Reservation Supervisor

3 weeks ago

Dubai, United Arab Emirates Royal Tulip Full time

The Reservation Supervisor is responsible for overseeing the daily operations of the reservation department, ensuring efficient and accurate booking processes, handling guest inquiries, and supporting the team. This position requires strong leadership, excellent customer service skills, and the ability to manage both guest requests and internal communication efficiently.

**Key Responsibilities**:

- **Supervise the Reservations Team**: Oversee the reservations team’s day-to-day activities, ensuring that all reservation requests are handled promptly, accurately, and professionally.
- **Manage Reservation Systems**: Ensure all reservation systems (PMS, CRS) are used effectively to maintain up-to-date and accurate booking information.
- **Monitor Availability and Rates**: Ensure room availability and rates are managed efficiently to optimize hotel occupancy and revenue. Adjust rates and availability in accordance with hotel policy and revenue management strategies.
- **Guest Communication**: Handle guest inquiries and requests related to reservations, cancellations, and modifications. Provide assistance in resolving any reservation-related issues or complaints.
- **Training & Development**: Train new and existing staff on reservation procedures, systems, and customer service techniques to maintain high standards.
- **Reporting & Documentation**: Prepare daily, weekly, and monthly reports on reservation status, cancellations, no-shows, and other metrics. Provide insights and recommendations to management.
- **Coordinate with Other Departments**: Collaborate with the Front Desk, Sales, and Revenue Management departments to ensure smooth guest check-in/check-out experiences and maintain accurate booking records.
- **Guest Preferences & Special Requests**: Ensure that guest preferences, special requests, and VIP arrangements are accurately recorded and communicated to relevant departments.
- **Monitor Reservation Trends**: Track booking patterns, analyze reservation data, and provide insights into potential improvements in booking practices and processes.
- **Oversee Group Reservations**: Manage group bookings, including coordination with the sales and events teams to ensure all requirements are met.
- **Compliance & Standards**: Ensure compliance with hotel policies, procedures, and brand standards in all reservation-related activities.

**Required Skills and Qualifications**:

- **Experience**: Minimum of 3 years of experience in hotel reservations or front office operations, with at least 1 year in a supervisory role.
- **Technical Skills**: Proficiency in hotel property management systems (PMS), central reservation systems (CRS), and Microsoft Office Suite.
- **Communication Skills**: Excellent written and verbal communication skills. Ability to manage guest expectations and resolve complaints effectively.
- **Leadership**: Strong leadership and team management skills. Ability to motivate and guide a team to meet performance targets.
- **Attention to Detail**: Exceptional organizational and multitasking skills. Ability to handle high volumes of reservations without compromising on accuracy.
- **Customer Service**: A strong customer service orientation with a focus on delivering a superior guest experience.
- **Problem-Solving**: Ability to resolve issues or conflicts in a professional and calm manner.
- **Flexibility**: Ability to work flexible hours, including weekends and holidays, as required in the hospitality industry.

**Experience**:

- Reservation Supervisor: 1 year (required)
- Hospitality: 2 years (required)

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