Reservation Supervisor

Roles and responsibilities

A Reservation Supervisor plays a crucial role in managing and optimizing the reservations process for hotels, restaurants, airlines, or other service-oriented businesses. Below is a list of skills that are essential for someone in this role:

1. Leadership and Team Management

• Supervising and mentoring reservation staff.
• Delegating tasks effectively and ensuring team productivity.
• Conducting training sessions to improve staff performance.
• Motivating the team to achieve sales and customer service goals.

2. Customer Service Excellence

• Handling escalated customer inquiries and complaints professionally.
• Ensuring high levels of customer satisfaction and loyalty.
• Offering personalized service to VIP or repeat clients.

3. Communication Skills

• Strong verbal and written communication to interact with clients and staff.
• Ensuring clear instructions and policies are communicated to the team.
• Building rapport with clients, vendors, and internal departments.

4. Organizational and Time Management

• Managing and prioritizing multiple bookings simultaneously.
• Ensuring deadlines and quotas are met.
• Maintaining an organized reservation system.

5. Technical Proficiency

• Using reservation software (e.g., OPERA, Amadeus, Sabre, ResDiary).
• Familiarity with CRM tools for customer data management.
• Proficiency in Microsoft Office Suite for reporting and analytics.

6. Sales and Upselling Skills

• Promoting premium packages, services, or upgrades to clients.
• Meeting revenue targets through effective sales strategies.
• Identifying opportunities to enhance customer experiences while increasing revenue.

7. Analytical and Problem-Solving Skills

• Analyzing booking trends and managing inventory accordingly.
• Resolving booking errors or conflicts promptly.
• Providing insights for improving reservation processes.

8. Knowledge of Policies and Procedures

• Understanding cancellation policies, fees, and booking rules.
• Staying updated with industry trends and regulations.
• Ensuring compliance with company standards and legal requirements.

9. Multitasking and Flexibility

• Managing peak times and high-pressure situations efficiently.
• Adapting to changing customer demands or operational needs.

10. Cultural Awareness and Language Skills

• Catering to diverse clientele from different cultural backgrounds.
• Knowledge of additional languages is a significant advantage.

Desired candidate profile

As Reservations Supervisor you will directly support the Reservations Manager in driving the performance of the reservations team on property. You will ensure that all SOP's are being adhered to. You will further be responsible for maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximising revenue opportunities and satisfaction of guests and team members. You will ensure monitoring of daily arrivals for all guest requests to be carried out and communicated to. You will be responsible for the inventory management, including allotments, groups blocks and rate codes in all applicable systems. You will assist the Reservations Manager for driving up- selling within the property and to ensure optimal use of all distribution channels, e.g. IBE, GDS, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices.

Qualifications

• Two years experience in hotel reservation and rooms division.
• Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
• Understand the dynamics of regional & local market, local competitors and events of the destination.