Reservations Supervisor

Accor Apartments & Realty; The Rocks; On-site; AUD 65,000 - 90,000; Full time

Job summary

Accor Apartments & Realty is seeking a Reservations Supervisor to guide our reservations team from inquiry to arrival, ensuring guests receive accurate availability, rates, and exceptional service. You will inspire the reservations crew to excel and maintain smooth booking operations.

Responsibilities include supervising day-to-day reservations, processing multi-channel bookings, onboarding new staff, allocating rooms, handling payments, and addressing guest concerns with professionalism.

Qualifications

• Experience as a Reservation Agent, Senior Guest Service Agent or Reservations Team Leader.
• Strong customer service and communication skills.
• Experience with reservation or property management systems is a plus.
• Ability to multitask, work under pressure and resolve guest issues.
• Willingness to work varied shifts, including weekends/holidays.

Responsibilities

• Lead day-to-day reservations operations with expertise.
• Handle phone, email and online bookings with accurate rates and availability.
• Onboard new team members with required skills and knowledge.
• Allocate rooms based on guest preferences and business needs.
• Process payments securely and verify billing details.
• Suggest upgrades and special amenities to enhance stays.
• Maintain precise reservation records for check-ins/outs.
• Assist with guest complaints related to reservations, billing, or rooms.

Skills

Customer service

Leadership

Communication

Multitasking

Teamwork

Shift flexibility

Tools

Reservation systems

Property management systems

Job description

Purpose

As Reservations Supervisor, you play a crucial role in assisting our hotel guests from their initial inquiry to their arrival. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. With your enthusiastic guidance, you will inspire the Reservations crew to excel in their roles and consistently deliver outstanding customer service.

Primary Responsibilities

• Take the helm and guide the reservations’ day-to-day operations with expertise
• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Facilitate the on boarding process for new team members, ensuring they are equipped with the necessary skills and knowledge to excel in their roles
• Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
• Assist in resolving guest complaints or issues related to reservations, billing, or room assignments

Skills and Experience

• Experience as a Reservation Agent, Senior Guest Service Agent or Reservations Team Leader, ready to flex your leadership skills and take the next step in your career
• Customer service-oriented with exceptional communication skills
• Proficiency in using reservation and property management systems is a plus
• The knack for juggling multiple tasks, thriving under pressure, and quick thinking to address issues or guest concerns is a must
• Team player with a positive attitude and willingness to go the extra mile
• Available to work a variety of shifts including weekends and public holidays as required