Reservations Supervisor

As a key member of our luxury property, you will be responsible for ensuring seamless booking operations, maximizing revenue, and maintaining the high-touch service standards that define our brand. The ideal candidate will be a proactive problem-solver with a proven ability to mentor a team toward excellence

Key responsibilities:

• Operational leadership: Oversee the daily operations of the reservations department, ensuring all inquiries and bookings are handled efficiently and accurately.
• Team management: Supervise, coach, and train reservations agents, fostering a service-oriented and sales-driven team culture. Monitor call quality and reservation accuracy through regular quality checks.
• Revenue management: Assist the Reservations Manager in analyzing market trends, booking patterns, and the competitive set to implement revenue-maximizing strategies.
  • Actively practice and train team members on upselling and cross-selling hotel services to maximize revenue per guest.
  • Manage group blocks, allotments, and special requests from corporate and VIP clients.
• Guest relations: Ensure all reservations, special requests, and VIP handling are accurately and completely documented. Maintain excellent communication with the sales, front office, and other relevant departments to ensure a seamless guest experience.
• System and reporting:
  • Maintain and update the Opera (PMS), with accurate rates, availability, and guest information.
  • Generate regular reports on booking statistics, pick-up, cancellations, and no-shows for management review.
  • Ensure all financial transactions are processed in accordance with hotel policy.

Candidate Profile:

• Experience: A minimum of 2-3 years of experience in a hotel reservations role, with at least one year in a supervisory capacity, preferably within a luxury or 5-star hotel
• Languages proficiency: English, Uzbek, Russian
• Opera PMS proficiency
• Soft skills:
  • ability to lead, motivate, and develop a team in a high-volume, fast-paced environment
  • exceptional verbal and written communication skills with a professional and poised demeanor
  • proven ability to drive sales and maximize revenue
  • attention to detail and ability to multitask effectively