Reservations Supervisor

Role overview

Reservations operations

• Supervise accurate reservation processing and monitor inventory, availability, and reservation status.
• Coordinate pricing strategies, restrictions, and inventory controls with Revenue Management.
• Review bookings from IHG systems, online travel agencies, travel agents, and corporate accounts.
• Handle group bookings, rooming lists, and special requests with Sales and Events.
• Maintain accurate guest profiles, reservation details, and billing instructions in Opera PMS.
• Monitor confirmations, amendments, cancellations, and no-show procedures under hotel policies.
• Respond to reservation inquiries and support guest issue resolution and service recovery.

Team, reporting, and coordination

• Guide, train, and coach Reservations Agents.
• Review pickup, forecast, and reservation activity reports; identify trends and communicate opportunities.
• Coordinate with Front Office on arrivals, room allocation, VIP guests, and special requests.
• Prepare daily, weekly, and monthly reservation reports for management.
• Follow IHG reservation standards, hotel policies, and data accuracy requirements; perform other assigned duties.

Qualifications and experience

• Diploma or bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• 2–4 years in Reservations or Front Office operations, including at least 1 year in a hospitality supervisory role.
• Strong knowledge of Opera PMS, IHG Concerto, and hotel reservation systems.
• Good understanding of hotel inventory management and revenue optimization.

Skills and languages

• Excellent communication, leadership, and organizational skills; strong analytical skills and attention to detail.
• Good command of English; Arabic is an advantage.
• Proficiency in Microsoft Office, particularly Excel.