Reservations Supervisor

Reservations Supervisor

Welcome to the Kimpton family.  Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities.

WHAT WILL I ACTUALLY BE DOING?

You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it’s as the job title says really, you’ll be making sure all our reservations are sold and captured accurately.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.

Your day-to-day: Other duties may be assigned as needed.

Responsibilities include but are not limited to the following:

·       Supervises the reservations team, including, but not limited to training, coaching the team members.

·       Meets and exceeds guest expectations by ensuring the team provides positive and courteous service and teamwork.

·       Handles inquiries and bookings in accordance with the department’s routine.

·       Reviews and deals with the daily reservation.

·       Records and processes in-coming reservations with confirmation sent out.

·       Records and processes group reservations.

·       Ensures all facts of a reservation have been action. Example: Transportation, Amenity and special requirement etc.

·       Provides information to clients on hotel services and activities.

·       Facilitates all VIP and special requests.

·       Processes cancellation / amendments to reservations (extension, early departure, number of rooms)

·       Review no-show and cancelled reservations and processes charges according to hotel’s policy.

·       Records special billing arrangements for all transient reservations and groups, conventions.

·       Be aware of rate changes/ special offers/ promotions/ close out dates

·       Monitors reservation levels and informs Managers on current and future occupancy rates.

·       Sells the hotel and other products and services using up-selling and suggestive selling techniques.

·       Maintains high level of telephone skills to meet hotel standard

·       Answers incoming telephone calls and carry out telephone sales.

·       Ensures all guest requests are responded to in a timely manner.

·       Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests.

·       Ensures correct and relevant information to the operating departments so that customer’s expectations are satisfied.

·       Handles and follows up waiting lists and pre-payment reservation.

·       Sundry duties initiated by the department manager.

·       Co-operates with customers and other departments to prepare and find solutions for arrangements for guests.

·       Always demonstrates professional attitude and behavior.

·       Interacts with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication.

·       Deals effectively with guests and workplace colleagues from a variety of cultures.

WHAT WE’RE LOOKING FOR

A focused and passionate Reservations Supervisor with strong integrity, individuality, creativity, and a commitment to continuous improvement, delivering exceptional service and personalized experiences in a luxury hotel environment.

WHAT WE NEED FROM YOU

• Minimum 2–3 years of experience in hotel reservations, preferably in a luxury or upscale hotel.
• Previous supervisory or team-leading experience in a reservations environment.
• Strong knowledge of PMS, CRS, and online booking systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong knowledge of room types, rates, packages, promotions, and hotel policies.
• Strong organizational and time-management skills, with excellent attention to detail.
• Ability to handle guest enquiries, special requests, amendments, cancellations, and complaints professionally.
• Good commercial awareness, with the ability to identify upselling and revenue opportunities.
• Strong leadership skills, with the ability to coach, motivate, and develop the reservations team.
• Passion for luxury hospitality and delivering personalized guest experiences, with flexibility to work shifts, weekends, and public holidays.