Reservations Supervisor

BHC

60d

About The Position

The Reservations Supervisor is responsible for overseeing the reservations team to ensure efficient booking processes, high levels of customer satisfaction, and optimal call center occupancy rates. This role blends leadership, operational expertise, and a deep understanding of hospitality dynamics to deliver seamless guest experiences and support business goals.

Requirements

• Experience: At least one year of hotel or reservations experience.
• Technical Skills: Proficiency in hotel property management systems, reservation software, and booking platforms (e.g., Infor, RESY, Book4time, Alice, Workday etc).
• Leadership & Communication: Excellent leadership, interpersonal, and communication skills; ability to train and motivate teams.
• Customer Service Orientation: Strong problem-solving attitude, attention to detail, and ability to resolve guest issues professionally.
• Multitasking & Organization: Ability to multitask, prioritize, and work efficiently in a fast-paced environment

Nice To Haves

• Familiarity with Forbes Travel Guide standards.
• Experience with Workday, Infor, and Alice.
• Basic knowledge of Excel

Responsibilities

• Supervise daily operations of the reservations department, ensuring prompt, courteous, and accurate guest service always.
• Train, mentor, and motivate reservations staff on reservation systems, customer service excellence, and sales techniques.
• Develop and maintain reservation policies and procedures.
• Handle escalated customer service issues, resolve conflicts, and ensure guest satisfaction and loyalty.
• Coordinate with other departments (front office, sales, housekeeping, maintenance) to fulfill special guest requests and ensure smooth hotel operations.
• Manage booking systems and ensure accurate handling and monitoring of phone calls, and electronic reservations.
• Monitor and coach based on Forbes standards and maintain professional and technical knowledge of call center operations and sales processes.
• Ensure compliance with company policies, industry regulations, and data privacy standards in all reservation activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees