Reservations Supervisor

Job Description – Reservations Supervisor

- Supervise the daily operations of the Reservations Department, ensuring all enquiries are handled accurately and promptly. - Process individual and group reservations in accordance with Accor standards and hotel policies. - Coordinate group bookings, including room blocks, rooming lists, contract rates, billing instructions, pick-up, cancellations, release dates, and special requests. - Liaise with Sales, Revenue, Front Office, Housekeeping, and Finance to ensure seamless coordination of group reservations. - Ensure all reservation details, payment guarantees, and billing instructions are accurate and properly documented. - Monitor room inventory, group blocks, and stop-sell restrictions to maximize occupancy and revenue opportunities. - Maintain a proactive selling approach by promoting upselling opportunities and supporting revenue optimization. - Review daily arrivals to ensure the accuracy of rates, market segments, guest profiles, and reservation details. - Handle group billing enquiries, reservation escalations, VIP bookings, and guest complaints professionally. - Prepare reservation and group reports as required and assist with forecasting and inventory management. - Train and support Reservations Agents while ensuring compliance with Accor standards and departmental procedures. - Deliver exceptional guest service in line with Accor's Heartist values and perform any other duties assigned by management.

- Minimum of 2 years' experience in a hotel reservations role, including at least 1 year in a supervisory capacity. - Previous experience with Accor is preferred. - Strong knowledge of Opera Cloud (Opera PMS), Microsoft Office applications, and Accor systems such as Resaweb, ACDC, and FASTCOM. - Experience in handling both individual and group reservations within a hotel environment. - Good understanding of revenue management principles, inventory control, and reservation procedures. - Excellent communication, interpersonal, organizational, and negotiation skills, with the ability to build effective working relationships. - Ability to work independently, demonstrate initiative, multitask, and adapt to changing business needs. - Multicultural awareness with the ability to work effectively in a diverse team environment. - Flexible to work a variety of shifts, including weekends and public holidays, as required. - Fluent in spoken and written English; additional language skills are an advantage.

Prior experience working with Opera or a related system

Strong interpersonal and problem solving abilities

Fluency in English & additional languages are a plus