Reservations Supervisor

The Jefferson Hotel•Richmond, VA

4d•Onsite

About The Position

The Jefferson Hotel, a renowned luxury property in Richmond, VA, is seeking an experienced and service-focused Reservations Supervisor to help lead the daily operations of our Reservations Department, under the direction of the Revenue Manager. This role is responsible for supervising reservation activity, supporting and training team members, and ensuring a seamless guest experience from the initial booking through arrival. The ideal candidate is detail-oriented, guest-minded, and thrives in a fast-paced, collaborative environment where accuracy, communication, and service excellence are essential. This position requires flexibility, including the ability to work weekends and holidays. Schedules and days off vary weekly depending on hotel occupancy.

Requirements

Availability: Must be available to work any day of the week, including weekends and holidays. Must be flexible to work any time between: 8:30 AM – 9:00 PM, with daily schedules subject to change
Experience: Previous hotel reservations or front office experience required; supervisory experience preferred.
Leadership: Ability to supervise, train, and support Reservations Agents while maintaining department standards.
Communication: Strong verbal and written communication skills with a professional, guest-focused approach.
Detail-Oriented: High level of accuracy in reservation processing, inventory management, and reporting.
Systems Knowledge: Comfort working with multiple interfacing systems and reporting issues as needed.
Knowledge of Infor a plus.
Prior experience in hotel reservations, front office, or related hospitality operations required.
Strong organizational skills and ability to manage multiple priorities simultaneously.
Proficiency with hotel reservation systems and Microsoft Office; familiarity with revenue or distribution systems preferred.
Professional demeanor, reliability, and ability to work collaboratively across departments.

Nice To Haves

Supervisory or leadership experience preferred.

Responsibilities

Oversee the daily operations of the Reservations Department and supervise Reservations Agents.
Train new reservations team members and support ongoing development and performance standards.
Assist with incoming reservation calls, email inquiries, and processing online reservations.
Resolve guest concerns and complaints related to reservations in a prompt and professional manner.
Manage daily arrivals and ensure all guest preferences and special requests are communicated and fulfilled.
Monitor all interfacing systems and report technical issues to the IT Manager.
Process Travel Agent commissions and complete OTA reconciliations accurately and timely.
Input and manage group room block reservations in coordination with the Revenue Manager and Sales Department.
Manage group block inventory and ensure accuracy of room counts and availability.
Assist with management of online rates and room availability in the absence of the Revenue Manager.
Support forecasting and sales reporting responsibilities when the Revenue Manager is unavailable.
Maintain cross-training as a Front Desk Agent to assist operations as needed.
Uphold The Jefferson Hotel’s service standards in all guest and internal interactions.