Reservations Supervisor – Luxury Hotel

About the role

The Reservations Supervisor ensures accurate room blocks, reservations, and group market codes for a luxury hotel. The role involves handling guest inquiries, processing reservations, and supporting the team in delivering the Ritz‑Carlton Gold Standards of service.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail, verifying availability, rates, and guarantee policies.
• Identify guest needs, accommodate special requests, and document them accurately in the reservation system.
• Set up billing accounts according to accounting policies and resolve guest issues or escalations.
• Train, schedule, counsel, and motivate staff, serving as a role model for the Guarantee of Fair Treatment/Open Door Policy.
• Maintain confidentiality of proprietary information, uphold company policies, and ensure a professional appearance.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 2 years of related reservations experience.
• Minimum 1 year of supervisory experience.
• Ability to lift and move objects up to 10 pounds without assistance.