Reservations Supervisor

Roles and responsibilities

Reservations Supervisor is responsible for supervising the operations of the Reservations Department during shift by assisting to co-ordinate operational plans to meet Hotel sales targets. In addition to maximizing reservations opportunities for the property, including rooms and food & beverage.

The primary responsibility of this role is to align the Reservations policies and procedures to deliver True Hospitality for everyone and create the right environment in which our colleagues can experience our Winning Ways and IHG® commitment.

What are we looking for?

Ideally, you’ll have some or all of the following competencies and experience we’re looking for:

• Minimum 2 years call-centre or hotel operations experience within a 4/5 Star Hotel/Hospitality sector
• Minimum 2 years experience in supervisory role.
• Bachelors degree
• Advanced in writing and speaking English, other languages advantageous.
• Ability to lead and motivate team members

• 1. Leadership and Management

• Team Supervision: Leading and managing a team of reservation agents, ensuring that tasks are delegated appropriately and the team is performing at a high level.
• Training and Development: Training new employees and providing ongoing guidance and development to existing staff on best practices in reservations management, customer service, and system usage.
• Performance Monitoring: Evaluating team performance, providing feedback, and implementing improvements when necessary to ensure goals are met and service standards are maintained.
• Conflict Resolution: Handling conflicts within the team or between guests and staff, ensuring a resolution that maintains a high level of service and professionalism.

• 2. Reservations Management

• Booking Systems Expertise: Proficiency in reservation management software, such as Opera, Amadeus, or similar systems, to manage bookings, track availability, and update reservations.
• Availability Management: Monitoring room availability, managing overbookings, and ensuring the accuracy of all reservations to prevent errors and over-occupancy.
• Group and Corporate Reservations: Handling group bookings, corporate accounts, and special requests, ensuring that group reservations are managed smoothly and efficiently.
• Cancellation and Modifications: Overseeing cancellations, no-shows, and modifications, ensuring that proper protocols are followed while optimizing revenue.

• 3. Customer Service Excellence

• Guest Interaction: Communicating professionally with guests to confirm reservations, provide information about accommodations, and answer inquiries related to the reservation process.
• Personalization: Ensuring that reservations are tailored to meet guest preferences and requests (e.g., room type, special accommodations, or additional services).
• Problem Resolution: Addressing and resolving guest complaints or issues related to reservations, such as booking errors, availability issues, or special requests not being met.

• 4. Communication Skills

• Clear Communication: Effectively communicating with guests, team members, and other hotel departments (e.g., front desk, housekeeping, and sales) to ensure smooth coordination of reservations and special requests.
• Written Communication: Maintaining professional communication via email, confirming bookings, handling inquiries, and documenting reservation details clearly and accurately.
• Team Communication: Ensuring that all team members are informed about guest preferences, VIP guests, special requests, or changes to bookings to ensure consistency in service.

• 5. Attention to Detail

• Accuracy in Reservations: Ensuring that all reservation details, such as guest names, dates, room types, payment information, and special requests, are accurately entered into the system.
• Error Prevention: Verifying the correctness of reservation data to avoid overbooking, underbooking, or guest dissatisfaction.
• Maintaining Records: Ensuring proper record-keeping and accurate documentation of all reservations, cancellations, and modifications for future reference and auditing.

• 6. Revenue Management

• Pricing Strategy: Working closely with the revenue or sales team to ensure that pricing and room availability align with current demand, seasonality, and promotions.
• Upselling: Encouraging guests to upgrade to higher categories or book additional services such as meals, transportation, or spa treatments to increase revenue.
• Booking Optimization: Implementing strategies to maximize occupancy rates, including managing walk-ins, last-minute reservations, and special requests.
• Yield Management: Using forecasting techniques and historical data to help adjust pricing and room availability in response to market trends.

Desired candidate profile

1. Leadership and Management

• Team Supervision: Leading and managing a team of reservation agents, ensuring that tasks are delegated appropriately and the team is performing at a high level.
• Training and Development: Training new employees and providing ongoing guidance and development to existing staff on best practices in reservations management, customer service, and system usage.
• Performance Monitoring: Evaluating team performance, providing feedback, and implementing improvements when necessary to ensure goals are met and service standards are maintained.
• Conflict Resolution: Handling conflicts within the team or between guests and staff, ensuring a resolution that maintains a high level of service and professionalism.

2. Reservations Management

• Booking Systems Expertise: Proficiency in reservation management software, such as Opera, Amadeus, or similar systems, to manage bookings, track availability, and update reservations.
• Availability Management: Monitoring room availability, managing overbookings, and ensuring the accuracy of all reservations to prevent errors and over-occupancy.
• Group and Corporate Reservations: Handling group bookings, corporate accounts, and special requests, ensuring that group reservations are managed smoothly and efficiently.
• Cancellation and Modifications: Overseeing cancellations, no-shows, and modifications, ensuring that proper protocols are followed while optimizing revenue.

3. Customer Service Excellence

• Guest Interaction: Communicating professionally with guests to confirm reservations, provide information about accommodations, and answer inquiries related to the reservation process.
• Personalization: Ensuring that reservations are tailored to meet guest preferences and requests (e.g., room type, special accommodations, or additional services).
• Problem Resolution: Addressing and resolving guest complaints or issues related to reservations, such as booking errors, availability issues, or special requests not being met.

4. Communication Skills

• Clear Communication: Effectively communicating with guests, team members, and other hotel departments (e.g., front desk, housekeeping, and sales) to ensure smooth coordination of reservations and special requests.
• Written Communication: Maintaining professional communication via email, confirming bookings, handling inquiries, and documenting reservation details clearly and accurately.
• Team Communication: Ensuring that all team members are informed about guest preferences, VIP guests, special requests, or changes to bookings to ensure consistency in service.

5. Attention to Detail

• Accuracy in Reservations: Ensuring that all reservation details, such as guest names, dates, room types, payment information, and special requests, are accurately entered into the system.
• Error Prevention: Verifying the correctness of reservation data to avoid overbooking, underbooking, or guest dissatisfaction.
• Maintaining Records: Ensuring proper record-keeping and accurate documentation of all reservations, cancellations, and modifications for future reference and auditing.

6. Revenue Management

• Pricing Strategy: Working closely with the revenue or sales team to ensure that pricing and room availability align with current demand, seasonality, and promotions.
• Upselling: Encouraging guests to upgrade to higher categories or book additional services such as meals, transportation, or spa treatments to increase revenue.
• Booking Optimization: Implementing strategies to maximize occupancy rates, including managing walk-ins, last-minute reservations, and special requests.
• Yield Management: Using forecasting techniques and historical data to help adjust pricing and room availability in response to market trends.