Reservation Supervisor

Job Description

• Supervise and coordinate daily reservation operations to ensure efficient processes, accurate bookings, and exceptional guest experiences in line with Aliée's luxury service standards.
• Support the Reservations Manager in implementing reservation strategies to optimize room occupancy, maximize revenue, and enhance overall departmental performance.
• Monitor daily reservations, cancellations, amendments, no-shows, and booking trends to ensure accurate inventory management.
• Ensure all reservations are processed accurately and efficiently, including room types, rates, special requests, guest preferences, and payment details.
• Oversee room availability, inventory allocation, and rate accuracy across all distribution channels, including online travel agencies (OTAs), direct bookings, and corporate accounts.
• Coordinate closely with the Revenue Management, Front Office, Sales, and Guest Experience teams to ensure seamless communication and operational efficiency.
• Monitor booking channels and reservation systems to identify discrepancies and take corrective action when necessary.
• Handle guest inquiries, special requests, and reservation-related complaints professionally, ensuring prompt resolution and high levels of guest satisfaction.
• Supervise, guide, and support reservation agents in their daily activities, ensuring compliance with established procedures and service standards.
• Provide on-the-job training, coaching, and constructive feedback to reservation team members to continuously improve service quality and operational performance.
• Ensure all guest profiles are accurately maintained, regularly updated, and merged in accordance with hotel standards and data protection policies.
• Promote upselling and cross-selling opportunities to maximize room revenue while offering personalized recommendations tailored to guest preferences.
• Assist in preparing daily, weekly, and monthly reservation reports, including occupancy forecasts, booking pace, cancellations, and revenue performance.
• Monitor reservation trends, guest preferences, and market developments to support informed operational and commercial decisions.
• Ensure proper handling of VIP reservations, group bookings, special arrangements, and high-profile guest requests in coordination with relevant departments.
• Maintain an in-depth knowledge of the hotel's accommodation categories, facilities, services, packages, promotions, and reservation policies.
• Ensure effective communication between shifts and maintain accurate handover records to support uninterrupted reservation operations.
• Identify opportunities to improve reservation procedures, service efficiency, and guest satisfaction.
• Ensure compliance with the hotel's standard operating procedures (SOPs), quality standards, and brand guidelines.
• Maintain confidentiality of guest information and ensure compliance with applicable data protection regulations.
• Demonstrate exceptional attention to detail, professionalism, and a proactive approach to problem-solving.
• Maintain flexibility in working hours, including evenings, weekends, and public holidays, according to operational requirements.
• Read, understand, and comply with the hotel's Employee Handbook, internal policies, and procedures, particularly those relating to Fire Safety, Hygiene, Health, and Safety.
• Adapt to operational changes and support departmental requirements according to the needs of the hotel.
• Attend departmental meetings, training sessions, and development programs as required.
• Perform any other reasonable duties and responsibilities assigned by the Reservations Manager or hotel management, within the scope of the position.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Minimum 2–3 years of experience in hotel reservations, preferably within a luxury hotel or international hospitality brand.
• Previous experience in a supervisory or team-leading role within Reservations or Front Office operations is highly desirable.
• Strong knowledge of hotel reservation procedures, room inventory management, rate structures, and distribution channels.
• Proficiency in Property Management Systems (PMS), preferably OPERA, and familiarity with Central Reservation Systems (CRS) and online booking platforms.
• Excellent command of written and spoken English and Turkish; additional languages are considered a strong advantage.
• Strong leadership, interpersonal, and communication skills, with the ability to motivate and guide team members.
• Excellent organizational and multitasking abilities, with exceptional attention to detail.
• Strong analytical and problem-solving skills, with the ability to interpret reservation reports, occupancy trends, and booking performance.
• Good understanding of revenue management principles, upselling techniques, and reservation sales strategies.
• Proven ability to handle guest complaints, special requests, and challenging situations with professionalism, diplomacy, and discretion.
• Passion for luxury hospitality and delivering personalized, memorable guest experiences.
• Ability to work effectively under pressure in a fast-paced, dynamic, and multicultural environment.
• Proactive, solution-oriented, and guest-focused approach with a strong sense of responsibility and ownership.
• Flexibility to work shifts, weekends, and public holidays according to business needs.
• Strong teamwork skills and the ability to collaborate effectively with other hotel departments.
• Commitment to maintaining the highest standards of confidentiality, professionalism, and service excellence.

Additional Information