Reservation Supervisor

PERTAMA MANAGEMENT; Provinsi Bali; On-site; IDR 167,400,000 - 212,040,000; Full time

Job summary

PERTAMA MANAGEMENT is seeking a Reservations Supervisor to lead and elevate a busy reservations team in Bali. The role focuses on ensuring accurate bookings, optimizing upsell opportunities, and maintaining high service standards across direct and online channels.

You will coach agents, monitor performance, and collaborate with other departments to deliver superior guest journeys and revenue results.

Qualifications

• Must have experience supervising reservations teams.
• Strong coaching and people leadership abilities.
• Excellent communication and problem-solving skills.
• Proven upselling and cross-selling capability.

Responsibilities

• Lead and support the Reservations team in daily operations.
• Monitor reservation performance, response time, conversion, accuracy, and productivity.
• Manage inquiries from direct and online channels including booking platforms.
• Ensure accurate reservations: rates, availability, guest details, payments, and requests.
• Coach Reservation Agents in sales and service excellence.
• Maximize bookings through upselling, cross-selling, and inquiry conversion.
• Coordinate with cross-departments for seamless guest journeys.
• Monitor cancellations, no-shows, and booking issues; resolve escalations.
• Ensure compliance with reservation SOPs and service standards.
• Validate reservation records for accurate finance reporting.
• Manage guest reviews and escalate concerns as needed.
• Identify gaps and improve reservation processes and workflows.

Skills

Leadership

Reservation experience

Sales & upselling

Communication

Tools

Booking platform

Job description

Lead and support the Reservation team in daily operations.

Monitor reservation performance, response time, conversion, accuracy, and productivity.

Manage and follow up on inquiries from direct channels and online channels (booking platform).

Ensure accurate reservations, including rates, availability, guest details, payments, and requests.

Coach Reservation Agents in sales, communication, problem-solving, and service.

Maximize bookings through upselling, cross-selling, and inquiry conversion.

Coordinate with cross department to ensure seamless guest journeys.

Monitor pick-ups, cancellations, modifications, no-shows, and booking issues.

Ensure compliance with reservation SOPs and service standards.

Handle escalated guest inquiries, complaints, requests, and complex reservations.

Validate reservation records for accurate finance reporting.

Manage guest reviews and elevate concerns to relevant departments.

Identify operational gaps and improve reservation processes, systems, and workflows.

Ensure accurate communication information, rates, policies, availability, and promotions.

Support the Reservation & Revenue Manager in achieving revenue and reservation targets.

• Pernyataan mana di bawah ini yang paling mendeskripsikan hakmu bekerja di Indonesia?
• How many years' experience do you have as a Reservations Supervisor?
• Kualifikasi mana yang kamu miliki?