Reservations Supervisor

Role Overview

Reservations Supervisor at Hilton. The role oversees daily reservation operations, ensures accurate booking management, maximizes room revenue, and delivers exceptional guest service by coordinating reservation activities and supporting the reservations team.

Role Purpose

Supervise all reservation activities, ensure efficient booking processes, maintain inventory accuracy, and support revenue optimization strategies. Work closely with Front Office, Sales, Revenue Management, and other departments to ensure seamless guest experiences and achievement of hotel occupancy and revenue targets.

Key Responsibilities

Operations & Reservations Management

• Supervise daily reservations operations and ensure compliance with hotel standards.
• Manage room bookings received through phone, email, online channels, and travel agents.
• Monitor room availability, occupancy levels, and booking trends.
• Ensure accurate entry and maintenance of reservation records in the Property Management System (PMS).
• Review group reservations and ensure all details are properly managed.

Revenue & Profitability

• Assist in implementing revenue management strategies to maximize room sales and profitability.
• Monitor reservation performance and recommend process improvements.

Guest Service & Relations

• Handle guest inquiries, special requests, and reservation-related complaints professionally.

Coordination & Collaboration

• Coordinate with Front Office, Sales, Revenue, and Housekeeping departments regarding guest arrivals and special arrangements.

Team Leadership & Development

• Train, guide, and support reservation agents to maintain service excellence.

Reporting & Compliance

• Prepare daily, weekly, and monthly reservation reports for management review.
• Ensure adherence to hotel policies, procedures, and brand standards.

Qualifications & Experience

• Bachelor's degree in hospitality management, Business Administration, or a related field.
• Minimum 2–4 years of experience in Reservations or Front Office operations within the hospitality industry.
• Previous supervisory experience is preferred.
• Strong knowledge of Property Management Systems (PMS).
• Good understanding of revenue management principles.

Skills & Competencies

• Excellent communication and customer service skills.
• Strong organizational and problem-solving abilities.
• Proficiency in Microsoft Office applications.
• Ability to work under pressure and manage multiple priorities.
• Fluency in English; additional languages are an advantage.