Room Reservations Supervisor

Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.

Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or expedite/refer to appropriate individual.

Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs;

thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Perform other reasonable job duties as requested by Managers.

Qualification &

Experience:

• Minimum 3-4 years of hotel reservations experience, previous experience as a Reservation Supervisor in 5-star luxury hotel, UAE experience is an added advantage.
• Strong knowledge of hotel reservation systems (Opera PMS, Opera Cloud, Syn Xis, CRS, or similar).
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Ability to handle room reservations, amendments, cancellations, and special requests accurately.
• Strong upselling skills with a track record of maximizing room revenue and promoting hotel services.
• Good understanding of room categories, rate structures, packages, and revenue management principles.
• Experience handling OTA, travel agent, corporate, and direct booking channels.
• Ability to work under pressure, meet deadlines, and adapt to changing business needs.