Reservations Supervisor — Guest Experience Leader

Craven Cottage CC

Cape Town

On-site

ZAR 180,000 - 320,000

Full time

14 days+

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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.