Reservations Supervisor – Luxury Portfolio – Cape Town

Reservations Supervisor – Luxury Portfolio – Cape Town

We are seeking an experienced Reservations Supervisor to oversee the day-to-day operations of our clients dynamic reservations department in this luxury portfolio based in Cape Town. The ideal candidate will thrive in a fast-paced, high-pressure environment and demonstrate a commitment to maintaining exceptional customer satisfaction. As a key member of our clients team, you will play a pivotal role in maximizing efficiency, standards, and professionalism within the department, while supporting the Group Reservations Manager in achieving company objectives.

Description:

• Lead by example, setting a high standard for the team to follow.
• Ensure comprehensive knowledge of hotel programs, services, accommodations, promotions, rates, and facilities.
• Provide technical information and tools to support the reservation team in delivering informed and professional guest assistance.
• Maintain awareness of high season dates, special offers, closed dates, minimum night stays, etc., and communicate effectively with both reservation and hotel teams.
• Foster a positive and professional environment within the team.
• Collaborate with sales and revenue teams, as well as property management, as necessary.
• Monitor and ensure correct booking of promotions and specials, resolving any issues promptly.
• Oversee all reservation channels to ensure accuracy and eliminate system glitches.
• Uphold hotel policies, procedures, and payment methods.
• Monitor and respond to reservation requests promptly, exceeding our 24-hour response time.
• Update records of room availability, rates, reservations, cancellations, amendments, and no-shows.
• Conduct quality checks on bookings prior to guests’ arrival.
• Conduct weekly arrival meetings with property management.
• Strategize room type and rate yield management for maximum revenue.
• Manage VIP and special requests professionally.
• Provide training to reservation staff on hotel products and services.
• Delegate tasks to team members and resolve any issues that arise.
• Handle cancellations and amendments in accordance with company procedures.
• Handle individual bookings for corporate guests and travel agencies.
• Resolve customer complaints efficiently and in line with company policies.
• Actively stay informed about local area-specific issues.
• Supervise, train, and motivate reservation team members.
• Generate and maintain reports as needed.
• Assist with group and event reservations.
• Ensure accurate input of group reservations into the system.
• Maintain databases and spreadsheets accurately.
• Release allocations and assist with reservations-related accounts.

Requirements:

• Previous experience in a hospitality environment is essential.
• Exceptional time management, communication skills, and customer service.
• Experience with Opera reservation system is required.
• Meticulous attention to detail and strong administrative skills.
• Adaptability and flexibility to thrive in a fast-paced environment.
• Strong leadership and organizational skills.

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