Reservations Supervisor
About The Position
The Reservations Supervisor is a hospitality professional that orchestrates anticipatory service from the first touchpoint. This role will lead a team of luxury specialists who transform inquiries into curated experiences, ensuring every reservation reflects our standards of exclusivity and precision. The Reservations Supervisor position demands a rare balance of analytical acumen, emotional intelligence, and a passion for flawless execution. By delivering impeccable service, the Reservations Supervisor will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.
Requirements
- 3+ years or more minimum experience in hotel reservations
- Advance computer literacy required
- Expertise in secure credit card processing for reservations, deposits, and prepayments
- Fluent in English (additional languages highly preferred)
- Ability to maintain composed under pressure
- Capability to maintain focus and precision during prolonged screen time
- Comfortable working in an office environment
- Ability to work independently and as part of a team.
- Excellent communication skills and customer service skills
- Highly organized with the ability to multitask in a fast-paced environment
Nice To Haves
- luxury hotel and/or resort preferred
- Proficiency in property management systems preferred (Microsoft Office, Opera, Alice, etc.)
- Basic accounting skills preferred
Responsibilities
- Oversee all channels (phone, email, CRM, luxury consortiums) with white-glove service standards
- Train team to read between the lines of guest requests (e.g., translating "quiet room" to "corner suite away from elevators with soundproofing")
- Personally handle VVIP reservations with absolute discretion
- Enforce rate integrity across all platforms while empowering agents to offer strategic upgrades
- Analyze denied reservations to identify missed luxury conversion opportunities
- Collaborate with the Director of Revenue Management to design persuasive scripts for suite/long-stay negotiations
- Conduct daily covert calls to ensure agents convey warmth through voice alone
- Lead weekly "Scenario Labs" where team role-plays complex requests (e.g., multi-generational family with conflicting needs)
- Maintain records of regular guests' unstated preferences (pillar candles vs. floral arrangements in suites)
- Expert-level knowledge of Opera PMS and other systems with ability to troubleshoot in real-time
- Implement "Zero Error Protocol" for special requests (dietary, anniversary surprises, phobias)
- Develop reservation "shadow profiles" noting guest communication styles
- Maintain impeccable grooming standards, wearing the assigned uniform exactly as specified (proper fit, cleanliness, and presentation at all times
- Wear the official hotel lapel pin prominently as part of the uniform requirement, unless embroidered onto uniform
- Perform all other duties that may be assigned as needed by your manager
Benefits
- This role offers a dynamic work environment where your contributions directly impact the guest experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
