organizational and problem-solving abilities.
• Proficiency in Microsoft Office and ability to work under pressure while managing multiple priorities.
• Fluency in English; additional languages are an advantage.