ResHub Supervisor

The Capital Hotels, Apartments & Resorts; Johannesburg; On-site; ZAR 260,000 - 380,000; Full time

Job summary

The Capital Hotels, Apartments & Resorts seeks a ResHub Supervisor to oversee daily reservations operations across all touchpoints in Johannesburg. You will coach the ResHub team, handle escalated guest inquiries, and ensure accurate booking handling while maintaining service excellence.

You will supervise workload, monitor performance, and coordinate with operations, sales and front office to deliver a seamless guest experience. Relocation is the candidate's responsibility if applicable.

Qualifications

• 3-5 years of reservations operations experience including supervisory or team leadership.
• Strong leadership and supervisory skills with the ability to coach, mentor and motivate a team.
• Clear, confident communication and conflict resolution abilities.

Responsibilities

• Lead the ResHub team daily, coach and support them to deliver outstanding service.
• Resolve escalated guest inquiries and complaints with professionalism and care.
• Drive adherence to rate structures, promotions and revenue management guidelines.
• Maintain accurate data in the reservations system and prepare performance reports.
• Be the link between ResHub agents and Manager, collaborating with hotel operations.

Skills

3-5 years experience

Leadership & supervision

Communication & conflict resolution

PMS/CRS systems

MS Office proficiency

Education

Matric / Grade 12

Tools

Opera

Protel

Job description

At The Capital Hotels, we are redefining what hospitality feels like. Modern, meaningful and full of opportunity. We believe great service starts with great people and our team is the heart of everything we do.

Why work for us?

At The Capital, you will feel valued, trusted and empowered. We keep things real with no red tape, just doers who make things happen. We recognise talent quickly and promote based on values, not just titles.

About The Role

At The Capital, every guest interaction begins with a reservation. The ResHub Supervisor ensures guests receive accurate, efficient and seamless booking experiences across all touchpoints. You will build confidence in our service by overseeing daily operations, coaching the ResHub team and managing escalations, keeping workflows smooth and contributing directly to the success of the hotel group.

What you'll do:

• 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

What you'll bring:

• 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
• Strong organisational, analytical and problem-solving skills
• Proficiency in a PMS/CRS system such as Opera or Protel, and in Microsoft Office
• Energy, adaptability and a results-oriented mindset with a focus on service excellence

Please note that relocation costs will be for your own expense should your application be successful and you reside outside of the city where the Hotel is located.