Reservation Supervisor

Role Overview

Reservation Supervisor at Accor, located at Ibis and Adagio Doha, a multi-branded hotel complex offering 306 rooms and serviced apartments in the heart of Doha, Qatar.

Company Overview

Ibis and Adagio Doha is a multi-branded hotel complex offering 306 rooms and serviced apartments. Ibis Doha offers an affordable yet stylish stay with a central location. Adagio Doha offers guests a home away from home in a modern and design-led setting with studios, 1 bedroom and 2 bedroom apartments featuring views of Doha's old town. The hotel is located 15 minutes from Hamad International Airport, in close proximity to Msheireb Downtown and Souq Waqif. The property features Charlie's Corner restaurant offering Italian, Asian, Arabic and Indian cuisine along with handcrafted artisanal pizzas, an Infiniti pool and hi-tech gymnasium.

Role Purpose

Supervise daily reservations operations to ensure timely and accurate handling of all booking enquiries and requests while supporting hotel commercial objectives and leading the Reservations team to achieve service and performance targets.

Key Responsibilities

Operations & Booking Management

• Supervise daily reservations operations and ensure timely, accurate handling of booking enquiries and requests.
• Manage individual, corporate, group and long-stay reservations, including amendments and cancellations.
• Monitor room availability, rates, inventory and booking conditions.
• Ensure accurate reservation details, guest profiles, payment guarantees and booking documentation.
• Monitor tentative bookings, deposits, cancellations, no-shows and outstanding enquiries.

Revenue & Commercial Support

• Coordinate with Revenue Management, Sales & Marketing, Front Office and Finance to support hotel commercial objectives.
• Support revenue generation through upselling, booking conversion and implementation of approved pricing strategies.

Guest & Stakeholder Management

• Handle guest enquiries and reservation-related complaints professionally.

Team Leadership & Reporting

• Supervise, coach and support Reservations Agents to achieve service and performance targets.
• Prepare reservation reports and monitor booking trends and departmental performance.

Compliance & Standards

• Maintain compliance with Accor standards, hotel procedures and guest data protection requirements.

Qualifications & Experience

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Administration, Business Administration or a related field.
• Minimum 2 years of hotel reservations experience, preferably with supervisory or senior Reservations Agent experience.
• Strong knowledge of reservation procedures, room inventory, rates and revenue management principles.

Skills & Competencies

• Experience with Opera PMS/Opera Cloud and Microsoft Office is preferred.
• Excellent communication, organizational and problem-solving skills.
• Good command of written and spoken English.
• Strong leadership skills and the ability to supervise, coach and motivate a team.
• Additional languages are an advantage.

Additional Information

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through Accor Academies.
• Opportunity to develop your talent and grow within your property and across the world.
• Ability to make a difference through Corporate Social Responsibility activities.
• Accor is an inclusive company committed to attracting, recruiting and promoting diverse talent.
• Work environment based on trust, respect and integrity with privacy and personal information protection.
• Fair treatment and workplace free from discrimination and harassment ensured through Accor's Employee Value Proposition.