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Job Summary
Large Hotel in Cape Town is looking for a Reservations Supervisor. The Reservations Supervisor is responsible for supervising the day-to-day reservations operation, ensuring excellent guest service ; accurate booking management, and efficient reservation processes . The role supports the Reservations Manager in achieving occupancy; revenue; and service targets while assisting with staff training, operational coordination ; and quality control . Duties: Supports the Reservations Manager to ensure the smooth running of the day-to-day reservations department operations, where all aspects of the guest journey and experience are delivered to the highest level. Supervises; coach and mentors the reservations team fostering a culture of growth, development, and performance within the department. Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution. Supports the team to ensure objectives and reservations initiatives & hotel targets are achieved. Builds and maintains effective working relationships with all key stakeholders. Assist to ensure adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered, and documented Assist and in the absence of the Reservations Manager to supervise the handling of inquiries via phone, email, and online channels, ensuring prompt, accurate confirmation of bookings Assist with the compilation and generation of daily reports Collaborate with other hotel departments, including front office, sales and marketing, to ensure personalised guest experience from booking to check-out Requirements: Hospitality Qualification preferred At least 2 years’ experience in the capacity of Reservations Supervisor within a 4/5 * hotel reservations environment Demonstrated experience working within a high-volume client and revenue conversion base Ability to supervise, coach and mentor a team with a hands-on approach and lead-by-example work style. Professional; positive, confident and calm demeanour with friendly attitude Proficiency in Property Management Systems (PMS) like Opera and of Microsoft Office Suite packages (Word, Excel & PowerPoint) Leadership and team management and development capability skills Ability to multitask and thrive within a fast paced pressurized and team orientated environment High attention to detail and operational discipline Ability to manage conflict and challenging situations with respect and confidence Strong leadership abilities with a guest – centric approach Personal integrity, with the ability to work in an environment that demands excellence, time and energy Ability to analyse market trends to make pricing decisions Strong Communication skills: Strong interpersonal skills for client negotiation and team management Strong Administrative, planning , organizing and attention to detail skills Ability to prioritize tasks, and handle multiple requests Customer-focused mindset with a proactive approach to service Strong attention to detail and efficiency pertaining to area of responsibility Excellent telephone and email etiquette Flexibility to work as per operational requirements as and when required
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