About this role
The Room Reservations Supervisor oversees the daily operations of the hotel's reservations department. This role is responsible for ensuring efficient booking processes, maximizing room revenue, maintaining accurate inventory across all channels, and leading a team of reservation agents. The ideal candidate blends exceptional customer service skills with sharp attention to detail, revenue awareness, and strong supervisory abilities. 1. Daily Operations & Team Supervision Supervise & Lead: Oversee daily activities of reservation agents, providing guidance, coaching, and performance feedback. Scheduling & Training: Assist in scheduling, onboarding, and continuous training of team members on Property Management Systems (PMS), call etiquette, and upselling techniques. Quality Control: Monitor call performance, email responses, and booking entries to ensure high service standards and brand compliance. Escalations: Handle complex reservation inquiries, VIP bookings, guest complaints, or group booking adjustments with professionalism. 2. Inventory & Channel Management Inventory Accuracy: Monitor room availability, rate codes, room types, and minimum stay requirements in the PMS and Central Reservation System (CRS). OTA & Channel Audits: Conduct regular audits across Online Travel Agencies (OTAs), Global Distribution Systems (GDS), and direct booking engines to ensure rate parity and accurate availability. Overbooking & Discrepancies: Manage overbooking levels responsibly in alignment with Revenue Management strategies to maximize occupancy while minimizing displacement costs. 3. Revenue & Sales Support Upselling Culture: Drive a sales-oriented environment by setting upselling targets for the team (e.g., room upgrades, packages, add-ons). Group & Event Reservations: Assist in room block management, rooming list entries, and billing setup for corporate groups, weddings, and tours. Market Awareness: Stay updated on local market trends, city events, and competitor pricing to provide input during yield management meetings. 4. Reporting & Administration Daily & Weekly Reports: Generate key reports including pickup reports, forecast reports, no-show/cancellation summaries, and channel performance metrics. Billing & Deposits: Ensure advance deposits, credit card authorizations, and billing routing instructions are accurate and processed securely in compliance with PCI standards.