Reservation Supervisor

ACCOR; Egypt (PA); On-site; USD 42,000 - 58,000; Full time

Job summary

ACCOR is seeking a Reservations Supervisor to lead daily reservations operations, ensuring prompt responses and bookings aligned with brand standards. You will coordinate with Front Office and other hotel departments while guiding a team of Reservations Agents in handling groups and complex transactions.

The role emphasizes yield management, upselling opportunities, and adherence to brand programs and audit requirements, with a focus on accuracy and guest satisfaction.

Qualifications

• Proven experience in hotel reservations or front office operations, with supervisory or senior agent experience preferred.
• Strong knowledge of reservations systems, yield management principles and booking channels, ideally within an Accor or similar luxury hotel environment.
• Confident communicator with the ability to liaise effectively with Front Office, Revenue, Sales and other key stakeholders with Opera PMS.
• Guest-focused mindset with a strong attention to detail and commitment to service excellence.
• Commercially minded, with the ability to identify upselling opportunities and support revenue performance.
• Organised and adaptable, able to manage competing priorities in a fast-paced environment.
• Natural team leader who enjoys coaching, supporting and developing team members.
• High level of professionalism with the ability to maintain brand standards and contribute to successful audit outcomes.
• Prior experience working with Opera or a related system.
• Strong interpersonal and problem solving abilities.
• Fluency in English, additional languages are a plus.

Responsibilities

• Supervise daily reservations operations ensuring all enquiries and bookings are handled promptly and accurately and in line with brand standards.
• Maintain clear and effective communication between Reservations Front Office and key hotel departments.
• Oversee daily administrative tasks correspondence and reporting to ensure accuracy and completion.
• Ensure compliance with Emergency Communication procedures directing all media enquiries to the nominated spokesperson.
• Monitor reservation payments authority forms and chargeback processes escalating issues to the Financial Controller when required.
• Apply Elysium yield management practices and maintain awareness of competitor activity to support revenue performance.
• Drive upselling initiatives and oversee the management of no-show bookings in line with hotel policies.
• Support coach and guide Reservations Agents assisting with group bookings and complex transactions as required.
• Ensure adherence to the Resavision Program Elysium brand standards and LQA audit requirements.
• Undertake other duties as directed by the Reservations Manager or senior leadership team.

Skills

Reservations systems

Yield management

Upselling

Communication

Team leadership

Front office coordination

Opera PMS

Brand standards

English fluency

Tools

Opera PMS

Job description

Responsibilities

• Supervise daily reservations operations ensuring all enquiries and bookings are handled promptly and accurately and in line with brand standards
• Maintain clear and effective communication between Reservations Front Office and key hotel departments
• Oversee daily administrative tasks correspondence and reporting to ensure accuracy and completion
• Ensure compliance with Emergency Communication procedures directing all media enquiries to the nominated spokesperson
• Monitor reservation payments authority forms and chargeback processes escalating issues to the Financial Controller when required
• Apply Elysium yield management practices and maintain awareness of competitor activity to support revenue performance
• Drive upselling initiatives and oversee the management of no-show bookings in line with hotel policies
• Support coach and guide Reservations Agents assisting with group bookings and complex transactions as required
• Ensure adherence to the Resavision Program Elysium brand standards and LQA audit requirements
• Undertake other duties as directed by the Reservations Manager or senior leadership team

Qualifications

• Proven experience in hotel reservations or front office operations, with previous supervisory or senior agent experience preferred
• Strong knowledge of reservations systems, yield management principles and booking channels, ideally within an Accor or similar luxury hotel environment
• Confident communicator with the ability to liaise effectively with Front Office, Revenue, Sales and other key stakeholders with Opera PMS
• Guest-focused mindset with a strong attention to detail and commitment to service excellence
Commercially minded, with the ability to identify upselling opportunities and support revenue performance
• Organised and adaptable, able to manage competing priorities in a fast-paced environment
• Natural team leader who enjoys coaching, supporting and developing team members
• High level of professionalism with the ability to maintain brand standards and contribute to successful audit outcomes
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus