Reservation Supervisor

Roles and responsibilities

1. Team Management:

• Supervise the reservation team to ensure efficient and effective operations.
• Train and mentor staff on reservation procedures, customer service, and system usage.

2. Booking Management:

• Oversee the handling of all reservations for the property, including room bookings, dining reservations, and special events.
• Ensure accuracy in reservations and updates to guest information in the booking system.

3. Customer Service:

• Provide exceptional customer service to guests, addressing inquiries, complaints, and requests promptly and professionally.
• Maintain a positive relationship with guests to encourage repeat business.

4. System Maintenance:

• Manage and maintain the reservation system, ensuring data integrity and functionality.
• Work with IT or system vendors to troubleshoot and resolve any technical issues.

5. Reporting and Analysis:

• Prepare reports on reservation statistics, occupancy rates, and booking trends to support management decisions.
• Analyze reservation data to optimize inventory and revenue management.

6. Coordination with Other Departments:

• Collaborate with the front office, sales, and marketing teams to ensure seamless communication regarding bookings and promotions.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction.

7. Policy Implementation:

• Ensure compliance with hotel policies and procedures related to reservations, cancellations, and no-shows.
• Implement and enforce reservation policies to optimize room occupancy and revenue.

8. Guest Relations:

• Handle special requests from guests, such as room preferences, amenities, and packages.
• Ensure that all VIP guests receive personalized service and attention.

9. Reservation Promotions:

• Support the development and implementation of promotional offers and packages to attract guests.
• Monitor the success of promotions and suggest adjustments as necessary.

10. Crisis Management:

• Handle overbooking situations or guest complaints related to reservations with professionalism and urgency.
• Develop contingency plans to mitigate potential reservation issues.

Desired candidate profile

1. Education:

• Degree: A Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.
• Certifications: Additional certifications in hospitality or customer service management can be an advantage.

2. Professional Experience:

• Experience: 3-5 years of experience in reservations or front desk operations within the hospitality sector.
• Supervisory Experience: Previous experience in a supervisory or team lead role is highly desirable.

3. Core Competencies:

• Industry Knowledge: Strong understanding of hotel operations, reservation systems, and revenue management practices.
• Customer Service Orientation: Demonstrated ability to provide excellent customer service and resolve guest issues effectively.

4. Technical Skills:

• Reservation Software Proficiency: Familiarity with property management systems (PMS) and reservation software (e.g., Opera, Sabre).
• Data Analysis: Ability to analyze booking data and generate reports to inform decision-making.

5. Communication Skills:

• Verbal and Written Communication: Excellent communication skills to interact with guests and staff professionally.
• Interpersonal Skills: Strong relationship-building skills to maintain positive interactions with guests and team members.

6. Organizational Skills:

• Detail-Oriented: Exceptional attention to detail to ensure accuracy in reservations and guest information.
• Time Management: Strong organizational skills to manage multiple tasks and priorities efficiently.

7. Leadership Abilities:

• Team Leadership: Capability to lead, motivate, and train a team, fostering a positive work environment.
• Conflict Resolution: Proficient in addressing conflicts and resolving issues amicably.

8. Problem-Solving Skills:

• Analytical Thinking: Ability to analyze situations and develop effective solutions to challenges related to reservations.
• Proactive Approach: Initiative in identifying potential issues before they escalate.

9. Adaptability:

• Flexibility: Willingness to adapt to changing circumstances, including last-minute bookings and cancellations.
• Stress Management: Ability to remain calm and composed under pressure during busy periods.

10. Ethics and Integrity:

• Professionalism: High level of integrity and ethical standards in all interactions with guests and staff.
• Confidentiality: Ability to handle sensitive guest information discreetly and responsibly.