Reservations Supervisor - Groups & Production

Blacksmith Agency Llc; South Africa; Remote; ZAR 420,000 - 650,000; Full time

Job summary

Hilton is seeking a Reservations Supervisor to lead end-to-end group reservations and production support within its Hotels team. You will ensure accurate block setup, rooming lists, and handover to Operations, while collaborating with Sales, Events and Commercial teams to meet contract terms.

You will oversee reservations SOPs, train staff, and perform regular quality checks to optimize revenue and guest experiences. Strong PMS/CRS knowledge and Excel skills are essential for success.

Qualifications

• Minimum 2–3 years' experience in hotel reservations with group bookings.
• Experience with PMS/CRS (OnQ/OnQ Revenue & Inventory/PEP or Hilton systems) preferred; Opera also relevant.
• Strong Excel skills (pivot tables, VLOOKUP/XLOOKUP) and production reports.
• Solid understanding of revenue concepts (ADR, RevPAR, occupancy, pace).
• Excellent written and verbal communication with travel partners and stakeholders.

Responsibilities

• Own end-to-end group reservations process from block setup to rooming list management and final reconciliation.
• Prepare and finalize all Group Resumes for handover to Operations.
• Collaborate with Sales, Events, and Commercial teams to align group blocks with contracts and cut-off dates.
• Manage group inventory and rooming lists with high accuracy; flag risks and discrepancies.
• Serve as the primary contact for group bookers and partners on reservations-related queries.
• Coordinate meetings, conferences and events and liaise with clients on logistics.
• Ensure menus, timings, setups, equipment, and special requests are communicated.
• Issue Event Orders and coordinate with F&B and Operations for smooth delivery.
• Lead reservations SOPs and train agents; perform quality checks to minimize revenue leakage.
• Support Reservations Manager and link with Commercial Director on performance and strategy.

Skills

Hotel reservations experience

Advanced Excel

Communication skills

GDS/OTA knowledge

Education

Relevant degree in business

Tools

OnQ/OnQ Revenue & Inventory/PEP (Hilton)

Opera PMS

GDS/OTA extranets

Job description

Hilton is seeking a Reservations Supervisor to lead end-to-end group reservations and production support within its Hotels team. You will ensure accurate block setup, rooming lists, and handover to Operations, while collaborating with Sales, Events and Commercial teams to meet contract terms.

You will oversee reservations SOPs, train staff, and perform regular quality checks to optimize revenue and guest experiences. Strong PMS/CRS knowledge and Excel skills are essential for success.