Reservation Supervisor

6 days ago

India IHG Full time ₹ 4,00,000 - ₹ 12,00,000 per year
Description
Operational Responsibilities:

Supervise the reservations team to ensure smooth and efficient daily operations.

Manage room bookings, modifications, and cancellations via phone, email, and online channels in accordance with hotel standards.

Ensure reservation details are accurately recorded and maintained in the Property Management System (PMS).

Coordinate with Front Office and Housekeeping to ensure room allocation and special requests are fulfilled.

Prepare and review daily, weekly, and monthly reservation and occupancy reports.

Revenue & Sales Responsibilities:

Support the Revenue Manager in implementing pricing, yield, and inventory management strategies.

Monitor daily pickup, availability, and rate changes, ensuring compliance with the hotel's revenue management policies.

Ensure rate parity across all distribution channels and report any discrepancies.

Promote upselling and cross-selling opportunities to increase revenue.

Assist in preparing demand forecasts and analyzing market trends.

Customer Service Responsibilities:

Provide excellent service to guests, travel agents, and corporate clients in all reservation interactions.

Resolve guest complaints or booking issues promptly and professionally.

Ensure all communications reflect the hotel's brand standards and tone.

Supervisory & Administrative Responsibilities:

Train, coach, and develop the reservations team to achieve performance and service excellence.

Schedule staff shifts and ensure adequate departmental coverage.

Conduct performance evaluations and provide feedback to enhance efficiency.

Maintain confidentiality of guest data and hotel information.

Qualifications & Skills:

Diploma or degree in Hospitality Management, Business Administration, or a related field.

Minimum 2–3 years of hotel reservations experience, with at least 1 year in a supervisory role.

Strong knowledge of PMS systems (Opera, Fidelio, etc.) and CRS/OTA management.

Good understanding of revenue management principles and market segmentation.

Excellent communication, leadership, and organizational skills.

Analytical mindset with strong attention to detail.

Fluency in English (additional languages an advantage).

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