Room Reservations Supervisor
Role Overview
Oversee room blocks, reservations, and group market code accuracy.
Process guest reservation requests, changes, and cancellations and support guest service and revenue goals.
Key Skills for This Role
Full Job Posting
Role overview
Oversee room blocks, reservations, and group market code accuracy.
Process guest reservation requests, changes, and cancellations and support guest service and revenue goals.
Reservations and guest service
- Review and implement reservation procedures.
- Identify room needs and check room types, availability, and rates.
- Explain guarantee, special-rate, and cancellation policies; document special requests.
- Answer questions about property facilities, services, and accommodations.
- Use sales techniques to maximize revenue.
- Maintain reservation-system records and address rooming-request challenges.
- Set up billing accounts according to accounting policies.
- Resolve and document guest issues or escalate them appropriately.
Team and workplace duties
- Assist management with training, scheduling, counseling, motivating, and coaching employees.
- Welcome guests, address service needs, communicate professionally, and maintain positive working relationships.
- Follow company policies, maintain professional appearance and confidentiality, protect company assets, and meet quality standards.
- Perform other reasonable duties as requested by managers.
Qualifications and experience
- Minimum 3–4 years of hotel reservations experience.
- Previous Reservation Supervisor experience in a 5-star luxury hotel.
- Strong knowledge of Opera PMS, Opera Cloud, SynXis, CRS, or similar reservation systems.
- Excellent spoken and written English; additional languages are advantageous.
- Accurately handle reservations, changes, cancellations, and special requests.
- Strong upselling skills and a track record of maximizing room revenue.
- Understand room categories, rate structures, packages, and revenue management principles.
- Experience with OTA, travel agent, corporate, and direct booking channels.
- Work under pressure, meet deadlines, and adapt to changing business needs.
- UAE experience is an advantage.
Physical requirements
Read and visually verify information in various formats.
Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
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