Hotel Reservations Supervisor - Winelands Wc

HotelJobs; Franschhoek; On-site; ZAR 360,000 - 540,000; Full time

Job summary

HotelJobs is seeking a dynamic Reservations Supervisor to lead a centralized reservations team across Franschhoek properties, ensuring flawless service, strict inventory control, and revenue optimization for luxury accommodations and dining partnerships.

The role requires strong leadership, deep experience with luxury hotel systems (Protel PMS preferred), and the ability to produce detailed forecasting and performance reports for executive review.

Qualifications

• Proven track record in Revenue and Reservations within luxury hotel environments.
• Strong leadership and mentoring capabilities for a central reservations team.
• Experience with property management and distribution systems, including Protel PMS.

Responsibilities

• Lead and coach reservation agents to uphold service quality benchmarks.
• Oversee daily bookings, group quotes, and channel management across properties.
• Drive revenue optimization through dynamic pricing, restricted-rate strategies, and upselling.
• Produce comprehensive revenue, pickup, and forecasting reports for management.
• Coordinate with Front Office and Sales on VIP arrivals, group arrangements, and budgets.

Skills

Revenue management

Reservations systems

PMS Protel

Team leadership

Analytics

Education

Hospitality management/finance qualification

Tools

Protel PMS

Channel Manager

CRS

OTA extranets

Job description

Hotel Reservations Supervisor required for an award-winning, luxury hospitality portfolio synonymous with sophisticated escapes, world-class culinary journeys, and exceptional art-filled guest experiences.

Spanning a flagship mountainside vineyard estate and high-end village boutique hotels in the heart of the Cape Winelands, the group offers an unmatched standard of 5-star luxury.

This role offers a dynamic career opportunity for a positive, vibrant, and energetic professional ready to lead a high-performing team and shape the guest journey from the very first point of contact.

Position Purpose:

The Revenue and Reservations Supervisor leads the centralized reservations team and oversees booking operations across all properties and distribution channels within the Franschhoek portfolio. This role is a critical intersection of guest relations and financial performance.

You will ensure flawless service quality and efficient guest communication while maintaining strict inventory and rate control. By driving revenue optimization, producing detailed management reporting, and working in lockstep with the Front Office and Sales teams, you will directly influence the yield, ADR, and profitability of premium accommodation and world-renowned dining partnerships.

Main Responsibilities

Team Leadership & Quality Assurance

• Supervise; train, and coach reservation agents daily to maintain a 95% service quality benchmark across all telephone, email, and digital inquiries.
• Monitor performance metrics to ensure rapid email response times and high-conversion call standards in line with 5-star luxury service protocols.
• Conduct regular training sessions on property highlights, dynamic room types (from estate suites to village cottages), and exclusive guest experiences to enhance upselling and cross-property bookings.

Booking Operations & Channel Management

• Oversee the daily processing of individual and group bookings, block arrangements, wholesale allocations, amendments, and cancellations across all distribution channels.
• Manage and structure complex group and conference quotes ; ensuring accurate quoting for corporate retreats, private events, and weddings across multi-property venues.
• Audit guest reservations and profiles to ensure meticulous attention to detail regarding VIP arrivals, unique guest preferences, dietary requirements (for alignment with fine dining partnerships), and precise billing instructions.
• Enforce absolute guest confidentiality and strict data compliance practices for all high-profile and international clientele profiles.

Revenue Optimization & Technical Systems

• Ensure all property revenue streams and technical systems (PMS, Channel Manager, CRS) are fully optimized, integrated, and audit-ready to drive maximum yield and profitability.
• Monitor real-time room availability, dynamic rates, and channel allocations (OTAs, GDS, luxury consortia, and direct channels) to balance occupancy and maximize Average Daily Rate (ADR) across distinct inventories.
• Execute strategic rate changes and restriction settings under the guidance of the Revenue Manager to respond effectively to market demand variations.

Reporting & Financial Forecasting

• Create; interpret, and present comprehensive revenue, pickup, and forecasting reports independently in the absence of the Revenue Manager.
• Compile and analyze daily, weekly, and monthly pickup reports ; no-show metrics, and market segment data for executive management review.
• Monitor competitor sets and local market trends within Franschhoek to identify demand shifts and highlight revenue-generating opportunities.

Cross-Departmental Collaboration

• Partner closely with the Front Office and Sales teams across all properties to communicate critical VIP arrivals, group rooming lists, and operational constraints.
• Participate in regular operations meetings to reconcile reservation data with actual arrivals, ensuring seamless guest check-ins and zero billing discrepancies.

Experience and Skills

• Proven track record working as a Revenue and Reservations Supervisor or Senior Reservations Agent within a 4-star or 5-star luxury hotel environment.
• Advanced technical proficiency with Protel PMS is highly beneficial and preferred.
• Strong system knowledge across property management software, channel managers, Central Reservation Systems (CRS), and OTA extranets.
• Demonstrated capability in revenue analytics ; with the ability to interpret data, spot booking trends, and formulate tactical adjustments.

Inherent Requirements

• Education: Grade 12 / Matric Certificate (a relevant hospitality management or finance qualification is an advantage).
• Leadership: Strong leadership, mentorship, and interpersonal skills; able to motivate a central team under pressure.
• Precision: Meticulous attention to detail with a deep commitment to elevating the luxury guest experience.
• Ethics: Personal and professional integrity of the highest standard, handling confidential financial data and guest information discreetly.

Location:

Preference will be given to candidates residing in Franschhoek and neighboring areas (Stellenbosch, Paarl, etc.) with reliable transport.