Reservations Supervisor

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

Description

Company Overview

Harwood Hospitality Group, Dallas’ premier Hospitality owner-operator, introduces its most complete expression of a multi-generational vision in Harwood District’s first hotel, Hôtel Swexan.

The Hotel is a new destination, with an uncompromising mission that values experience above all. It is a place like no other that draws inspirations from the world’s greatest cities – New York, London, Paris – together in one location to create something completely new. Local expertise with an international influence. Classic and contemporary, the hotel is a twist on conventions.

Part collection, part creativity, and always elegant. Guests stay to get lost – in culture and conversation. The Hotel is a world of its own, a meeting place, a hideaway, a stomping ground. For celebration or solitude.

Designed with all generations in mind, Harwood District’s hotel plays host to an eclectic mix of personalities. It is a timeless setting where locals mix with out-of-towners and old souls encounter the young at heart.

Intimate, immersive, and transportive. Hôtel Swexan has a surprise around every corner. Forget, for a second, where you came from, and leave with a memory that keeps you coming back.

Position Summary

The Reservations Supervisor supports the Reservations Team/Revenue Leadership by overseeing daily reservation operations, coaching agents, and ensuring revenue-driven booking practices. This role combines leadership, systems expertise, and strategic thinking to optimize conversion, maintain accuracy, and support overall hotel performance.

Key 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

Revenue & Systems Responsibilities

• Maintain advanced knowledge of PMS and CRS platforms
• Assist with rate loading validation, availability checks, and troubleshooting
• Monitor high-demand dates and communicate booking trends to Revenue Leadership
• Help implement promotions, packages, and upsell initiatives
• Support inventory and restriction compliance in alignment with revenue strategy
• Lead by example with professionalism and luxury service standards
• Provide real-time coaching and performance feedback
• Foster a collaborative and positive team environment
• Ensure agents represent the hotel brand appropriately in all guest interactions

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
• Proficiency with Opera Cloud, SynXis, or comparable systems
• Excellent communication and organizational skills

Physical Requirements

• Ability to work flexible schedules including weekends and holidays
• Extended computer and phone usage

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.