Job Description

The Reservation Supervisor is responsible for overseeing the reservations team, ensuring efficient handling of guest inquiries, bookings, and room allocations. They manage all reservations processes to maximize hotel occupancy and revenue while maintaining exceptional customer service standards.

Key Responsibilities

• Supervise daily operations of the reservations team, ensuring all bookings are handled accurately and efficiently.
• Oversee room inventory to maximize occupancy, ADR (Average Daily Rate), and RevPAR (Revenue Per Available Room).
• Respond to guest inquiries regarding availability, rates, promotions, and services, ensuring timely and professional communication.
• Ensure that group reservations, corporate bookings, and special requests are coordinated effectively.
• Monitor no-shows, cancellations, and last-minute bookings, taking necessary actions to minimize revenue loss.
• Train, mentor, and motivate the reservations team to meet performance goals.
• Conduct regular team briefings to communicate updates, promotions, and procedural changes.
• Monitor team productivity and provide constructive feedback to improve performance and service standards.
• Collaborate with the Revenue Manager to implement dynamic pricing strategies and manage rate codes.
• Ensure the proper use and functionality of the hotel's property management system (PMS) and reservation tools.
• Conduct audits to verify data accuracy and compliance with hotel policies and procedures.
• Handle escalated guest complaints and inquiries related to reservations, ensuring guest satisfaction.
• Coordinate with the Front Office, Sales, and Marketing teams to accommodate VIP guests and special requests.
• Maintain an up-to-date understanding of guest preferences, ensuring personalized service.
• Generate daily, weekly, and monthly reports on reservations, room availability, and booking trends.
• Analyze booking patterns and provide recommendations to improve revenue and occupancy.
• Identify opportunities to enhance the guest booking experience through process improvements.

Qualifications and Skills:

• Education: Diploma or degree in Hospitality Management, Business Administration, or related field.
• Experience: 2-4 years in a reservations or front office role, with at least 1 year in a supervisory position.
• Strong knowledge of reservation systems (e.g., Opera, Fidelio, or similar PMS).
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving and decision-making abilities.
• Proficiency in MS Office Suite (Excel, Word, Outlook).
• Arabic Speaker more Preferrable.

Job Types: Full-time, Contract

Application Question(s):

• What property management systems (PMS) or reservation tools have you worked with (e.g., Opera, Fidelio)?
• How would you manage a situation where a guest's reservation is not found in the system upon their arrival?
• Describe a challenging situation you faced in reservations and how you resolved it.
• How do you manage stress and maintain attention to detail in a fast-paced environment?

Experience:

• hospitality: 3 years (Required)

Language:

• arabic (Required)