Job Title: Reservation Supervisor
Job Summary
We are seeking an experienced and detail-oriented Reservation Supervisor to lead our hotel reservations function. The successful candidate will be responsible for managing all reservation operations, maximizing room revenue, ensuring reservation accuracy, and delivering exceptional guest service. This role requires strong leadership, analytical skills, and a thorough understanding of hotel reservation systems and revenue optimization.
Key Responsibilities
Reservation Operations
- Manage the day-to-day operations of the Reservations Department.
- Oversee all room reservations received via telephone, email, website, Online Travel Agencies (OTAs), Global Distribution Systems (GDS), and corporate accounts.
- Ensure all reservations are processed accurately and in a timely manner.
- Monitor room availability and coordinate with the Front Office and Revenue Management teams.
Revenue Management
- Maximize room occupancy and revenue through effective inventory management and upselling strategies.
- Monitor booking pace, market trends, competitor pricing, and demand patterns.
- Collaborate with the Revenue Manager to implement pricing strategies and promotional offers.
- Ensure rate parity across all distribution channels.
Team Leadership
- Lead, coach, train, and motivate the reservations team.
- Monitor team performance and ensure high standards of customer service.
- Prepare staff schedules and allocate daily responsibilities.
- Conduct regular training on reservation procedures and hotel systems.
Guest & Client Management
- Handle complex reservations, VIP bookings, group reservations, and special requests.
- Resolve guest concerns and reservation-related issues promptly and professionally.
- Build strong relationships with corporate clients, travel agencies, and business partners.
Reporting & Administration
- Prepare daily, weekly, and monthly reservation and occupancy reports.
- Maintain accurate reservation records and guest profiles.
- Ensure compliance with hotel policies, reservation procedures, and data privacy standards.
- Support forecasting and budgeting by providing reservation trends and analysis.
Requirements
- Bachelor's degree or Diploma in Hospitality Management, Business Administration, or a related field.
- Minimum 3–5 years of experience in Hotel Reservations, Front Office, or Revenue Management, with at least 1–2 years in a supervisory or managerial role.
- Strong knowledge of hotel reservation systems (Opera, Cloudbeds, IDS, Protel, or similar PMS).
- Experience working with OTAs, GDS, and channel management systems.
- Excellent leadership, communication, and customer service skills.
- Strong analytical, organizational, and problem-solving abilities.
- Proficiency in Microsoft Office, particularly Excel.
- Ability to work flexible shifts, including weekends and public holidays, when required.
Preferred Qualifications
- Experience in revenue management and forecasting.
- Knowledge of hotel distribution channels and online booking platforms.
- Multilingual communication skills are an advantage.
What We Offer
- Competitive salary.
- Performance-based incentives.
- Full-time, permanent employment.
- Career growth and development opportunities.
- Professional training and learning programs.
- Employee discounts and hotel benefits.
- Paid annual leave and statutory benefits as per company policy.
Job Type
Full-time
Experience
Minimum 3–5 years of relevant experience in hotel reservations, front office, or revenue management, including supervisory or managerial experience.
Work Location: In person
