Central Reservations Supervisor at PrideInn

The Central Reservations Supervisor is responsible for overseeing the reservations operations for a portfolio of eight hotels. This role involves managing the reservations team, ensuring exceptional customer service, and optimizing room occupancy and revenue across all properties. The supervisor will coordinate with various departments to maintain seamless communication and ensure guest satisfaction.

Key Responsibilities

• Team Management: Lead, train, and motivate the central reservations team to achieve high standards of service delivery. Conduct regular performance evaluations and provide coaching to enhance skills.
• Reservation Oversight: Supervise the processing of all reservation requests, changes, and cancellations received via phone, email, or online channels. Ensure accuracy in booking details and adherence to hotel policies.
• Guest Interaction: Address guest inquiries regarding room availability, rates, promotions, and hotel services. Provide personalized assistance to enhance the guest experience.
• System Management: Oversee the operation of the hotel’s property management system (PMS) and ensure that all reservations are accurately recorded. Troubleshoot any technical issues related to reservation systems.
• Reporting & Analysis: Generate reports on reservation statistics, occupancy rates, and revenue performance. Analyze data to identify trends and recommend strategies for improvement.
• Cross-Department Collaboration: Work closely with front office staff, sales teams, housekeeping, and maintenance departments to ensure smooth operations and effective communication regarding guest needs.
• Quality Assurance: Maintain high standards of quality assurance within the reservations department. Regularly review processes to improve efficiency and guest satisfaction.

Qualifications

• Education: Bachelor’s degree in Hospitality Management or a related field preferred; equivalent experience may be considered.
• Experience: Minimum of 3 years in hotel reservations or front office operations; at least 1 year in a supervisory role is required.

Skills:

• Excellent communication skills (both verbal and written).
• Strong organizational skills with attention to detail.
• Proficient in using property management systems (PMS) and other reservation software.
• Ability to work effectively under pressure in a fast-paced environment.