Reservations Supervisor

Reservations Supervisor

Job Title: Reservations Supervisor

Role Summary

The Reservations Supervisor is responsible for managing all room reservations, distribution channels, and booking accuracy to maximise occupancy, revenue, and guest satisfaction. This role sits at the centre of the hotel’s commercial engine and ensures that every room night is sold at the right price, through the right channel, with zero errors.

The Reservations Supervisor also leads day-to-day reservation activity across online travel agents (OTAs), direct bookings, tour operators, and group bookings, while providing excellent service to guests before arrival.

Key Responsibilities

Reservations & Revenue Control

Manage all room reservations across PMS, OTAs, tour operators, and direct channels

Ensure rates, availability, and restrictions are accurate at all times

Monitor daily pickup, cancellations, no-shows, and overbooking risks

Yield rates in line with demand, seasonality, and occupancy targets

Load and maintain rate plans, packages, promotions, and blackout dates

Distribution Channels

Manage Booking.com, Expedia, TUI, Agoda, Airbnb, and hotel website bookings

Ensure channel parity and prevent undercutting

Monitor commissions and ensure correct billing

Resolve booking errors, duplicate bookings, or channel disputes

Guest Communication

Handle all reservation enquiries by phone, email, WhatsApp, and online

Upsell room upgrades, longer stays, and add-ons

Send confirmations, payment links, and pre-arrival information

Handle special requests such as late arrivals, family rooms, and mobility needs

Group & Tour Operator Bookings

Manage allotments, contracts, and release dates

Coordinate group bookings with Front Office and Housekeeping

Ensure correct rooming lists, deposits, and invoicing

Financial & Data Accuracy

Ensure all reservations are correctly priced and charged

Verify deposits, pre-payments, and credit card guarantees

Run daily and weekly reservation and pickup reports

Flag discrepancies between PMS and OTA extranets

Team & Process Management

Train and support reservation agents or front desk staff on bookings

Create standard operating procedures for reservations

Support Front Office with forecasting and room control

Key Performance Indicators

Occupancy rate

ADR and RevPAR

Cancellation and no-show rate

Booking errors and overbooking incidents

Direct booking growth

Guest satisfaction before arrival

Required Skills & Experience

Experience in hotel reservations or front office, preferably in a Caribbean or resort setting

Strong knowledge of PMS systems and OTA extranets

Excellent communication skills, written and verbal

Strong attention to detail and ability to work with numbers

Ability to upsell and close bookings

Organised, reliable, and calm under pressure

Working Conditions:

Shift-based including weekends and holidays

Office and front desk based

Fast-paced, revenue-driven environment