Reservation Supervisor

BASIC FUNCTION:

Reservation Supervisor supports the daily operations of the Reservations Department by supervising and supporting Reservation Officers in ensuring accurate reservation handling, smooth operational workflow, and compliance with hotel procedures and service standards. The Reservations Supervisor is responsible for maintaining operational efficiency, supporting team performance, and ensuring prompt and professional guest service within the department.

DUTIES AND RESPONSIBILITIES:

1. Supervise daily reservation activities and ensure all bookings, amendments, cancellations, room assignments, and special requests are processed accurately and well communicated with relevant departments in a timely manner.

2. Coordinate all reservation inputs and maintain accurate reservation records and system updates.

3. Supervise hotel reservation confirmations within 24 hours and ensure proper filing of reservation correspondence.

4. Manage daily no-show lists, group wash-down procedures, and monitor booking status, room availability, allotments, and operational exceptions.

5. Review daily arrival lists, special arrangements, meal codes, rates, origin, and VIP details to ensure operational accuracy.

6. Maintain detailed knowledge of room booking procedures and support smooth operational flow during peak periods.

7. Supervise and support Reservation Officers in daily operations to ensure operational efficiency and service consistency.

8. Motivate staff through effective supervision, coaching, and daily operational guidance. Monitor staff performance, attendance, discipline, and productivity to ensure maximum guest satisfaction through prompt and cordial service.

9. Plan staff schedules and support implementation of operational instructions from management.

10. Report section activities and operational updates during departmental briefings. Contribute to overall operational efficiency by performing assigned duties.

11. Supervise and ensure professional handling of guest enquiries and reservation requests through all communication channels.

12. Ensure accurate information regarding room availability, hotel facilities, services, promotions, and policies is communicated to guests.

13. Monitor upselling opportunities and support the team in maximizing room revenue and hotel service sales.

14. Coordinate with Front Office, Sales, Housekeeping, Accounts, and other departments to ensure smooth operational flow and proper handling of VIP bookings, group movements, advance deposits, and commission matters.

15. Assist in preparation of operational reservation reports, updates, and reservation trend information as required.

16. Monitor reservation system accuracy and report discrepancies or operational issues when identified.

17. Being responsible for checking and validating monthly invoices of OTAS commission and hotel booking engine.

18. Assign and validate the department's monthly working roster.

19. Maintain proper documentation, filing, and reservation records in accordance with hotel procedure

20. Ensure compliance with hotel SOPs, policies, and Centara brand standards.

21. Participate in departmental meetings, briefings, and training sessions.

22. Maintain a very good reputation for the hotel and assist to increase the overall profitability of the hotel.

23. Perform any additional duties assigned by Managers.

- Competitive salary .

- Meal, accommodation, transportation, and phone allowances

- Enntitlement to Service Charge and hotel facilities/benefits in accordance with Company policies

- Full employee benefits in compliance with the Vietnamese Labor Law and Social Insurance regulations

CRITERIA:

1. Experience in Reservation or Front Office operations within the hospitality industry at least 2-3 years.

2. Good understanding of Hotel PMS (Opera or Smile)

3. Good operational coordination and communication skills.

4. Ability to supervise daily workflow and support team operations.

5. Strong attention to detail and operational accuracy.

6. Proficient in Microsoft Office applications.

7. Good command of spoken and written English.