ResHub Supervisor: Lead Reservations & Guest Experience

The Capital; Sandton; On-site; ZAR 180,000 - 260,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Customer service

Team supervision

Problem-solving

Education

Grade 12

Tools

Opera

Protel

Microsoft Office

Job description

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.