Reservation Supervisor

Company description

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.

Job description

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