Reservation Supervisor

• Lead and support the Reservation team in daily operations.
• Monitor reservation performance, response time, conversion, accuracy, and productivity.
• Manage and follow up on inquiries from direct channels and online channels (booking platform).
• Ensure accurate reservations, including rates, availability, guest details, payments, and requests.
• Coach Reservation Agents in sales, communication, problem-solving, and service.
• Maximize bookings through upselling, cross-selling, and inquiry conversion.
• Coordinate with cross department to ensure seamless guest journeys.
• Monitor pick-ups, cancellations, modifications, no-shows, and booking issues.
• Ensure compliance with reservation SOPs and service standards.
• Handle escalated guest inquiries, complaints, requests, and complex reservations.
• Validate reservation records for accurate finance reporting.
• Manage guest reviews and escalate concerns to relevant departments.
• Identify operational gaps and improve reservation processes, systems, and workflows.
• Ensure accurate communication information, rates, policies, availability, and promotions.
• Support the Reservation & Revenue Manager in achieving revenue and reservation targets.

Skills: Presentation Skills, Customer Service, Microsoft Excel, Administration, Microsoft Office, Analytical Skills, Public Speaking, Communication, Microsoft Word, Teamwork