Reservations Supervisor

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 | 67 Customs Street East, Auckland CBD, Auckland 1010, New Zealand

SO/ is a coveted collection of hotels rooted in the world of fashion, commanding attention with it’s avant garde design and creative approach to the world of luxury. SO/ Auckland is located in the heart of Auckland's CBD. With views of the Waitematā Harbour and city, across 16 floors and 130 design-led rooms. We are seeking a Full-Time Reservations Supervisor who thrives in a fast-paced lifestyle hospitality environment. This role is perfect for someone with strong operational expertise, exceptional attention to detail, and a genuine passion for creating outstanding guest experiences. You'll oversee individual, corporate, and group bookings, support Front Office operations, and help drive revenue performance while ensuring every guest journey begins seamlessly. While supporting the Reservations function at SO/ Auckland, you'll also have the opportunity to collaborate across our wider Luxury & Lifestyle portfolio in Auckland.

Job Description

As the Reservations Supervisor, you will oversee the day-to-day reservations operation, ensuring all guest enquiries and bookings are managed efficiently and professionally. You will maintain high service standards and ensure a seamless experience for individual, corporate, and group guests from reservation through to arrival.

Key Responsibilities

• Oversee the day-to-day operation of the Reservations department, ensuring all guest enquiries and bookings are managed efficiently and professionally.
• Manage individual, corporate, wholesale, and online reservations, ensuring accuracy throughout the booking journey.
• Coordinate group bookings, with a strong focus on TAG business, ensuring rooming lists, arrivals, billing arrangements, and special requests are managed seamlessly.
• Maximise hotel revenue through effective management of room inventory, occupancy, rates, and availability.
• Work closely with Front Office and operational teams to deliver a seamless arrival experience and exceptional guest service.
• Build strong relationships with guests, travel partners, and internal stakeholders to support business growth and guest satisfaction.
• Support the training, development, and ongoing success of Reservations team members and Front Office ambassadors.
• Maintain accurate reservation records, guest profiles, reporting, and departmental correspondence.
• Collaborate with Sales, Revenue, and Hotel Leadership teams to identify opportunities to drive occupancy and commercial performance.li>
• Uphold SO/ brand standards and deliver personalised, luxury guest experiences at every stage of the guest journey.

Qualifications

What We're Looking For

• Previous experience in Reservations, Front Office, Revenue, or Hotel Operations within a hotel environment.
• Experience using Opera Cloud PMS or a similar hotel reservation system.
• Strong understanding of hotel distribution channels, inventory management, and rate management principles.
• Experience managing group reservations, preferably with exposure to high-volume TAG business.
• Exceptional attention to detail, organisation, and time management skills.li>
• Strong written and verbal communication skills with the ability to build relationships across departments.
• Commercial mindset with an understanding of occupancy, ADR, RevPAR, and revenue optimisation.
• Proven ability to lead, train, and develop team members.
• Ability to work flexibly, including weekends and public holidays as required.
• Passion for delivering exceptional guest experiences and upholding luxury hospitality standards.

Additional Information

What's in it for You?

• Learn your Way - Access to Hero so you can Earn while you Learn!
• Benefits Your Way - Incredible Accor ALL Heartist Benefits - discounted Food & Beverage + Accommodation Worldwide
• After 12 months of service retrieve 1-night complimentary stay including breakfast!
• Complimentary meals on shift
• Accor's Parental Leave Scheme - up to 12 weeks of paid leave for primary carers and up to 2 weeks for secondary carers
• Access to our Employee Assistance Program

Our Commitment To Diversity & Inclusion We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.