Job Description

Position Summary
The Reservations Supervisor/Executive is a pivotal role responsible for overseeing the daily operations of the reservations department. This individual ensures the highest level of customer service and accuracy in all booking transactions. They lead, motivate, and support a team of reservations agents, manage inventory, optimize revenue opportunities, and serve as an expert on company products, services, and policies. This role requires a blend of strong leadership, analytical skills, and a passion for guest service.
Key Responsibilities
Team Leadership & Management:

• Supervise, train, and mentor a team of Reservations Agents.
• Create and manage staff schedules, ensuring adequate coverage for peak periods.
• Monitor team performance, conduct regular quality assurance checks on calls and emails, and provide constructive feedback.
• Facilitate ongoing training on systems, product knowledge, and sales techniques.
• Handle escalated guest inquiries and complaints with professionalism and efficiency.

Reservations & Revenue Operations:

• Oversee the day-to-day functioning of the reservations department.
• Process complex reservations accurately via phone, email, and online booking channels.
• Manage room or inventory allocation, rates, and availability across all distribution channels (e.g., GDS, OTAs, direct website).
• Work closely with the Revenue Manager to implement selling strategies and rate plans.
• Identify and report on system errors or discrepancies in rates and availability.
• Prepare and analyze reservations reports concerning occupancy, conversion rates, revenue, and denials.

Guest Service Excellence:

• Act as a brand ambassador, ensuring every guest interaction is positive, professional, and in line with company standards.
• Handle special requests, VIP bookings, and complex itineraries with meticulous attention to detail.
• Proactively communicate with other departments (Front Office, Sales, Groups) to ensure seamless guest experiences.

Administrative Duties:

• Generate daily, weekly, and monthly reservation reports and forecasts.
• Manage group booking blocks and cut-off dates.
• Assist in the development and implementation of departmental policies and procedures.
• Monitor and control departmental expenses within the allocated budget.
• Stay updated on industry trends and competitor activities.

Qualifications and Experience
Required:

• Proven experience (typically 2-3 years) in a reservations agent role, with at least 1-2 years in a supervisory or team lead capacity.
• High school diploma or equivalent; degree in Hospitality, Tourism, or Business is a plus.
• Exceptional proficiency in reservation software (e.g., Opera, Amadeus, Sabre, Rezdy, OpenTable) and Microsoft Office Suite (especially Excel).
• In-depth knowledge of the travel/hospitality industry and distribution channels.

Preferred:

• Experience with revenue management principles and yield management.
• Fluency in additional languages.

Skills and Competencies

• Leadership & People Management: Ability to inspire, coach, and develop a team.
• Superior Communication: Excellent verbal and written communication skills; a clear and pleasant phone manner.
• Problem-Solving: Adept at handling complex issues and dissatisfied guests with tact and diplomacy.
• Analytical Mindset: Strong numerical and analytical skills to interpret data and reports.
• Detail-Oriented: Meticulous accuracy in all aspects of booking management and data entry.
• Customer-Centric: A genuine passion for delivering outstanding customer service.
• Organizational Skills: Ability to multitask, prioritize, and work effectively under pressure in a fast-paced environment.
• Commercial Acumen: Understanding of sales techniques and revenue generation opportunities.

Working Conditions

• Typically works in an office environment.
• May be required to work shifts, including evenings, weekends, and holidays, based on operational needs.
• Prolonged periods sitting at a desk and working on a computer.