Reservation Supervisor

Overall Objective

To ensure the Reservations operation runs smoothly and efficiently while maintaining high standards of guest service, reservation accuracy, inventory control, team performance, and revenue optimization.

Position Summary

The Reservation Supervisor is responsible for supervising and coordinating the daily operations of the Reservations team to ensure accurate, efficient, and timely handling of all reservation activities. Maximizing room revenue, maintaining inventory accuracy, delivering excellent guest service, and ensuring that all reservations are processed according to company and property standards. The Reservation Supervisor is expected to be hands-on in daily operations, including handling reservations, amendments, cancellations, guest enquiries, room availability, and coordination with other departments.

Key Responsibilities

• Supervise the daily operations of the Reservations team and ensure all reservation activities are completed accurately and efficiently.
• Handle room reservations, amendments, cancellations, extensions, upgrades, and special requests.
• Ensure all reservations are entered and maintained accurately in the Property Management System (PMS) and relevant reservation systems.
• Monitor room availability, inventory, booking restrictions, and rate loading.
• Ensure reservations are properly guaranteed, documented, and followed up.
• Review and resolve reservation discrepancies and booking issues.
• Respond to guest, travel agent, OTA, and internal enquiries in a timely and professional manner.
• Allocate daily tasks and monitor the performance of Reservation team members.
• Provide coaching, guidance, and on-the-job training to team members.
• Support team members in handling complex reservations, guest complaints, and operational issues.
• Monitor adherence to reservation procedures, service standards, and company policies.
• Conduct regular checks on teamwork quality and provide feedback where required.
• Work closely with Revenue Management and Front Office to optimize room inventory and revenue opportunities.
• Monitor booking pace, occupancy, availability, and reservation trends.
• Ensure room rates, packages, promotions, and restrictions are accurately loaded and communicated.
• Identify opportunities to maximize room revenue through upselling, upgrades, and appropriate rate strategies.
• Report unusual booking patterns, inventory issues, or potential revenue opportunities to the relevant manager.

Required Skills & Competencies

• Strong communication and interpersonal skills.
• Good English communication skills; additional languages are an advantage.
• Strong attention to detail and accuracy.
• Good organizational and time-management skills.
• Ability to prioritize and manage multiple tasks.
• Problem-solving and decision-making skills.
• Leadership and team-coaching ability.
• Good computer skills, including Microsoft Office.
• Customer-focused and commercially aware.