Reservations Supervisor

Overview

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Reservations Supervisor

role at

Raffles Hotels & Resorts . Responsibilities

Supervise and coach the reservations team to maintain excellent service standards consistent with Raffles & Fairmont brand values. Manage all reservation activities, including phone, email, and online bookings, ensuring accuracy and timely responses. Monitor daily room inventory and collaborate with Revenue Management to optimize room allocation and maximize revenue. Handle complex or VIP guest reservations and resolve escalated issues with tact and efficiency. Train and develop reservations staff on systems (Opera PMS, SynXis, or other relevant platforms) and guest interaction protocols. Collaborate closely with Front Office, Sales, Marketing, and Revenue Management teams to ensure smooth communication and aligned strategies. Prepare regular reports on booking trends, cancellations, no-shows, and forecast accuracy to support business decisions. Ensure compliance with company policies, reservation procedures, and data privacy regulations. Stay updated on industry trends, competitor activity, and new reservation technologies to recommend improvements. Qualifications

Minimum 3 years’ experience in reservations or front office operations, preferably in luxury hotels and / or resorts Proven leadership experience managing a reservations or customer service team Excellent communication and interpersonal skills, with a professional and polished demeanor Proficiency in Opera PMS or similar reservation systems, and Microsoft Office Strong problem-solving skills and the ability to work well under pressure Fluent in English; additional languages are advantageous Detail-oriented with a passion for delivering exceptional guest service Flexible to work shifts, including weekends and holidays as required Details

Seniority level : Mid-Senior level Employment type : Full-time Job function : Management Industries : Hospitality

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