Reservations Supervisor

IHMS LLC.•New York, NY

3d•$38 - $41•Onsite

About The Position

The Reservations Supervisor is responsible for training, scheduling, and motivating reservations agents, monitoring call quality, and handling escalated guest concerns. This role aims to maximize room revenues and occupancy by monitoring booking trends, utilizing up-selling techniques, and analyzing the competitive set. The supervisor will oversee the accuracy of room blocks, rates, and availability across Property Management Systems (PMS) and Central Reservations Systems, and coordinate closely with Front Desk, Sales, and Marketing teams to ensure VIP requests and promotional campaigns are executed flawlessly. This position also involves managing the department's schedule, understanding commission and reconciliation processes, processing reservations incentives, and cooperating with the Accounting Department for commissions and monthly reports. Key daily tasks include monitoring new and upcoming reservations, checking reports (cancellations, no-shows), reviewing daily forecasts and availability, organizing departmental mail, and handling multiple telephone calls simultaneously.

Requirements

2–4 years of hotel reservations experience, with at least 1 year in a supervisory role (preferably within a luxury environment).
Proficiency in industry-standard software (e.g., Opera PMS, Synxis, or other CRS platforms).
Exceptional leadership, interpersonal, and problem-solving abilities.
Deep understanding of hotel facilities, services, and local area attractions to assist guests and staff.
Highly detail-oriented and strong organizational skills.
Reading, writing and oral proficiency in the English language.
Typing skills needed, 40 wpm minimum. Typing test administered as part of interview process
Exceptionally clear communication skills required
Ability to close sales calls in a gracious and warm manner.
Understanding of numbers
Strong computer skills needed

Nice To Haves

Multi-lingual abilities is a plus

Responsibilities

Train, schedule, and motivate reservations agents, monitor call quality, and handle escalated guest concerns.
Maximize room revenues and occupancy by monitoring booking trends, utilizing up-selling techniques, and analyzing the competitive set.
Oversee the accuracy of room blocks, rates, and availability across Property Management Systems (PMS) and Central Reservations Systems.
Coordinate closely with Front Desk, Sales, and Marketing teams to ensure VIP requests and promotional campaigns are executed flawlessly.
Manage the Department's schedule when needed.
Knowledge of commission and reconciliation process (e.g., Travel Agencies and OTAs).
Process Reservations Incentives.
Close cooperation with Accounting Department for commission process and required monthly reports.
Monitoring all new and upcoming reservations in the system.
Daily check on reports (e.g., cancellations, no show etc.).
Review daily forecast and availability.
The ability to organize, sort and direct incoming mail for the department.
The ability to handle several telephone calls at any given time.
The ability to successfully complete a room reservation for any given time period knowing what types of accommodations, rates and special services are available. In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, Sabre, etc.
The ability to recite all information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the hotel.
The ability to reason what a potential guest is looking for in room accommodations and participate in problem-solving situations while keeping the Reservations Manager well informed.
The ability to utilize the guest history program to ensure maximum accuracy and recognition.
The ability to answer the telephone professionally and cheerfully, including transferring and routing misdirected calls and taking messages.
The ability to utilize the computer system in retrieving, updating and inputting room reservations.
The ability to give adequate directions to the hotel from any location.
The ability to process internal reservations, management reservations, reservations from the Central Reservations Office, employee complimentary requests, rooming lists, group blocks, travel agent discounts, telexes and faxes.
The ability to respond properly in any hotel emergency or safety situation.
The ability to perform other tasks or projects assigned by hotel management and staff.