Department:
Front Office / Reservations
Reports To:
Front Office Manager
Job Summary:
The Reservation Supervisor is responsible for overseeing all reservation activities, ensuring accurate booking management, maximizing room revenue, maintaining inventory control, and providing excellent guest service. The role involves supervising reservation staff, coordinating with other departments, and ensuring adherence to hotel policies and procedures.
Key Responsibilities:Reservation Operations
- Supervise daily reservation activities and ensure all bookings are processed accurately.
- Monitor room availability, rates, and inventory across all distribution channels.
- Ensure timely handling of telephone, email, OTA, and corporate reservations.
- Verify booking details, room allocations, and special guest requests.
- Maintain accurate reservation records in the PMS system.
Revenue Management
- Assist in implementing room pricing strategies.
- Monitor occupancy forecasts and booking trends.
- Maximize room revenue through upselling and cross-selling opportunities.
- Coordinate with the Revenue Manager regarding rate updates and inventory control.
Guest Service
- Ensure prompt and professional responses to guest inquiries.
- Handle reservation-related complaints and special requests efficiently.
- Maintain high levels of guest satisfaction through excellent service.
Team Supervision
- Supervise and guide reservation associates.
- Conduct training for new team members.
- Monitor staff performance and ensure adherence to SOPs.
- Prepare duty schedules and allocate tasks.
Coordination
- Coordinate with Front Office, Housekeeping, Sales, and Accounts departments.
- Ensure smooth communication regarding arrivals, departures, VIP guests, and group bookings.
- Assist the Sales team with corporate and group reservation requirements.
Reporting
- Prepare daily, weekly, and monthly reservation reports.
- Monitor pickup reports, occupancy reports, and cancellation reports.
- Maintain reservation statistics and performance records.
Requirements:
- Bachelor's Degree or Diploma in Hotel Management.
- 2–4 years of experience in hotel reservations or front office operations.
- Knowledge of PMS systems (IDS, Opera, eZee, etc.).
- Good communication and customer service skills.
- Strong organizational and problem-solving abilities.
- Proficiency in MS Office (Excel, Word, Outlook).
Key Skills:
- Reservation Management
- Revenue Optimization
- Team Leadership
- Guest Relations
- Communication Skills
- Time Management
- Attention to Detail
- Problem Solving
KPIs:
- Reservation accuracy rate.
- Room revenue achievement.
- Guest satisfaction scores.
- OTA booking conversion.
- Response time to reservation inquiries.
- Reservation team productivity.
Pay: ₹17,000.00 - ₹22,000.00 per month
Benefits:
- Food provided
- Paid sick time
Work Location: In person
