Reservations Supervisor

Craven Cottage CC; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Job summary

Craven Cottage CC is seeking a Reservations Supervisor to support the Reservations Manager in delivering exceptional guest experiences across the entire guest journey. The role requires leadership, hands-on coaching, and the ability to manage high-volume reservations in a 4/5 star environment, with strong PMS (Opera) and MS Office skills, and a customer-focused, detail-oriented approach.

You will collaborate with front office, sales and marketing to ensure personalised service from booking to

Qualifications

• Hospitality qualification preferred.
• At least two years’ experience as Reservations Supervisor in a 4/5 star hotel.
• Experience with high-volume client and revenue conversion.
• Ability to supervise, coach and mentor a team with a hands-on approach.
• Professional, positive and calm demeanor with a friendly attitude.
• Proficiency in Opera PMS and MS Office Suite.

Responsibilities

• Supports Reservations Manager to ensure smooth day-to-day operations.
• Supervises, coaches and mentors the reservations team.
• Improves guest satisfaction and responds to inquiries and issues.
• Ensures achievement of reservations objectives and hotel targets.
• Maintains relationships with stakeholders.
• Ensures compliance with legislation and best practices.
• Manages inquiries via phone, email, and online channels and confirms bookings.
• Compiles and generates daily reports.
• Collaborates with front office, sales and marketing for personalised guest experience.

Skills

Leadership

Communication

Guest-centric

Multitasking

Detail-oriented

Conflict management

Coaching/Mentoring

Customer service

Education

Hospitality qualification

Tools

Opera PMS

Microsoft Office (Word, Excel, PowerPoint)

Job description

Responsibilities

• Supports the Reservations Manager to ensure smooth running of day‑to‑day reservations department operations, where all aspects of the guest journey and experience are delivered to the highest level.
• Supervises, coaches and mentors the reservations team fostering a culture of growth, development, and performance within the department.
• Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.
• Supports the team to ensure objectives and reservations initiatives & hotel targets are achieved.
• Builds and maintains effective working relationships with all key stakeholders.
• Assists to ensure adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered, and documented.
• Assists and in the absence of the Reservations Manager to supervise the handling of inquiries via phone, email, and online channels, ensuring prompt, accurate confirmation of bookings.
• Assists with the compilation and generation of daily reports.
• Collaborates with other hotel departments, including front office, sales and marketing, to ensure a personalised guest experience from booking to check‑out.

Requirements

• Hospitality Qualification preferred.
• At least two years’ experience in the capacity of Reservations Supervisor within a 4/5 star hotel reservations environment.
• Demonstrated experience working within a high‑volume client and revenue conversion base.
• Ability to supervise, coach and mentor a team with a hands‑on approach and lead‑by‑example work style.
• Professional, positive, confident and calm demeanour with friendly attitude.
• Proficiency in Property Management Systems (PMS) like Opera and of Microsoft Office Suite packages (Word, Excel & PowerPoint).
• Leadership and team management and development capability skills.
• Ability to multitask and thrive within a fast‑paced, pressurised and team‑orientated environment.
• High attention to detail and operational discipline.
• Ability to manage conflict and challenging situations with respect and confidence.
• Strong leadership abilities with a guest‑centric approach.
• Personal integrity, with the ability to work in an environment that demands excellence, time and energy.
• Ability to analyse market trends to make pricing decisions.
• Strong communication skills: Strong interpersonal skills for client negotiation and team management.
• Strong administrative, planning, organising and attention to detail skills.
• Ability to prioritise tasks, and handle multiple requests.
• Customer‑focused mindset with a proactive approach to service.
• Strong attention to detail and efficiency pertaining to area of responsibility.
• Excellent telephone and email etiquette.
• Flexibility to work as per operational requirements as and when required.