ResHub Supervisor

The Capital; Sandton; In loco; ZAR 180.000 - 260.000; Tempo pieno

Descrizione del lavoro

The Capital Hotels in Sandton is seeking a ResHub Supervisor to oversee daily reservations operations, coach the team, manage escalations, and ensure accurate, seamless booking experiences across channels.

You will lead by example, drive upselling and cross-selling to support revenue targets, and collaborate with hotel operations to deliver exceptional guest experiences. This role requires 3–5 years in reservations operations and supervisory experience.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Leadership

Communication

Customer service

Team supervision

Problem-solving

Formazione

Grade 12

Strumenti

Opera

Protel

Microsoft Office

Descrizione del lavoro

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.