Reservations Supervisor

Job Summary

The Reservations Supervisor is responsible for overseeing the daily operations of the reservations department to ensure accurate, efficient, and guest-focused handling of all room and package bookings. The role supports revenue optimization, supervises reservations staff, and ensures that reservations processes align with the resort’s health, wellness, and service standards.

Key Responsibilities Reservations & Operations

• Supervise daily reservations activities, including room, package, retreat, and wellness program bookings
• Ensure all reservations are accurately entered, confirmed, and maintained in the System
• Monitor availability, rate plans, packages, and booking conditions in coordination with Revenue and Front Office teams
• Handle VIP, group, and long-stay reservations
• Ensure special guest requirements (wellness preferences, dietary needs, medical notes where applicable) are properly recorded and communicated

Guest Experience

• Provide professional and timely responses to reservation inquiries via phone, email, and online channels
• Ensure all guest interactions reflect the resort’s health, wellness, and luxury service philosophy
• Resolve reservation-related issues or complaints promptly and courteously
• Coordinate with Spa, Wellness, Medical, and Operations teams to ensure seamless guest experiences

Team Supervision

• Supervise, train, and motivate Reservations Agents
• Prepare duty rosters and ensure adequate staffing coverage
• Monitor team performance and ensure adherence to SOPs and service standards
• Assist with onboarding and ongoing training of new team members

Revenue & Reporting

• Support revenue optimization by upselling room categories, wellness packages, and add-on services
• Monitor booking pace, cancellations, no-shows, and conversion rates
• Prepare daily, weekly, and monthly reservations reports for management
• Ensure compliance with rate parity and booking policies

Policies & Compliance

• Ensure compliance with company policies, UAE regulations, and data privacy standards
• Maintain accurate guest records and ensure confidentiality of personal and medical-related information

Qualifications & Requirements

• Diploma or Bachelor’s degree in Hospitality Management or related field
• Minimum 2–3 years’ experience in hotel/resort reservations, with at least 1 year in a supervisory role
• Excellent communication skills in English (additional languages are an advantage)
• Strong leadership, organizational, and problem-solving skills

Job Type: Full-time