Hotel Reservations Supervisor

Hospitality Hire SA; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Hospitality Hire SA is seeking a proactive Reservations Supervisor for a high-volume, luxury hotel in Cape Town. You will lead a reservations team, manage bookings, respond to inquiries, and drive occupancy and revenue optimization.

The role requires 2+ years in a supervisory reservations role, strong leadership, and expertise in Opera PMS with solid MS Office skills. Shift work, weekends and holidays may be required in a fast-paced environment.

Qualifications

• Hospitality qualification preferred.
• 2+ years as Reservations Supervisor in 4- or 5-star hotel env.
• Proven high-volume reservations experience.
• Strong understanding of reservations ops, booking management & revenue conversion.
• Opera PMS proficiency required.
• MS Office proficiency required.
• Ability to supervise, coach and develop a team.
• Hands-on leadership style under pressure.

Responsibilities

• Support Reservations Manager with daily reservations operations.
• Lead, coach and mentor the reservations team to maintain high standards.
• Monitor bookings to ensure accuracy and guest information.
• Oversee handling of telephone, email and online enquiries.
• Ensure timely, professional responses to guest inquiries.
• Support achievement of occupancy, revenue and departmental targets.
• Monitor room availability, rates and reservation procedures.
• Assist with daily reservations reports and booking statistics.
• Identify improvements to reservation processes and productivity.
• Assist with staff training and performance development.
• Handle escalated guest inquiries and booking discrepancies.
• Ensure compliance with policies and quality standards.
• Build relationships with Front Office, Sales, Marketing and other departments.
• Coordinate with departments to ensure seamless guest experience from booking to check-out.
• Monitor booking trends and opportunities to maximise revenue.
• Maintain high standards of guest satisfaction and operational efficiency.
• Oversee reservations during absence of Reservations Manager.
• Support ongoing operational responsibilities as required.

Skills

Leadership skills

Guest service skills

Telephone etiquette

Communication

Problem solving

Booking management

Team supervision

Shift flexibility

Education

Hospitality qualification

Tools

Opera PMS

MS Office (Word, Excel, PowerPoint)

Job description

MINIMUM REQUIREMENTS

• Hospitality qualification preferred
• Minimum 2 years of experience as a Reservations Supervisor within a 4-star or 5-star hotel environment
• Proven experience within a high-volume hotel reservations department
• Strong understanding of reservations operations, booking management and revenue conversion
• Proficiency in Opera PMS is essential
• Proficiency in Microsoft Office, including Word, Excel and PowerPoint
• Proven ability to supervise, coach, mentor and develop a reservations team
• Strong leadership skills with a hands-on, lead-by-example management style
• Excellent telephone etiquette, written communication and professional email correspondence
• Strong guest service skills with a proactive and solution-focused approach
• Ability to handle guest complaints, resolve conflicts and manage challenging situations professionally
• Good understanding of hotel occupancy, room rates, availability and revenue optimisation
• Ability to analyse booking trends and support revenue and pricing decisions
• Strong administrative, planning and organisational skills
• Excellent attention to detail, accuracy and operational efficiency
• Ability to prioritise tasks and manage multiple enquiries simultaneously
• Confident, professional and approachable with excellent interpersonal skills
• Ability to remain calm and effective under pressure in a fast-paced environment
• High level of personal integrity, accountability and operational discipline
• Ability to work independently and as part of a team
• Flexibility to work shifts, weekends and public holidays according to operational requirements

KEY RESPONSIBILITIES

• Support the Reservations Manager with the daily operation of the reservations department
• Supervise, coach and mentor the reservations team to maintain high performance and service standards
• Monitor reservations activities to ensure accurate bookings, confirmations and guest information
• Oversee the handling of telephone, email and online booking enquiries
• Ensure guest enquiries are handled professionally, accurately and within required response times
• Support the team in achieving reservation conversion, occupancy, revenue and departmental targets
• Monitor booking accuracy, room availability, rates and reservation procedures
• Assist with daily reservations reports, booking statistics and operational administration
• Identify opportunities to improve reservation processes, productivity and operational efficiency
• Assist with staff training, performance development and maintaining service standards
• Handle escalated guest enquiries, complaints and booking discrepancies
• Support the implementation of departmental procedures, policies and quality standards
• Ensure compliance with relevant legislation, hotel policies and operational procedures
• Build and maintain effective working relationships with Front Office, Sales, Marketing and other hotel departments
• Coordinate with relevant departments to ensure a seamless and personalised guest experience from reservation to check-out
• Assist with monitoring booking trends and identifying opportunities to maximise revenue
• Maintain high standards of guest satisfaction, professionalism and attention to detail
• Oversee reservations operations in the absence of the Reservations Manager
• Support the Reservations Manager with additional operational responsibilities as required