Reservations Supervisor (Hotel101-Cebu)

DoubleDragon Properties Corp.; Lapu-Lapu; On-site; PHP 320,000 - 420,000; Full time

Job summary

DoubleDragon Properties Corp. is seeking a Reservations Supervisor for Hotel101-Cebu to lead the reservations team and ensure optimal guest satisfaction. The role manages reservation activities, coordinates with Front Office, and maintains up-to-date knowledge of rates, promotions, and hotel services.

The successful candidate will guide reservation staff, handle high-volume inquiries, and ensure accurate pooling of room blocks and pre-arrival operations in a dynamic hotel environment.

Qualifications

• Bachelor's in Hotel & Restaurant Management or related field
• Experience in reservations and customer service is preferred
• Strong training and communication abilities are required

Responsibilities

• Serve as main resource for reservation agents needing assistance
• Ensure staff are informed on room availability and rates
• Respond to guest reservation requests promptly and courteously
• Be fully knowledgeable about hotel rooms, rates, promotions, and services
• Handle guest inquiries regarding hotel services
• Assist with group pre-arrival processes and group rooming lists
• Track reservations from all OTA channels and update no-shows/cancellations
• Ensure reservations are updated in the PMS and enforce billing policies
• Coordinate amenities or transportation requests with concerned departments
• Maintain orderly reservation correspondence and records
• Monitor forecasts and correct mis-tagged reservations
• Train new staff in reservations and email processing

Skills

Reservations experience

Training abilities

Communication skills

Customer service

Education

Hotel & Restaurant Management degree

Job description

Reservations Supervisor (Hotel101-Cebu)

QUALIFICATIONS:

• Graduate of Hotel and Restaurant Management or any related course
• Preferrably has previous experience in a similar role
• Has training abilities, reservations, and communications kills.
• Has customer service and customer satisfaction skills
• Must be detail-oriented and organized
• Must have an excellent interpersonal and problem solving skills

DUTIES AND RESPONSIBILITIES:

• Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
• Ensure Reservation Department and Front Office staff are constantly aware of room availability and rate to offer.
• Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, hotel facilities and services.
• Answer guest inquiries pertaining to hotel services.
• Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
• Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
• Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
• Verify all reservations taken on the reservation forms are updated on the PMS consistently.
• Enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
• Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
• Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
• Train newly recruited reservation and front office staffs in taking reservations, telephone etiquettes, and reservation module on hotel software and processing emails.