Reservations Supervisor Luxury Hotel KAFD

Job Scope

• Respond to guest inquiries via phone, email, and online channels assisting with room reservations, booking modifications, and special requests.
• Provide accurate information on room availability, rates, packages, and hotel amenities to help guests make informed booking decisions.

• Communicate with guests in a professional and friendly manner, addressing their needs, preferences, and concerns to ensure a positive booking experience.
• Confirm reservations, send booking confirmations, and follow up with guests to provide additional assistance or information as needed.

• Identify upselling opportunities and promote room upgrades, add‑on services, and special packages to enhance the guest experience and maximize revenue.
• Cross‑sell hotel amenities, dining options, and special promotions to increase guest spend and overall satisfaction.

• Enter reservation details accurately into the booking system, update guest profiles, and maintain reservation records to ensure data integrity and efficient booking processes.
• Monitor room availability, rates, and inventory levels to optimize room allocations and maximize revenue potential.

• Deliver exceptional customer service, address guest feedback, resolve booking issues, and handle complaints in a professional and proactive manner.
• Anticipate guest needs, provide personalized recommendations, and go the extra mile to exceed expectations and foster loyalty.

• Support sales and marketing initiatives by promoting special offers, packages, and promotions to increase booking conversions and drive revenue growth.
• Collaborate with the sales team to coordinate group bookings, corporate reservations, and special events to maximize occupancy levels.

• Ensure compliance with reservation policies, procedures, and data protection regulations to safeguard guest information and maintain confidentiality.
• Conduct quality checks on reservation details, confirmations, and billing information to ensure accuracy and consistency in guest bookings.

• High school diploma or equivalent; additional certification in hospitality or customer service is a plus.
• Previous experience in reservations, guest services, customer support, or a related role in the hospitality industry.
• Excellent communication skills, with a friendly and professional demeanor in guest interactions.
• Customer‑centric approach, with a focus on delivering personalized service and exceeding guest expectations.
• Proficiency in reservation systems, booking software, and Microsoft Office applications.
• Strong attention to detail, organizational skills, and the ability to multitask in a fast‑paced environment.
• Sales acumen, with the ability to identify revenue opportunities and promote hotel services effectively.
• Problem‑solving skills, adaptability, and a positive attitude in handling guest inquiries and resolving issues.