Reservations Supervisor - Hotel Bookings

The Ritz-Carlton Hotel Company, L.L.C.; Abu Dhabi; On-site; AED 100,000 - 134,000; Full time

Job summary

The Reservations Supervisor at The Ritz-Carlton in Abu Dhabi, United Arab Emirates, oversees room blocks, reservations, and group market codes while supporting reservation processing and guest communication. The role combines hands-on reservations work with supervisory duties and coaching for the team.

Responsibilities include billing coordination, applying revenue-focused techniques, and ensuring accurate booking information and adherence to service standards.

Qualifications

• High school diploma or GED, or equivalent.
• At least 2 years of related work experience in reservations or hotel operations.
• At least 1 year of supervisory experience in a hospitality setting.

Responsibilities

• Oversee accuracy of room blocks, reservations, and group market codes.
• Process reservation requests, modifications, and cancellations by phone, fax, or mail.
• Verify room availability and applicable rates before confirmations.
• Explain guarantees, rates, and cancellation policies to callers.
• Enter, retrieve, and maintain booking information in the reservation system.
• Provide professional guest communication and resolve issues per standards.

Skills

Reservation system

Customer service

Communication

Team supervision

Education

High school diploma or GED

Tools

Hotel reservation system

Job description

Reservations Supervisor - Hotel Bookings Job Snapshot Role: Reservations Supervisor Location: Abu Dhabi, United Arab Emirates Industry: Hospitality Function: Reservations-Ticketing Experience: At least 2 years of related work experience Job Type: Full-time

Position Overview The Reservations Supervisor is a full-time Hospitality opportunity with The Ritz-Carlton in Abu Dhabi, United Arab Emirates. This non-management role oversees the accuracy of room blocks, reservations, and group market codes while supporting reservation processing, guest communication, revenue-focused sales techniques, and day-to-day team development. The position combines hands‑on hotel reservations work with supervisory responsibilities. It requires accurate management of booking information, confident handling of guest requests and concerns, coordination of billing arrangements, and support for employee training, scheduling, coaching, and motivation.

Job Details Country: United Arab Emirates City: Abu Dhabi Industry: Hospitality Function: Reservations-Ticketing Salary: Not disclosed Gender: No Preference Candidate Nationality: Not specified Job Type: Full-time Job Number 26105854 Position Type Non-Management Work Arrangement This is an on‑site position and is not located remotely.

Reservations Operations

• Oversee the accuracy of room blocks, reservations, and group market codes.
• Process reservation requests, modifications, and cancellations received by telephone, fax, or mail.
• Identify individual guest reservation requirements and determine appropriate room types.
• Verify room availability and applicable rates before confirming bookings.
• Explain guarantee requirements, special rates, and cancellation policies clearly to callers.
• Record and accommodate special guest requests where possible.
• Provide accurate information about property facilities, services, and room accommodations.
• Enter, retrieve, and maintain booking information within the reservation system.
• Respond to challenges involving rooming requests and identify appropriate solutions.
• Review and implement new Reservations procedures as required.

Revenue and Billing Support

The Reservations Supervisor applies appropriate sales techniques during guest interactions to help maximize room revenue while matching available accommodations to individual booking needs. The role also establishes appropriate billing accounts according to Accounting policies and ensures reservation details are handled accurately throughout the booking process.

Guest Issue Resolution

Guest questions, concerns, and reservation problems must be handled professionally and documented appropriately. The Reservations Supervisor troubleshoots issues where possible and escalates or refers matters to the appropriate individual when further assistance is required. Every interaction should reflect established service standards through professional communication, accurate information, appropriate telephone etiquette, and genuine appreciation for the guest.

Team Support and Coaching

• Assist management with employee training and scheduling.
• Support counseling, motivation, and coaching activities.
• Communicate company values and culture to new employees.
• Serve as a professional role model for colleagues.
• Act as a first point of contact within the Guarantee of Fair Treatment and Open Door Policy process.
• Develop and maintain positive working relationships with other employees.
• Support consistent application of quality assurance expectations and standards.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 2 years of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None required.

Systems and Communication Skills

The position requires regular use of a hotel reservation system to input, retrieve, verify, and maintain booking information. Candidates must be able to read and visually verify information presented in different formats. Clear professional communication is essential, including accurate preparation and review of written documents and appropriate telephone etiquette when handling reservations and guest inquiries.

Professional Standards

Associates must follow company policies and procedures, maintain a clean and professional appearance, protect company assets, and preserve the confidentiality of proprietary information. The Reservations Supervisor is also expected to welcome and acknowledge guests according to company standards, anticipate service needs, and maintain professional relationships with colleagues throughout daily operations.

Physical Requirements

Candidates must be able to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

The Ritz-Carlton Gold Standards

The Ritz-Carlton Gold Standards provide the foundation for how its Ladies and Gentlemen approach guest service and daily responsibilities. Associates are expected to learn and exemplify principles including the Credo, Employee Promise, and Service Values while delivering gracious and thoughtful luxury hospitality.

About the Company

The Ritz-Carlton operates more than 100 award-winning properties worldwide and is part of Marriott International 's portfolio of brands. Its Ladies and Gentlemen create distinctive luxury hospitality experiences guided by The Ritz-Carlton Gold Standards.