Room Reservations Supervisor

About the role

The Room Reservations Supervisor ensures accurate management of room blocks, reservations, and group market codes while delivering exceptional guest service. This role also supports new employee onboarding by communicating company values and culture.

Key responsibilities

• Process reservation requests, changes, and cancellations received via phone, fax, or mail, verifying availability, rates, and policies.
• Identify guest needs, accommodate special requests, and document them accurately.
• Apply sales techniques to maximize revenue and upsell hotel services.
• Maintain and troubleshoot the reservation system, ensuring data integrity.
• Set up billing accounts according to accounting policies and resolve guest issues or escalate as needed.
• Assist management with training, scheduling, counseling, and coaching of reservation staff.

Required profile

• Minimum 3‑4 years of hotel reservations experience, preferably as a Reservation Supervisor in a 5‑star luxury hotel.
• Strong knowledge of hotel reservation systems such as Opera PMS, Opera Cloud, SynXis, or similar CRS platforms.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proven ability to handle reservations, amendments, cancellations, and special requests accurately under pressure.

Required skills

• Opera PMS
• Opera Cloud
• SynXis
• CRS (Central Reservation System)