Supervisor, Call Center & Reservations

About the role

We are seeking an experienced Supervisor to lead our Call Center & Reservations team. In this role you will ensure high‑quality, personalized service for guests while coordinating with multiple hotel departments to deliver seamless experiences.

Key responsibilities

• Supervise the Reservations team, handling scheduling, training, coaching and performance reviews.
• Maintain the reservations system, ensuring data accuracy and up‑to‑date information.
• Oversee special requests, VIP bookings and all email or booking inquiries, guaranteeing prompt and professional responses.
• Monitor room rates, availability and communicate any changes to relevant stakeholders.
• Support the Hotel Sales team across all distribution channels, including retail, wholesale, OTAs and group sales.
• Coordinate property maintenance requests and work with Engineering and telecommunications contractors to keep equipment operational.
• Foster a cooperative environment, maintaining open communication with team members, front desk, guest services and external partners.

Required profile

• A degree or certification in hospitality, communications or a related field (preferred).
• Proven supervisory experience in a customer‑service setting, ideally within hospitality or restaurant environments.
• Excellent written and spoken English; additional language skills are a plus.

Required skills