Reservations Supervisor

Main Duties and Responsibilities

We are seeking a highly organized, detail-oriented, and customer-focused Reservations Supervisor to join our team at Mandai Rainforest Resort by Banyan Tree.

The Reservations Supervisor will oversee and guide the daily operations of the reservations team, ensuring smooth and efficient booking and reservations processes, working closely with other departments to maximize the Resort’s rooms and spa sales and maintaining the highest standards of guest satisfaction.

Key Responsibilities

Reservation Management:

• Handle room reservations promptly and accurately through various channels, including phone, email, and online booking systems.
• Maintain accurate and up-to-date records of all reservations, including guest preferences and special requests.
• Manage group bookings, special requests, and VIP reservations, ensuring personalized service and attention to detail.
• Lead, train, and motivate the reservations team to deliver excellent customer service while ensuring productivity, efficiency, and accuracy in booking and handling reservations.
• Assist with revenue management efforts by ensuring proper room allocation, monitoring occupancy levels, and suggesting adjustments to room rates based on demand and seasonality.

Guest Interaction:

• Provide exceptional service to guests by addressing their questions like information about room rates, availability, and hotel amenities.
• Assist guests with modifications or cancellations of their reservations, ensuring a smooth and hassle-free process.
• Handle guest complaints and issues related to reservations with professionalism and a problem-solving attitude.

Revenue Management:

• Monitor booking patterns and report on occupancy trends, helping to identify opportunities for maximizing revenue.

System and Record Management:

• Utilize reservation and property management systems to track and manage room inventory, availability, and bookings.

Quality Control:

• Regularly review reservation logs, track booking patterns, and manage booking discrepancies or overbooking situations in accordance with hotel policies.

Reporting & Analysis:

• Assist with preparing reports on occupancy trends, booking trends, and other reservation-related metrics, contributing to the hotel’s operational decision-making.

Job Requirements

• Diploma, Higher NITEC or NITEC or a professional equivalent qualification.
• 3 – 5 years of similar experience, preferably in a luxury hotel or resort setting.
• Proficient in Reservation and Property Management systems (eg. Opera)
• Able to multitask and work in a fast-paced environment.