Reservations Supervisor

The Reservations Supervisor is responsible for overseeing the reservation operations to ensure an efficient, organized, and professional booking system that maximizes room occupancy and revenue while delivering personalized service to guests.

Responsibilities

• Oversee all reservation activities to ensure an efficient and organized system of booking rooms, maximizing occupancy and revenue.

• Ensure prompt and professional responses to reservation requests, inquiries, and guest communications.

• Supervise and guide the reservations team in daily operations and guest communication.

• Coordinate closely with Front Office, Residences, Housekeeping, Sales, and other departments regarding room status, guest arrivals, VIPs, and special requests.

• Manage room allocations and ensure guest preferences and special requests are properly arranged.

• Monitor booking pace, occupancy levels, and reservation trends to support revenue optimization.

• Prepare weekly and monthly occupancy forecasts and report to management.

• Maintain strong relationships with travel agents, online travel agents (OTAs), and global reservation networks.

• Identify training needs and provide training and guidance to reservations team members.

• Ensure all reservation policies, procedures, and company standards are followed.

• Perform other duties and special assignments as requested by management.

- Two-month probation period with full salary

- Two days off per week

- Social Insurance contributions based on actual salary

- Seniority bonus policy

- Suncare health insurance

- Employee recognition policy for contributions and performance

- Annual bonuses, gifts, and appreciation programs for holidays and Tet (Lunar New Year)

- Strong knowledge of PMS (e.g., OPERA, MSC) and reservation systems

- Good command of English; additional languages are a plus

- Strong leadership, training, and team management skills

- Experience in inventory control, overbooking management, and guest service

- Proficient in MS Office (Excel, Outlook, Word)

- Detail-oriented, organized, and able to work under pressure

- Understanding of revenue reports and cost control

- High level of professionalism and guest-focused mindset

- Familiar with luxury hospitality standards