Room Reservations Supervisor

Le Royal Méridien Abu Dhabi; Abu Dhabi; On-site; AED 70,000 - 110,000; Full time

Job summary

Le Royal Méridien Abu Dhabi is seeking an experienced Reservations Supervisor to oversee room blocks, group codes, and reservation accuracy. You will communicate company values to new employees and coordinate with management on procedures.

The role requires strong knowledge of Opera PMS/Cloud, SynXis, CRS, and related systems, with 3–4 years in reservations, a track record in upselling, and the ability to work under pressure.

Qualifications

• 3–4 years hotel reservations experience; 5-star luxury hotel preferred in UAE.
• Strong knowledge of hotel reservation systems (Opera PMS, Opera Cloud, SynXis, CRS or similar).
• Excellent English communication (verbal and written); other languages advantageous.
• Ability to handle reservations, amendments, cancellations, and special requests accurately.
• Upselling to maximize room revenue and promote hotel services.
• Understanding of room categories, rate structures, packages, and revenue management.
• Experience with OTA, travel agents, corporate, and direct bookings.
• Ability to work under pressure and meet deadlines; adapt to changing business needs.

Responsibilities

• Oversee accuracy of room blocks, reservations, and group market codes.
• Explain policies and procedures to callers and guests.
• Input and access data in reservation systems.
• Upsell services to maximize room revenue.
• Train, coach, and motivate team members as needed.
• Work under pressure and adapt to changing business needs.

Skills

Communication skills

Upselling skills

Revenue management

OTA channels

Under pressure

Tools

Opera PMS

Opera Cloud

SynXis

CRS

Job description

Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or expedite/refer to appropriate individual.

Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Managers.

Qualification & Experience:

• Minimum 3-4 years of hotel reservations experience, previous experience as a Reservation Supervisor in 5-star luxury hotel, UAE experience is an added advantage.
• Strong knowledge of hotel reservation systems (Opera PMS, Opera Cloud, SynXis, CRS, or similar).
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Ability to handle room reservations, amendments, cancellations, and special requests accurately.
• Strong upselling skills with a track record of maximizing room revenue and promoting hotel services.
• Good understanding of room categories, rate structures, packages, and revenue management principles.
• Experience handling OTA, travel agent, corporate, and direct booking channels.
• Ability to work under pressure, meet deadlines, and adapt to changing business needs.