Reservations Hub Lead - Elevate Guest Service

The Capital Hotels, Apartments & Resorts; Johannesburg; On-site; ZAR 240,000 - 320,000; Full time

Job summary

The Capital Hotels, Apartments & Resorts is seeking a ResHub Supervisor to oversee daily reservations operations and lead the ResHub team to deliver seamless booking experiences across all touchpoints.

You will coach and develop staff, manage VIP and group bookings, drive upselling and cross-selling, and ensure data accuracy in the reservations system while collaborating with hotel operations, sales and front office teams.

Qualifications

• Matric / Grade 12 required.
• 3-5 years' experience in reservations operations and hotel distribution systems, including supervisory or team leadership experience.
• Strong leadership and supervisory skills, with the ability to coach, mentor and motivate a team.
• Clear, confident communication and conflict resolution abilities.
• A high level of customer service orientation and attention to detail.
• Proficiency in PMS/CRS systems such as Opera or Protel, and in Microsoft Office.
• Energy, adaptability and a results-oriented mindset with a focus on service excellence.

Responsibilities

• Lead the ResHub team every day by coaching and supporting them to deliver outstanding service, monitoring call handling, response times and booking accuracy, onboarding and training new team members, and conducting quarterly appraisals
• Resolve escalated guest enquiries and complaints with professionalism and care, manage complex VIP and group bookings, and keep up to date with product knowledge across all hotels
• Drive upselling and cross-selling to support revenue targets, assist with overbookings, cancellations and peak periods, and make sure rate structures, promotions and revenue management guidelines are followed
• Maintain accurate data in the reservations system, oversee team rosters for coverage, and prepare daily and weekly performance reports for the ResHub Manager
• Be the link between the ResHub agents and the ResHub Manager, and collaborate with hotel operations, sales and front office teams to deliver a seamless guest experience

Skills

Leadership

Coaching

Customer service

Communication

Team supervision

Education

Matric/Grade 12

Tools

Opera

Protel

Microsoft Office

Job description

The Capital Hotels, Apartments & Resorts is seeking a ResHub Supervisor to oversee daily reservations operations and lead the ResHub team to deliver seamless booking experiences across all touchpoints.

You will coach and develop staff, manage VIP and group bookings, drive upselling and cross-selling, and ensure data accuracy in the reservations system while collaborating with hotel operations, sales and front office teams.