Reservation Supervisor

Job Description

  • Assists in monitoring and managing the reservationist team to ensure excellent customer service
  • Contributes globally to guest satisfaction through the quality of his/her work and exemplary behaviour
  • Maximise occupancy by ensuring high conversion of enquiries into bookings.
  • Supervises, monitors calls, coaches, counsels, trains, disciplines and reviews reservation agents
  • Evaluates Reservation Agents’ performance and productivity to insure they meet service level goals
  • Make sure to provide an excellent introduction to the Hotel and its services with regards to the information given about the hotel and surrounding area
  • Ensures that administrative procedures never take priority over guest relations
  • Takes into account and anticipates guests’ needs10Deals swiftly, efficiently and sensitively to guest complaints that cannot be settled directly by team members and follows through
  • Conveys the brand and hotel image through his/her irreproachable attitude
  • Helps increase guest loyalty through quality of service
  • Ensure all documents are filed properly and files are labelled clearly14Provide daily, weekly and monthly reports as required
  • Assists the Manager to lead the team and to deliver the best Service possible
  • Develops employees’ motivation and team spirit by creating a good working atmosphere
  • Integrates and trains employees, providing support for skills development
  • Ensures that employees are well presented (uniforms, personal hygiene etc.)
  • Makes sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimize REVPAR
  • Maximize upselling and offer appropriate room category for the guest; ensure the guest receives the accommodation he / she is expecting
  • Ensures the Group’s loyalty program (ALL) is promoted to the guests24Motivates and drives the team to attain the department’s targets




The ideal candidate will be customer driven and with an extremely proactive and focused personality and an outgoing, charismatic and approachable character. You will display a high level of professionalism with a high degree of impact and influence within all levels of operations and be self motivated with a pro-active approach. You portray a structured and goal oriented work philosophy and possessing following additional competencies:

  • Understanding Hotel Operations
  • Teamwork
  • Planning for Business
  • Supervising People
  • Understanding Differences
  • Supervising Operations
  • Effective Communication
  • Drive for Results