Reservation Supervisor

Reservation Supervisor

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

• Supervise daily reservations operations, ensuring all enquiries and bookings are handled promptly, accurately and in line with brand standards
• Maintain clear and effective communication between Reservations, Front Office and key hotel departments
• Oversee daily administrative tasks, correspondence and reporting to ensure accuracy and completion
• Ensure compliance with Emergency Communication procedures, directing all media enquiries to the nominated spokesperson
• Monitor reservation payments, authority forms and chargeback processes, escalating issues to the Financial Controller when required
• Apply Elysium yield management practices and maintain awareness of competitor activity to support revenue performance
• Drive upselling initiatives and oversee the management of no-show bookings in line with hotel policies
• Support, coach and guide Reservations Agents, assisting with group bookings and complex transactions as required
• Ensure adherence to the Resavision Program, Elysium brand standards and LQA audit requirements
• Undertake other duties as directed by the Reservations Manager or senior leadership team

Qualifications

• Proven experience in hotel reservations or front office operations, with previous supervisory or senior agent experience preferred
• Strong knowledge of reservations systems, yield management principles and booking channels, ideally within an Accor or similar luxury hotel environment 
• Confident communicator with the ability to liaise effectively with Front Office, Revenue, Sales and other key stakeholders with Opera PMS
• Guest-focused mindset with a strong attention to detail and commitment to service excellence
• Commercially minded, with the ability to identify upselling opportunities and support revenue performance
• Organised and adaptable, able to manage competing priorities in a fast-paced environment
• Natural team leader who enjoys coaching, supporting and developing team members
• High level of professionalism with the ability to maintain brand standards and contribute to successful audit outcomes

Additional Information

Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus