Reservation Team Supervisor

About the role

The Reservation Team Supervisor leads the daily operations of the reservation function across voice and non‑voice channels, ensuring high‑quality service and revenue targets are met. This position coaches and develops reservation specialists while driving occupancy, suite sales and guest satisfaction.

Key responsibilities

• Supervise handling of calls, emails, chats, bookings, modifications and cancellations to ensure accuracy and efficiency.
• Lead, coach and mentor Reservation Specialists and Senior Reservation Specialists to achieve performance goals.
• Act as final escalation point for complex guest issues, VIP requests and service recovery cases.
• Drive commercial metrics such as conversion, revenue generation, suite sales and cross‑selling across multiple properties.
• Monitor team KPIs including CSAT, SLA, AHT, productivity, quality scores, conversion and revenue targets.
• Analyse operational data, prepare reports and recommend improvements to senior leadership.

Required profile

• Bachelor's degree in Hospitality Management, Tourism, Business Administration or related field.
• 3–5 years experience in hotel reservations, travel operations or luxury hospitality.
• 1–2 years supervisory or leadership experience managing high‑performing teams.
• Strong leadership, coaching and people‑management capabilities.
• Excellent verbal and written English communication skills.
• Proven ability to analyse performance data and implement process improvements.

Required skills

• Proficiency in MS Office.
• Advanced Excel and data‑analysis skills.
• Experience with hotel reservation systems such as Opera, SynXis and CRS/PMS.
• Familiarity with reporting tools.