Luxury Reservations Supervisor — Drive Bookings & Guest Delight

Raffles Hotels & Resorts; Warszawa; On-site; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Complimentary upgrades

Extended stays

Discounted stays across Fairmont &

Job summary

Raffles Hotels & Resorts is seeking a Reservations Supervisor at Raffles Europejski Warsaw. You will lead the reservations team, handle enquiries with care and accuracy, and turn opportunities into seamless bookings.

The role requires experience in hotel reservations, coaching colleagues, and a sales-focused approach to maximize guest satisfaction and revenue. Fluency in English is essential; additional languages are a plus.

Qualifications

• Previous experience in hotel reservations, ideally in luxury hospitality.
• Experience supervising, coaching or training reservations colleagues.
• Strong knowledge of reservation procedures, room categories, rates and booking channels.
• Confident use of reservation and property management systems; familiarity with revenue management systems is an advantage.
• A sales-focused approach, with the ability to convert enquiries into bookings while delivering thoughtful, personalized service.
• Strong organizational skills and attention to detail when managing bookings, reports and schedules.
• Excellent communication and problem-solving skills, including the ability to resolve guest concerns with care and discretion.
• Fluency in spoken and written English; additional languages are an advantage.

Responsibilities

• Supervise the daily work of the Reservations team, ensuring enquiries are handled promptly and professionally.
• Personally manage reservation enquiries and bookings, offering thoughtful recommendations and accurate records.
• Coach new and existing colleagues to strengthen their reservation, sales and guest communication skills.
• Resolve guest concerns positively, protecting guest satisfaction and hotel revenue.
• Plan team schedules to ensure calls are answered promptly and opportunities are captured.
• Track call volume and conversion, and report results daily, weekly and monthly.
• Prepare reports and support the Director of Revenue Management with system updates.
• Maintain records and administration; confirm reservations within 24 hours and manage no-show charges.

Skills

Reservations experience

Team supervision

Sales-focused

Communication skills

Problem-solving

English fluency

Tools

Reservation systems

Property management systems

Job description

Raffles Hotels & Resorts is seeking a Reservations Supervisor at Raffles Europejski Warsaw. You will lead the reservations team, handle enquiries with care and accuracy, and turn opportunities into seamless bookings.

The role requires experience in hotel reservations, coaching colleagues, and a sales-focused approach to maximize guest satisfaction and revenue. Fluency in English is essential; additional languages are a plus.