Reservations Supervisor

Hilton; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global hospitality company is seeking a Reservations Supervisor to oversee the Reservations Team in Cape Town. The role involves managing daily operations, enhancing customer satisfaction, and developing team members to ensure high standards of service. Ideal candidates will possess strong organizational skills, IT proficiency, and a commitment to exceptional guest experiences.

Qualifications

• Strong organizational and administrative skills required.
• High IT proficiency and effective communication skills are essential.
• Experience in Reservations/Sales within the hotel or leisure sector preferred.

Responsibilities

• Oversee Reservations Team and manage daily operations.
• Monitor customer satisfaction and resolve issues.
• Assist in recruiting, managing, and training the Reservations team.

Skills

Organizational skills

Administrative skills

Effective communication

Customer service

IT proficiency

Education

Relevant degree or qualification in a business discipline

Tools

Hotel property management systems

Job description

A Reservations Supervisor oversees the Reservations Team and manages routine procedures to maximize revenue and Guest satisfaction.

What will I be doing?

As Reservations Supervisor, you will oversee the Reservations Team, ensuring efficient operations to boost revenue and Guest satisfaction. You will collaborate with the team to develop future and repeat business opportunities. Your responsibilities include:

1. Assisting in daily Reservations Department operations
2. Managing enquiries via telephone, fax, and email promptly and professionally, ensuring accuracy
3. Understanding seasonal and historical trends to optimize occupancy and room rates
4. Identifying new contacts, developing sales leads, and responding to sales opportunities
5. Producing quotations and confirmations for clients
6. Monitoring customer satisfaction and resolving issues to secure future business
7. Developing team members, understanding hotel facilities and processes, and fostering high standards in customer service, relationship building, and contract processing
8. Ensuring bookings are guaranteed, applying no-show and cancellation charges appropriately, and following Reservations policies
9. Monitoring the appearance, standards, and performance of the Reservations Team with a focus on training and teamwork
10. Assisting in recruiting, managing, training, and developing the Reservations team

What are we looking for?

A Reservations Supervisor at Hilton represents the brand to Guests and collaborates with Team Members. The ideal candidate will demonstrate:

• Strong organizational and administrative skills
• A positive attitude and effective communication skills
• A commitment to high-quality customer service
• A confident telephone manner
• High IT proficiency
• Excellent grooming standards

Preferred qualifications include:

• Knowledge of hotel property management systems
• Experience in Reservations/Sales within the hotel or leisure sector
• Relevant degree or qualification in a business discipline

What will it be like to work for Hilton?

Hilton is a leading global hospitality company offering a range of accommodations from luxury hotels to extended-stay suites. For nearly a century, Hilton has provided exceptional guest experiences with a focus on service, amenities, and value. Our vision, “to fill the earth with the light and warmth of hospitality,” unites us in creating remarkable experiences worldwide. Our Team Members are at the heart of this mission.