Hotel Reservations Supervisor

SUMMARY:
Hospitality Hire is recruiting an experienced Reservations Supervisor for an established hotel in Cape Town.
We are looking for a confident, hands-on Reservations Supervisor with at least 2 years of supervisory experience within a busy 4-star or 5-star hotel reservations environment.
The successful candidate will support the Reservations Manager in overseeing daily reservations operations, ensuring accurate booking management, excellent guest service and efficient reservation processes. This position requires strong leadership, excellent communication skills and the ability to drive reservation conversions while supporting occupancy, revenue and service targets.

POSITION INFO:
MINIMUM REQUIREMENTS

• Hospitality qualification preferred
• Minimum 2 years of experience as a Reservations Supervisor within a 4-star or 5-star hotel environment
• Proven experience within a high-volume hotel reservations department
• Strong understanding of reservations operations, booking management and revenue conversion
• Proficiency in Opera PMS is essential
• Proficiency in Microsoft Office, including Word, Excel and PowerPoint
• Proven ability to supervise, coach, mentor and develop a reservations team
• Strong leadership skills with a hands-on, lead-by-example management style
• Excellent telephone etiquette, written communication and professional email correspondence
• Strong guest service skills with a proactive and solution-focused approach
• Ability to handle guest complaints, resolve conflicts and manage challenging situations professionally
• Good understanding of hotel occupancy, room rates, availability and revenue optimisation
• Ability to analyse booking trends and support revenue and pricing decisions
• Strong administrative, planning and organisational skills
• Excellent attention to detail, accuracy and operational efficiency
• Ability to prioritise tasks and manage multiple enquiries simultaneously
• Confident, professional and approachable with excellent interpersonal skills
• Ability to remain calm and effective under pressure in a fast-paced environment
• High level of personal integrity, accountability and operational discipline
• Ability to work independently and as part of a team
• Flexibility to work shifts, weekends and public holidays according to operational requirements

• Support the Reservations Manager with the daily operation of the reservations department
• Supervise, coach and mentor the reservations team to maintain high performance and service standards
• Monitor reservations activities to ensure accurate bookings, confirmations and guest information
• Oversee the handling of telephone, email and online booking enquiries
• Ensure guest enquiries are handled professionally, accurately and within required response times
• Support the team in achieving reservation conversion, occupancy, revenue and departmental targets
• Monitor booking accuracy, room availability, rates and reservation procedures
• Assist with daily reservations reports, booking statistics and operational administration
• Identify opportunities to improve reservation processes, productivity and operational efficiency
• Assist with staff training, performance development and maintaining service standards
• Handle escalated guest enquiries, complaints and booking discrepancies
• Support the implementation of departmental procedures, policies and quality standards
• Ensure compliance with relevant legislation, hotel policies and operational procedures
• Build and maintain effective working relationships with Front Office, Sales, Marketing and other hotel departments
• Coordinate with relevant departments to ensure a seamless and personalised guest experience from reservation to check-out
• Assist with monitoring booking trends and identifying opportunities to maximise revenue
• Maintain high standards of guest satisfaction, professionalism and attention to detail
• Oversee reservations operations in the absence of the Reservations Manager
• Support the Reservations Manager with additional operational responsibilities as required