Reservation Supervisor

PERTAMA MANAGEMENT; Provinsi Bali; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

PERTAMA MANAGEMENT is seeking a Reservations Supervisor to lead and support the Reservation team in Bali. The role focuses on ensuring accurate reservations, coaching agents, and maximizing bookings through upselling and cross-selling to meet revenue targets.

Based in Bali, you will monitor performance, handle escalations, and collaborate with cross-functional teams to ensure seamless guest journeys and compliant reservation processes.

Responsibilities

• Lead and support the Reservation team in daily operations.
• Monitor reservation performance, response time, conversion, accuracy, and productivity.
• 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 escalate 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.

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 escalate 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.

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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?

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