Paradise Inn Group
Reservations Supervisor
Alexandria, Alexandria Governorate•Full-time
About the Job
Job Summary:
The Reservations Supervisor is responsible for supervising the daily operations of the reservations team, ensuring efficient handling of room reservations, amendments, cancellations, and guest inquiries. The role focuses on maximizing room occupancy and revenue while maintaining high standards of guest service and ensuring accurate reservation records.
Key Responsibilities:
Team Supervision:
- Supervise and coordinate the daily activities of the reservations team.
- Assign tasks and monitor team performance.
- Train, coach, and support reservation agents to ensure service standards are maintained.
- Prepare staff schedules and ensure adequate coverage.
- Conduct regular performance evaluations and provide feedback.
Reservations Management:
- Monitor all incoming reservations through telephone, email, online channels, and travel agents.
- Ensure all reservations are processed accurately and promptly.
- Review bookings, modifications, cancellations, and special requests.
- Monitor room availability and ensure proper allocation.
- Handle VIP reservations, group bookings, and special arrangements.
- Ensure accurate data entry into the Property Management System (PMS).
Revenue and Yield Management:
- Monitor room occupancy, availability, and booking patterns.
- Coordinate with the Revenue Manager to maximize room revenue.
- Ensure correct application of room rates, packages, and promotional offers.
- Monitor overbooking situations and take appropriate action.
- Identify opportunities to increase room sales and upselling.
Guest Service:
- Ensure professional and timely responses to guest inquiries.
- Handle guest complaints and reservation-related issues.
- Ensure special requests and guest preferences are properly recorded and communicated.
- Maintain strong relationships with corporate clients, travel agents, and tour operators.
Reporting and Administration:
- Prepare daily, weekly, and monthly reservations reports.
- Monitor reservation pickup, cancellations, no-shows, and occupancy forecasts.
- Ensure proper filing and documentation of reservation records.
- Maintain accurate guest information and confidentiality.
- Coordinate with Front Office, Sales, Housekeeping, and Revenue Management departments.
Qualifications and Requirements:
- Bachelor's degree in hospitality management, Tourism, or a related field.
- Minimum 2–3 years of experience in hotel reservations.
- Previous supervisory experience is preferred.
- Good knowledge of hotel PMS and reservation systems.
- Strong knowledge of room rates, market segments, and distribution channels.
- Excellent communication and leadership skills.
- Good command of written and spoken English.
- Strong organizational, analytical, and problem-solving abilities.
Key Performance Indicators (KPIs):
- Reservation accuracy and error rate.
- Response time to reservation inquiries.
- Conversion rate of inquiries into confirmed bookings.
- Room revenue and upselling performance.
- Occupancy and booking pickup.
- Guest satisfaction and complaint resolution.
- Team productivity and performance.
- Compliance with hotel reservation procedures.
Required Skills and Competencies:
- Leadership and team management.
- Customer service excellence.
- Attention to detail.
- Revenue awareness and commercial skills.
- Decision-making and problem-solving.
- Time management and multitasking.
- Professional communication and coordination.