Senior Reservations Supervisor

Job Title: Senior Reservations Supervisor
Department: Reservations
Reports To: Reservations Manager / Front Office Manager

Job Summary:
The Senior Reservations Supervisor is responsible for overseeing the day-to-day operations of the reservations department, ensuring efficient and accurate booking processes for the hotel or resort. The role involves managing a team of reservations agents, handling high-level customer inquiries, and ensuring exceptional service standards are met. The Senior Reservations Supervisor also plays a critical role in maximizing room occupancy and revenue through effective reservation strategies.

Key Responsibilities:

1. Team Supervision and Training:
   Supervise and lead a team of reservations agents, providing guidance, training, and performance management. Ensure team members are well-trained on the reservation system, policies, and customer service standards. Conduct regular team meetings to discuss challenges, updates, and best practices.
2. Reservations Management:
   Oversee daily reservation operations, ensuring all reservations are entered into the system accurately and promptly. Monitor room availability and manage overbooking situations when necessary, ensuring proper coordination with the Front Desk and Revenue Management teams. Handle complex or VIP reservations and special requests, ensuring they are addressed appropriately. Ensure reservations are processed efficiently, maintaining high levels of guest satisfaction and revenue maximization.
3. Customer Service:
   Respond to guest inquiries regarding room availability, rates, and services, offering personalized recommendations when required. Resolve any reservation-related issues or complaints, ensuring a high level of customer satisfaction. Build and maintain relationships with guests by providing exceptional service and anticipating their needs.
4. Revenue Management and Reporting:
   Assist in managing room rates, availability, and inventory based on demand and occupancy forecasts. Collaborate with the Revenue Manager to implement strategies for maximizing room occupancy and revenue. Monitor and report reservation trends, booking patterns, and occupancy statistics to senior management.
5. Administrative Duties:
   Prepare and maintain reports on reservations, cancellations, no-shows, and occupancy. Maintain accurate guest records and update reservation details as necessary. Oversee the reservation system and ensure all information is entered correctly, addressing any system issues when needed.
6. Collaboration:
   Liaise with other departments (e.g., Front Desk, Housekeeping, Sales) to ensure smooth communication and operations. Work closely with the Sales and Marketing teams to ensure promotions and packages are well integrated into the reservation system.

Qualifications and Skills:

1. Experience:
   Minimum of 3-5 years of experience in a reservations department, with at least 1-2 years in a supervisory role. Prior experience in hotel or resort reservations management is preferred.
2. Skills:
   Strong knowledge of property management systems (PMS) and reservation systems. Excellent organizational and multitasking abilities. Exceptional communication and interpersonal skills. Strong attention to detail and problem-solving skills. Ability to handle stressful situations and make quick decisions.
3. Education:
   A degree in Hospitality Management or a related field is preferred, though equivalent experience is also acceptable.
4. Other Requirements:
   Ability to work flexible hours, including weekends and holidays. Proficiency in Microsoft Office Suite (Excel, Word, Outlook). Fluency in English, both written and spoken (additional languages are a plus).

Working Conditions:

1. Office-based with occasional shifts during peak seasons or as required.
2. Ability to handle a fast-paced, high-pressure environment.

Job Types: Full-time, Permanent