Luxury Reservations Supervisor — Drive Revenue & Guest Experience

Ennismore; Auckland; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Learn & earn via Hero program

Accor ALL Heartist Benefits

1-night complimentary stay after 12+ m

Complimentary meals on shift

Parental Leave Scheme

Employee Assistance Program

Job summary

SO/ Auckland is seeking a Reservations Supervisor to lead day-to-day reservations, ensuring efficient handling of enquiries and bookings for individuals, corporates and groups. You will support Front Office operations and collaborate across our Luxury & Lifestyle portfolio in Auckland.

You will maximise revenue through inventory and rate management, while maintaining high service standards and strong relationships with guests and partners. Flexibility for weekends/holidays is required.

Qualifications

• Experience in Reservations, Front Office, Revenue or Hotel Operations.
• Experience with Opera Cloud PMS or similar reservation system.
• Understanding of distribution channels, inventory and rate management.
• Experience managing group reservations, including high-volume TAG business.
• Strong attention to detail, organisation and time management.
• Excellent written and verbal communication with cross-department collaboration.
• Commercial mindset with occupancy, ADR and RevPAR awareness.
• Proven ability to lead, train and develop a team.
• Willingness to work weekends/public holidays as required.
• Commitment to delivering luxury, guest-centric service.

Responsibilities

• Oversee day-to-day Reservations operation, ensuring efficient, professional handling of enquiries and bookings.
• Manage individual, corporate, wholesale and online reservations with accuracy.
• Coordinate group bookings, focusing on TAG business, with proper rooming lists and billing.
• Maximise hotel revenue through inventory, occupancy, rates and availability control.
• Collaborate with Front Office and operations to ensure seamless guest arrivals.
• Build relationships with guests, travel partners and internal stakeholders for growth.
• Support training and development of Reservations team members and Front Office ambassadors.
• Maintain accurate reservation records, guest profiles, reporting and correspondence.
• Work with Sales, Revenue and Hotel Leadership to drive occupancy and performance.
• Uphold SO/ brand standards and deliver luxury guest experiences at every stage.

Skills

Reservations

Group reservations

Attention to detail

Communication

Commercial awareness

People leadership

Flexibility

Guest experience

Revenue optimisation

Tools

Opera Cloud

Job description

SO/ Auckland is seeking a Reservations Supervisor to lead day-to-day reservations, ensuring efficient handling of enquiries and bookings for individuals, corporates and groups. You will support Front Office operations and collaborate across our Luxury & Lifestyle portfolio in Auckland.

You will maximise revenue through inventory and rate management, while maintaining high service standards and strong relationships with guests and partners. Flexibility for weekends/holidays is required.