Reservations Supervisor

Hôtel Swexan•Dallas, TX

12d•Onsite

About The Position

Harwood Hospitality Group, Dallas’ premier Hospitality owner-operator, introduces its most complete expression of a multi-generational vision in Harwood District’s first hotel, Hôtel Swexan. The Hotel is a new destination, with an uncompromising mission that values experience above all. It is a place like no other that draws inspirations from the world’s greatest cities – New York, London, Paris – together in one location to create something completely new. Local expertise with an international influence. Classic and contemporary, the hotel is a twist on conventions. Part collection, part creativity, and always elegant. Guests stay to get lost – in culture and conversation. The Hotel is a world of its own, a meeting place, a hideaway, a stomping ground. For celebration or solitude. Designed with all generations in mind, Harwood District’s hotel plays host to an eclectic mix of personalities. It is a timeless setting where locals mix with out-of-towners and old souls encounter the young at heart. Intimate, immersive, and transportive. Hôtel Swexan has a surprise around every corner. Forget, for a second, where you came from, and leave with a memory that keeps you coming back.

Requirements

2–3 years reservations or front office experience, luxury hotel preferred
Previous supervisory or lead role strongly preferred
Strong analytical mindset with understanding of ADR, occupancy, and revenue impact
Proficiency with Opera Cloud, SynXis, or comparable systems
Excellent communication and organizational skills

Responsibilities

Supervise daily operations of the Reservations team and ensure service standards are consistently met
Coach agents on selling techniques, luxury communication standards, and revenue-focused behaviors
Audit reservations for accuracy including rate codes, packages, billing, and special requests
Assist with training new hires and ongoing skill development
Act as the primary escalation point for complex bookings or guest concerns
Monitor call quality, response times, and conversion performance
Support leadership with reporting and data tracking related to booking pace and demand patterns
Ensure policies, destination fees, and promotional offers are correctly communicated and applied
Partner closely with Revenue Management and Sales to align booking strategies
Maintain advanced knowledge of PMS and CRS platforms
Assist with rate loading validation, availability checks, and troubleshooting
Monitor high-demand dates and communicate booking trends to Revenue Leadership
Help implement promotions, packages, and upsell initiatives
Support inventory and restriction compliance in alignment with revenue strategy
Lead by example with professionalism and luxury service standards
Provide real-time coaching and performance feedback
Foster a collaborative and positive team environment
Ensure agents represent the hotel brand appropriately in all guest interactions