Reservation Supervisor

Roles and responsibilities

1. Supervision and Training

• Supervise the reservations team, providing guidance and support in daily operations.
• Train new staff members on reservation systems, procedures, and customer service standards.
• Conduct regular performance evaluations and provide constructive feedback to team members.

2. Reservations Management

• Oversee the reservations process, ensuring accurate and timely entry of reservations into the system.
• Manage availability, capacity, and pricing strategies to optimize occupancy or seating.
• Handle complex reservations, including group bookings, special requests, and VIP clients.

3. Customer Service

• Ensure high levels of customer service by addressing guest inquiries and concerns promptly and effectively.
• Assist customers with reservations via phone, email, and in-person, providing detailed information about services and availability.
• Follow up with guests post-reservation to confirm details and enhance customer satisfaction.

4. System Management

• Maintain and update the reservations system to ensure data accuracy and integrity.
• Monitor reservation patterns and trends, providing insights for strategic decision-making.
• Collaborate with the IT department to troubleshoot and resolve system issues.

5. Collaboration

• Work closely with front office, sales, and marketing teams to ensure seamless communication regarding reservations and special events.
• Coordinate with other departments (e.g., housekeeping, food and beverage) to manage reservations effectively and meet guest expectations.

6. Reporting and Analysis

• Prepare regular reports on reservation statistics, occupancy rates, and revenue performance for management review.
• Analyze data to identify trends and recommend adjustments to pricing and promotions.

7. Policy and Procedure Compliance

• Ensure adherence to company policies and procedures regarding reservations, cancellations, and no-show policies.
• Implement and enforce standard operating procedures (SOPs) to maintain consistency and efficiency in reservations handling.

8. Conflict Resolution

• Address and resolve any conflicts or issues related to reservations, including overbookings or guest complaints.
• Provide solutions and alternatives to guests in case of unforeseen circumstances.

9. Sales Support

• Support the sales team by providing reservation-related information for marketing initiatives and promotions.
• Assist in developing and implementing strategies to boost reservations during low occupancy periods.

10. Continuous Improvement

• Stay updated on industry trends and best practices in reservations management.
• Identify opportunities for process improvements and implement enhancements to increase efficiency and guest satisfaction.

Desired candidate profile

1. Educational Background

• Bachelor’s degree in hospitality management, business administration, or a related field.
• Additional certifications in hospitality or customer service can be beneficial.

2. Experience

• 2-4 years of experience in reservations or front office operations within the hospitality industry.
• Prior supervisory or leadership experience is highly desirable.

3. Technical Skills

• Proficiency in reservation systems and property management software (e.g., Opera, Sihot, or similar).
• Strong computer skills, including proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

4. Customer Service Orientation

• Exceptional customer service skills with a strong focus on guest satisfaction.
• Ability to handle inquiries, complaints, and special requests in a professional and courteous manner.

5. Communication Skills

• Excellent verbal and written communication skills, with the ability to communicate clearly and effectively.
• Strong interpersonal skills to interact positively with guests, team members, and other departments.

6. Organizational Skills

• Strong organizational and multitasking skills to manage reservations efficiently and effectively.
• Attention to detail to ensure accuracy in reservations and guest information.

7. Problem-Solving Skills

• Ability to think critically and provide solutions to reservation-related issues, such as overbookings or cancellations.
• Strong decision-making skills in a fast-paced environment.