Reservation Supervisor
Reservation Supervisor
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Job Description
Reporting to the Reservation Manager the Reservation Supervisor orchestrates the daily reservations operationensuring every enquiry is handled promptly inventory and systems remain pristine and the team is inspired to anticipate and surpass guest expectationsthereby converting each opportunity into optimal room revenue while exemplifying Fairmonts signature service.
Responsibilities
Reservations Operations
Allocate and monitor all calls e-mails and tasks to guarantee response times and brand scripting standards are met.
Verify accuracy of booking (dates rates market codes payment method); correct discrepancies immediately.
Maintain room inventory in OPERA / TARS: action wait-lists release out-of-order rooms and apply approved upsell supplements.
Keep rate and availability parity across all channels; flag anomalies to the Reservation Manager or Revenue team.
Prepare daily Arrival & VIP reports; coordinate pre-registration and special requests with Front Office.
Guest Experience & Complaint Handling
Act as the first escalation point for complex high-value or time-sensitive reservation issues.
Resolve guest concerns promptly and professionally documenting cases for continuous improvement.
Consistently promote ALL Accor Live Limitless benefits upgrades and ancillary services to drive loyalty and upsell revenue.
Inspire the team to go above and beyond: capture personal details identify opportunities for thoughtful gestures (e.g. birthday amenities special greetings) and proactively relay guest preferences to Front Office Housekeeping and F&B so every stay feels personalized and exceeds expectations.
Commercial Focus
Track booking pace pick-up no-shows and cancellations; highlight trends or opportunities to the Reservation Manager and Revenue team.
Compile daily and month-end reports.
Capture group or corporate leads uncovered during calls and forward to Sales.
Systems & Procedures
Ensure correct daily usage of all reservations systems and tools; report technical issues promptly.
Uphold data-privacy PCI and internal audit standards.
Suggest workflow improvements and process efficiencies to the Reservation Manager.
Qualifications :
Knowledge and Experience
College diploma or above.
Proven experience in luxury hotel reservations.
Strong verbal and written English; Vietnamese advantageous.
Sound understanding of basic revenue-management principles (BAR LOS controls yielding).
Competencies
Meticulous attention to detail and numerical accuracy.
Confident communicator who inspires and coaches a small team.
Guest-centric mind-set with strong problem-solving skills.
Resilient under pressure and adept at multitasking.
Discreet and trustworthy in handling sensitive guest and financial data.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
