Reservation Supervisor

Responsibilities

• Supervise daily reservations operations ensuring all enquiries and bookings are handled promptly and accurately and in line with brand standards
• Maintain clear and effective communication between Reservations Front Office and key hotel departments
• Oversee daily administrative tasks correspondence and reporting to ensure accuracy and completion
• Ensure compliance with Emergency Communication procedures directing all media enquiries to the nominated spokesperson
• Monitor reservation payments authority forms and chargeback processes escalating issues to the Financial Controller when required
• Apply Elysium yield management practices and maintain awareness of competitor activity to support revenue performance
• Drive upselling initiatives and oversee the management of no-show bookings in line with hotel policies
• Support coach and guide Reservations Agents assisting with group bookings and complex transactions as required
• Ensure adherence to the Resavision Program Elysium brand standards and LQA audit requirements
• Undertake other duties as directed by the Reservations Manager or senior leadership team

• Proven experience in hotel reservations or front office operations, with previous supervisory or senior agent experience preferred
• Strong knowledge of reservations systems, yield management principles and booking channels, ideally within an Accor or similar luxury hotel environment
• Confident communicator with the ability to liaise effectively with Front Office, Revenue, Sales and other key stakeholders with Opera PMS
• Guest-focused mindset with a strong attention to detail and commitment to service excellence
Commercially minded, with the ability to identify upselling opportunities and support revenue performance
• Organised and adaptable, able to manage competing priorities in a fast-paced environment
• Natural team leader who enjoys coaching, supporting and developing team members
• High level of professionalism with the ability to maintain brand standards and contribute to successful audit outcomes
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus