Reservation Supervisor

• Supervise daily reservations operations, ensuring all enquiries and bookings are handled promptly, accurately and in line with brand standards
• Maintain clear and effective communication between Reservations, Front Office and key hotel departments
• Oversee daily administrative tasks, correspondence and reporting to ensure accuracy and completion
• Ensure compliance with Emergency Communication procedures, directing all media enquiries to the nominated spokesperson
• Monitor reservation payments, authority forms and chargeback processes, escalating issues to the Financial Controller when required
• Apply Elysium yield management practices and maintain awareness of competitor activity to support revenue performance
• Drive upselling initiatives and oversee the management of no-show bookings in line with hotel policies
• Support, coach and guide Reservations Agents, assisting with group bookings and complex transactions as required
• Ensure adherence to the Resavision Program, Elysium brand standards and LQA audit requirements
• Undertake other duties as directed by the Reservations Manager or senior leadership team

• Proven experience in hotel reservations or front office operations, with previous supervisory or senior agent experience preferred
• Strong knowledge of reservations systems, yield management principles and booking channels, ideally within an Accor or similar luxury hotel environment 
• Confident communicator with the ability to liaise effectively with Front Office, Revenue, Sales and other key stakeholders with Opera PMS
• Guest-focused mindset with a strong attention to detail and commitment to service excellence
• Commercially minded, with the ability to identify upselling opportunities and support revenue performance
• Organised and adaptable, able to manage competing priorities in a fast-paced environment
• Natural team leader who enjoys coaching, supporting and developing team members
• High level of professionalism with the ability to maintain brand standards and contribute to successful audit outcomes

Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus