Cluster Reservation Supervisor – Ultra‑Luxury Hotel

About the role

The Cluster Reservation Supervisor leads the Reservations team of an ultra‑luxury hotel, ensuring every guest enquiry is handled with the highest level of service and converted into confirmed bookings. Reporting to the Reservations Manager, the role combines team supervision, operational oversight and close collaboration with sales, front‑office and outlet teams.

Key responsibilities

• Support the Reservations Manager in daily department operations and staff scheduling.
• Answer telephone enquiries, emails and messages promptly, aiming to convert each contact into a booking.
• Process all reservations – rooms, restaurants, wholesale and OTA – within defined time‑frames and ensure accurate entry in the PMS/CRS.
• Verify payment methods, enforce cancellation policies and handle deposits, rebates, no‑shows and related accounting tasks.
• Maintain up‑to‑date knowledge of hotel products, outlet promotions and new rate packages, communicating them to the team.
• Provide onboarding and ongoing training for reservation agents and keep training records.
• Prepare weekly/monthly reports, work rota and payroll in the absence of the Assistant Reservations Manager.
• Ensure filing standards, SOP documentation and proper use of the table‑management system.

Required profile

• Proven experience in hotel reservations or a similar front‑office environment.
• Strong attention to detail and ability to work under tight time constraints.
• Excellent written and spoken English with flawless grammar.
• Leadership qualities with a focus on coaching and team development.
• Ability to handle confidential financial information responsibly.

Required skills

• Property Management System (PMS) operation.
• Central Reservation System (CRS) usage.
• Table Management System familiarity.