Reservations Supervisors

Role overview

Reservations operations

• Process reservation inquiries by phone, fax, and email accurately and efficiently, converting inquiries to sales where possible.
• Ensure guests receive accurate, individualized information and coach agents in upselling, cross-selling, and service knowledge.
• Monitor call volumes, administrative duties, and productivity; assist with daily, weekly, and monthly reports.
• Coordinate new rate offers, rate building, operational flows, communications, and deficiency testing.
• Ensure smooth shift handovers and respond to questions about hotel products and services.
• Maintain knowledge of food and beverage services, outlets, and hotel features; coordinate with other departments.
• Report equipment failures and repair requests to Maintenance.

Team management

• Supervise reservations staff and ensure department standards and policies are followed.
• Identify and develop team members, conduct performance reviews, and prepare induction programs.
• Prepare weekly staff schedules based on anticipated business, budgets, and service standards.
• Develop and maintain staff training programs to address team development needs.

Qualifications and attributes

• Strong fluency in English is required.
• Excellent leadership, team motivation, and communication skills.
• Fluency in Arabic and/or French is highly advantageous.

Workplace and safety

• The role is based in a hotel environment.
• Maintain awareness of hotel fire, life-safety, and emergency procedures and uphold appearance and hygiene standards.