Luxury Reservations Supervisor - Lead & Upsell

The Ivy Hotel; Baltimore (MD); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Disability Insurance

Life Insurance

Retirement Plan

Paid Vacation

Staff Meals

Employee Discounts

Growth Opportunities

Job summary

The Ivy Hotel in Baltimore is seeking a Reservations Supervisor to support the Reservations Manager in daily operations. This hands-on role ensures accurate, efficient reservations with personalized service for every guest.

You will guide the team, manage workflow, and assist with guest requests, training, and cross-department communication. Prior luxury hotel experience and Opera/SynXis knowledge are highly valued.

Qualifications

• Two years of experience in hotel reservations, front office, guest services, or luxury hospitality preferred.
• Previous supervisory or senior-level hotel experience preferred.
• Strong working knowledge of Opera PMS and SynXis CRS strongly preferred.
• Experience in a luxury, boutique, independent, or Relais & Châteaux hotel is highly desirable.
• Excellent verbal and written communication skills.
• Strong attention to detail, organization, and problem-solving ability.
• Ability to manage multiple priorities and remain calm under pressure.
• Professional, personable, and service-minded approach.

Responsibilities

• Create, modify, and cancel reservations accurately in Opera PMS and SynXis CRS.
• Respond to reservation inquiries by telephone, email, website, and other channels.
• Review reservations for accurate dates, room types, rates, payment, and guest preferences.
• Assist guests with room selection, packages, transportation, dining, spa appointments, and other arrangements.
• Identify opportunities to upsell room categories and hotel services.
• Maintain accurate guest profiles and reservation records.
• Monitor cancellations, modifications, no-shows, overbookings, and discrepancies.
• Communicate VIPs, celebrations, and special requests to relevant departments.
• Provide operational leadership and support to the Reservations Manager and team.
• Assist with training and onboarding Reservations staff.

Skills

Guest Services

Team Leadership

Upselling

Communication

Multitasking

Education

High school diploma

Hospitality education preferred

Tools

Opera PMS

SynXis CRS

Job description

The Ivy Hotel in Baltimore is seeking a Reservations Supervisor to support the Reservations Manager in daily operations. This hands-on role ensures accurate, efficient reservations with personalized service for every guest.

You will guide the team, manage workflow, and assist with guest requests, training, and cross-department communication. Prior luxury hotel experience and Opera/SynXis knowledge are highly valued.