Upper House Hong Kong – Reservations Supervisor

Swire Hotels; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Benefits offered by this job

Complimentary room nights at all Swire

Wellness programme

Discounts at restaurants, bars and spa

Job summary

Upper House Hong Kong by Swire Hotels is seeking a Reservations Supervisor to lead a reservations team, ensuring personalized guest experiences and seamless operations across channels. The role emphasizes proactive guest engagement and strong collaboration with hotel departments.

Ideal candidates will have 4+ years in hotels with at least 1 year in a supervisory role, fluency in English, Cantonese and Mandarin, and familiarity with Infor HMS.

Qualifications

• University or post-graduate diploma in hotel management or equivalent.
• Minimum 4 years hotel experience with 1 year supervisory experience.
• Familiar with Infor HMS (HMS).
• Familiar with reservations tasks and its workflow.
• Good command of written and spoken English, Cantonese and Mandarin.

Responsibilities

• Assign tasks on all incoming reservations correspondence and enquiries to subordinates, ensuring timely completion.
• Cover the Revenue/Reservations Manager in their absence.
• Supervise staff and ensure familiarity with hotel culture and reservation procedures.
• Prepare pick-up and morning forecast reports.
• Update room rates on all web channels.
• Perform additional tasks as required by the Manager.
• Maintain low abandon call percentage within the office.
• Drive teamwork and maintain close communication with all departments.

Skills

English

Cantonese

Mandarin

Education

University or post-graduate diploma in hotel management

Tools

Infor HMS

Job description

Upper House Hong Kong - Reservations Supervisor

Here at Upper House Hong Kong, we don't do ordinary things. We thrive on the different and the exciting, and yes perhaps a little quirky and without doubt, fun.

With a dynamic culture and an open door for your feedback, you're not just filling a role - you're owning it. We provide the training and the freedom for you to flourish, with leaders who support and encourage you. The difference is you. Everyday is a fresh page in our collective story.

Ready to join us at Upper House Hong Kong?

Upper House Hong Kong conjures a sense of tranquility with the warmth of a private residence. Overlooking Hong Kong's bright lights from above Admiralty's Pacific Place, our House has 117 rooms. Bespoke service, well-crafted natural materials and a design aesthetic based around the 'Upward Journey' creates a timeless serenity that flows through the different rooms of our House.

Job Overview

This role supervises a team to create unique and exceptional memories for our guests. We are committed to providing personalized and delightful services through anticipating and fulfilling our guests' needs. Those who are genuinely passionate about interacting with people, have an ability to establish connections with warmth and an engaging personality will enjoy this role.

Key Responsibilities

Welcome to the core of what being a Reservations Supervisor is all about!

Here's the quick lowdown on what you'll do day-to-day:

Task assignment on all incoming correspondence, reservations orders / enquiry to all subordinates and to complete job tasks on a timely manner

In charge of the office in the absence of Revenue / Reservations Manager

Supervise staff and assure that they are familiar with the hotel culture and reservation procedure

To prepare pick up and morning forecast reports

Update room rate in all web-channels

Perform additional tasks as required by Manager

Ensure low abandon call % within the office

Drive teamwork & maintain close communication with all departments

Requirements

Here's exactly what you need to excel in this role:

The Non-Negotiables (Must-Haves):

University or post-graduate diploma or equivalent professional hotel training is required

Minimum 4 years relevant hotel experience with 1 year at Supervisory level

Familiar with theInfor Hospitality Management Solution (HMS) would be an advantage

Familiar with reservations tasks and its workflow

Good command of written & spoken English, Cantonese and Mandarin

The Cherries on Top (Nice-to-Haves):

Good team player and able to develop working relationships with colleagues

Well organized and a good planner

We've kept it short and sweet - just the essentials you'll need.

What We're Looking For: The Soul Behind the Skillset

Skills are teachable, but your spirit is what truly sets you apart. If you feel a connection with what we stand for, we're eager to meet you.

Adaptable Thinkers: You’re not just open to change; you thrive on it. The dynamic nature of our environment energizes you. Feedback Enthusiasts: You value open communication and aren't afraid to give or receive feedback to help us all grow together. Passionate Pioneers: You bring more than skills; you bring energy and zeal to make a difference every day, connecting with a team that does the same.

Pause for a second before you hit 'apply.' Do these values align with your own? Is this the team you've been wanting to join? If your answer is a clear 'YES,' we're excited to get to know you better.

For Every Member of Our Family:

Enjoy COMPLIMENTARY room nights at all of our hotels b'cause, who doesn't love to travel?

Join our wellness programme to elevate your mental and physical wellbeing!

Enjoy discounts at our restaurants, bars, and spa -- at all locations!

Be welcomed for the stylish you, if you got accessories, hair dyes or tattoo

We offer attractive benefits and excellent career development opportunities to our team members.

Applicants who do not hear from us within six weeks of application should consider their applications unsuccessful. Information collected will be used for employment purpose only.

Unlock job insights

Your application will include the following questions:

• How would you rate your Cantonese language skills?
• Do you have experience in administration?
• What's your expected monthly basic salary?
• Which of the following Microsoft Office products are you experienced with?
• Which of the following statements best describes your right to work in Hong Kong?

SIX DISTINCTLY DIFFERENT PROPERTIES, TWO HOTELS BRANDS, ONE GROUP.

Swire Hotels is a group of individual hotel brands who set out to craft extraordinary hospitality experiences for our guests. Our two brands, Upper House and EAST, are found all over the world, with Upper House in Hong Kong, Chengdu, and Shanghai, and EAST in Hong Kong, Beijing and Miami. Each of these hotels are exceptionally unique yet joined by a shared appreciation for aesthetics and service excellence.

SIX DISTINCTLY DIFFERENT PROPERTIES, TWO HOTELS BRANDS, ONE GROUP.

Swire Hotels is a group of individual hotel brands who set out to craft extraordinary hospitality experiences for our guests. Our two brands, Upper House and EAST, are found all over the world, with Upper House in Hong Kong, Chengdu, and Shanghai, and EAST in Hong Kong, Beijing and Miami. Each of these hotels are exceptionally unique yet joined by a shared appreciation for aesthetics and service excellence.

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