Reservations Office Supervisor

About the role

The Reservations Office Supervisor leads the reservations and meetings & events (M&E) team, ensuring all guest bookings are processed accurately and efficiently. This office‑based position requires strong organisational skills, attention to detail, and the ability to coordinate with multiple hotel departments to deliver a seamless guest experience.

Key responsibilities

• Supervise and support the reservations and M&E team in daily tasks and enquiries.
• Monitor reservation systems to maintain accurate bookings and room availability.
• Oversee responses to guest enquiries via booking platforms, email, and telephone.
• Ensure reservations, conference and event enquiries are handled promptly and professionally.
• Maintain high standards of customer service and communication at all times.
• Coordinate with Front Office and other departments for smooth guest arrivals and departures.
• Handle escalated queries, complaints and special requests efficiently.
• Monitor room inventory, availability and booking trends.
• Ensure compliance with company procedures, policies and service standards.
• Assist with training and development of reservations staff.
• Prepare reports on occupancy, bookings and performance as required.

Required profile

• Previous experience in hotel reservations or a similar administrative role.
• Proven ability to lead or supervise a team (preferred).
• Strong written and verbal communication skills.
• Excellent organisational skills and attention to detail.
• Ability to multitask and prioritise effectively in a busy environment.
• Professional, friendly customer service approach.
• Proficiency with email systems and reservation platforms.

Required skills

• Opera PMS or similar property management system.
• Reservation platforms.
• Email systems.