Luxury Reservations Supervisor - Elevate Guest Experience

Harwood Hospitality Group; Dallas, Northern (TX, KY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Harwood Hospitality Group in Dallas, the owner-operator behind Hôtel Swexan, seeks a Reservations Supervisor to lead the Reservations Team, coaching agents, and ensuring revenue-driven booking practices. This role blends leadership, systems expertise, and strategic thinking to optimize conversion and support hotel performance.

The position partners with Revenue Management and Sales to align booking strategies, supervise daily operations, and maintain high standards of luxury service for guests.

Qualifications

• 2–3 years reservations or front office experience, luxury hotel preferred.
• Previous supervisory or lead role strongly preferred.
• Strong analytical mindset with understanding of ADR, occupancy, and revenue impact.

Responsibilities

• Supervise daily operations of the Reservations team and ensure service standards are consistently met
• Coach agents on selling techniques, luxury communication standards, and revenue-focused behaviors
• Audit reservations for accuracy including rate codes, packages, billing, and special requests
• Assist with training new hires and ongoing skill development
• Act as the primary escalation point for complex bookings or guest concerns
• Monitor call quality, response times, and conversion performance
• Support leadership with reporting and data tracking related to booking pace and demand patterns
• Ensure policies, destination fees, and promotional offers are correctly communicated and applied
• Partner closely with Revenue Management and Sales to align booking strategies

Skills

Supervisory experience

Reservations/front office experience

Analytical mindset

Luxury hospitality communication

Tools

Opera Cloud

SynXis

CRM systems

Job description

Harwood Hospitality Group in Dallas, the owner-operator behind Hôtel Swexan, seeks a Reservations Supervisor to lead the Reservations Team, coaching agents, and ensuring revenue-driven booking practices. This role blends leadership, systems expertise, and strategic thinking to optimize conversion and support hotel performance.

The position partners with Revenue Management and Sales to align booking strategies, supervise daily operations, and maintain high standards of luxury service for guests.