Reservation Supervisor

A Hotel Reservation Supervisor manages the reservations team, overseeing daily bookings, ensuring excellent guest service, maximizing revenue, and handling complex issues, while also training staff, managing inventory. Key duties involve leading the team, handling guest complaints, managing room inventory/rates, and ensuring adherence to hotel standards.

Key Responsibilities

Team Leadership & Training: Recruit, train, coach, and motivate reservation agents; conduct performance reviews; schedule staff; ensure team proficiency in systems, sales, and guest service.

Operations Management: Supervise the processing of all bookings (phone, email, online), modifications, and cancellations; manage room inventory and allocations; conduct daily quality checks.

Revenue Maximization: Implement pricing strategies, monitor availability, and identify opportunities to increase occupancy and average daily rates (ADR).

Guest Relations: Handle escalated guest complaints, resolve complex booking issues, ensure prompt and courteous service, and follow up on special requests.

Reporting & Administration: Run daily reports, maintain accurate records, and ensure compliance with company policies and procedures.

Interdepartmental Coordination: Liaise with Front Office, Sales, Housekeeping, and other departments to ensure guest needs are met.