Reservations Supervisor for Luxury Boutique Hotel

The-Ivy-Hotel; Baltimore (MD); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical and dental insurance

Disability insurance

Life insurance

Retirement savings plan

Paid vacation and holidays

Staff meals

Hospitality and retail perks

Opportunities for professional growth

Job summary

The Ivy Hotel in Baltimore's Mount Vernon neighborhood seeks a Reservations Supervisor to assist the Reservations Manager in daily operations. You will handle reservations via Opera PMS and SynXis CRS, ensuring accuracy and personalized service for every guest.

Join a luxury team known for high standards, guest privacy, and proactive selling of upgrades and packages, with opportunities to lead and train the Reservations staff.

Qualifications

• At least 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.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and remain calm under pressure.

Responsibilities

• Create, modify, and cancel reservations accurately in Opera PMS and SynXis CRS.
• Respond to reservation inquiries by phone, email, website, travel advisor, and other booking channels.
• Review reservations for accurate dates, room types, rates, payment and guarantee information, guest preferences, VIP status, and special requests.
• Assist guests with room selection, packages, transportation, dining, Spa appointments, and other arrangements.
• Identify opportunities to upgrade room categories and promote packages and hotel services.
• Maintain accurate guest profiles and reservation records.
• Monitor cancellations, modifications, no-shows, overbookings, and reservation discrepancies.
• Ensure VIPs, celebrations, special requests, transportation needs, and other important information are communicated to the appropriate departments.
• Support the Reservations Manager with daily workflow, reporting, system updates, promotions, administrative responsibilities, and special projects.
• Provide operational leadership and departmental coverage when the Reservations Manager is unavailable.
• Assist with training and onboarding Reservations team members.
• Assign and prioritize daily tasks and monitor the accuracy and quality of the team’s work.
• Provide ongoing coaching and communicate performance, staffing, or training concerns to the Reservations Manager.
• Help ensure departmental procedures and service standards are followed consistently.
• Maintain current knowledge of The Ivy’s rooms, suites, amenities, policies, packages, Magdalena, the Spa, and other guest experiences.
• Maintain a working knowledge of Baltimore and the surrounding area to assist guests with recommendations.
• Handle guest concerns calmly and professionally, taking ownership of issues through resolution.
• Support room revenue and occupancy goals through effective selling, upselling, and communication of current offers.
• Assist with implementing packages and promotions and confirm that they are accurately represented in Opera, SynXis, and applicable booking channels.
• Identify and report discrepancies between Opera, SynXis, OpenTable, and other systems.
• Work closely with Guest Services, Bell Ambassadors, Housekeeping, Food & Beverage, Spa, Sales, and other departments to provide a seamless guest experience.
• Assist Guest Services and Bell Ambassadors during high-volume periods or staffing needs.
• Protect guest privacy and follow all hotel procedures related to payment information, data security, safety, and emergency response.
• Complete other responsibilities as assigned by the Reservations Manager or hotel leadership.

Skills

Opera PMS

SynXis CRS

Customer service

Team supervision

Communication skills

Problem solving

Multi-tasking

Hospitality

Education

High school diploma or equivalent

Job description

The Ivy Hotel in Baltimore's Mount Vernon neighborhood seeks a Reservations Supervisor to assist the Reservations Manager in daily operations. You will handle reservations via Opera PMS and SynXis CRS, ensuring accuracy and personalized service for every guest.

Join a luxury team known for high standards, guest privacy, and proactive selling of upgrades and packages, with opportunities to lead and train the Reservations staff.