Group Reservations Supervisor

POSITION SUMMARY   Under the general guidance of the Reservations Manager, the Group Reservations Supervisor is a hands‑on leadership position that is responsible for managing the successful operation of the Groups co‑ordination department including maintaining a consistently high standard of customer experience and quality within the department whilst ensuring all tasks related to managing groups are managed in a timely manner and effectively.

Ensure all group blocks (current and upcoming), from the point of view of availability, guest reservations, rates etc. Amongst other duties such as training, performance management, assisting with recruitment, this person will enter reservations (manually or via a rooming list), establish online booking links through the Passkey online booking system, set up groups’ billing as per their contract and assist guests and clients with any special requests they may have during their stay.

KEY RESPONSIBILITIES    Lead and direct the Group Reservations Coordinators.
Work closely with the Reservations Manager to ensure the smooth operation of the department.
Assist with recruitment, train, monitor individual coordinators’ performance, coach and counsel as required and conduct performance reviews.
Entering rooming lists into the hotel’s property management system with accuracy, assigning rooms and special requests as needed, and submitting written confirmation to guests.
Compiling daily group arrivals lists to review, check reservations for accuracy and adjust as needed.
Working closely with Accounting to ensure all billing is set up correctly in the hotel’s property management system. Duties include preparing invoices, posting charges to guests’ and clients’ credit cards or accounts, and sending statements of charges where required.
Reviewing VIP guest accounts to ensure all necessary information is noted (professional title, company, requests/preferences, room upgrades, etc.).
Setting up booking platforms for guests through the Passkey online reservations system. This includes entering and consistently maintaining inventory, rates, and policies, and ensuring they align with the hotel’s property management system.
Reviewing and adjusting the hotel’s group room inventory in the property management system.
Preparing a weekly pickup report to determine the availability of rooms within all group blocks. Attending a subsequent weekly interdepartmental meeting to discuss.
Assisting the Individual Reservations department as required. This includes: responding to individual reservation queries from prospective hotel guests (by phone, email, etc.), providing details on vacancies, policies, and rates, collecting and entering reservation data and guest details into the hotel’s property management system, and reviewing and sending written confirmations.
Establishing initial contact with the client at file turnover and building and maintaining a relationship with them up to arrival for all matters pertaining to room usage. Sending pick up reports as requested (to indicate rooms available within group block), entering rooming lists and managing changes to/cancellation of attendee reservations, special requests, etc.
Answering clients’ and guests’ queries about the services available to them in the hotel/ city and offering to further assist them (with spa reservations, restaurant bookings, airport transportation, etc.).
Managing guests’ and clients’ complaints (and escalating them to the appropriate manager if necessary).
Preparing informational documents (known as Group Resumes) and submitting them to all concerned departments, including Front Desk, Bell Services, Housekeeping, Accounting, and Food and Beverage Outlets.
Maintaining constant communication with hotel Sales, Catering, Front Desk, Accounting, and Reservations Departments to ensure contract terms, contract dates, and any other pertinent information are known and adhered to.
Understanding the departmental need to‑and is willing to‑work in other related departments during peak periods as required (e.g., Switchboard, Front Desk and Concierge).
Attending and participating in departmental meetings.
Performing Group administration…