Reservations Supervisor

Role Overview

You will lead the reservations function, making sure every room block, booking, and market code is precise while guiding new team members on the company’s service philosophy. Your day-to-day work involves handling incoming reservation inquiries from phone, fax, and mail, matching each guest with the right room type and rate, and resolving any accommodation conflicts before they reach the front desk. This role directly protects both guest satisfaction and revenue integrity, as every booking decision you supervise flows into billing, availability, and the overall guest experience.

Key Responsibilities

• Maintain the accuracy of room blocks, individual reservations, and group market codes across the property’s booking systems.
• Process all reservation requests, changes, and cancellations received through phone, fax, or mail, ensuring each transaction is logged and documented correctly.
• Evaluate guest needs and preferences to recommend an appropriate room type, confirming availability and applicable rates before confirming any booking.
• Communicate guarantee requirements, special rate conditions, and cancellation policies clearly to every caller, and record any special requests associated with the stay.
• Answer questions about property facilities, room accommodations, and available services, using a consultative approach that encourages upgrades and additional revenue.
• Set up and verify billing accounts in accordance with accounting policies, ensuring charges are directed to the correct source for group, corporate, or individual reservations.
• Identify issues with rooming requests, troubleshoot the root cause, and either resolve them immediately or escalate to the appropriate department when needed.
• Review and implement updated reservations procedures, and train new hires on company values and service culture so that every interaction aligns with the property’s standards.

Requirements & Qualifications

• Diploma or degree in Hospitality Management, Hotel Administration, or a closely related field.
• Minimum of three years of supervisory experience within reservations or a related hospitality function.
• At least two years of hands-on experience working in a five-star hotel environment.
• Strong working knowledge of reservation management systems, including room inventory control, group codes, and rate loading.
• Demonstrated ability to train and lead a small team, while still handling front-line booking duties during peak demand.
• Excellent written and verbal communication skills, with a talent for explaining complex policies in a clear, courteous way.
• Analytical mindset for spotting discrepancies in room blocks or billing accounts and correcting them before they impact guests.