As Reservations Supervisor, you will lead the day-to-day operations of the reservations team, ensuring all bookings are handled with accuracy, efficiency, and the highest level of luxury service. You will oversee room inventory and rate management, support revenue optimization through effective upselling, and act as a key point of contact for VIP guests and travel partners. In this role, you will mentor and guide the reservations team, uphold company and quality standards, and deputize for the Reservations or Revenue Manager when required.

Duties and Responsibilities

• Ensure accurate and complete entries in HMS, maintaining data quality, correct market segmentation, and compliance with company standards, credit/cancellation policies, and PCI requirements.

• Handle incoming enquiries (telephone, email, correspondence) in a friendly, timely, and professional manner, ensuring responses within 24 hours and sending confirmations according to MOHG quality standards.

• Manage VIP bookings and special requests efficiently, ensuring seamless communication with Front Office for smooth check-ins/outs.

• Maintain full knowledge of room types, rates (rack, negotiated, promotional), hotel facilities, packages, and competitor offerings; maximize conversion through upselling of rooms, Spa, restaurants, and transport services.

• Process and monitor travel agent bookings, vouchers, credit requests, and filing to ensure documentation is accurate and accessible.

• Attend and represent Reservations at daily hotel and departmental meetings; communicate key updates back to the team.

• Support Reservations & Revenue Manager in achieving departmental goals (LQA, upselling, data completeness, quality standards); deputize in their absence and assist with scheduling, holiday planning, and reporting.

• Contribute to team development by supporting colleagues, identifying training needs, and ensuring daily task lists are completed.

• Oversee rate loading, opening/closing of rates and availability, MO benefits, and ensure all stakeholders are informed of new packages.

• Assist with departmental growth by identifying challenges, opportunities, and process improvements.

Experience and Skill Requirements

• Bachelor’s degree (or equivalent college graduate).

• Minimum 1 year of relevant 5-star hotel experience as Front Office Supervisor or Reservations Agent; supervisory experience a plus.

• Strong communication skills (verbal, written, non-verbal) with professional business appearance and presentation.

• Quality-driven, highly organized, with strong administrative and interpersonal skills.

• Approachable, open-minded, and fair team player.

• Spanish and English verbal and written language skills, additional foreign language skills are advantageous.

• Experience with Infor HMS and SynXis is advantageous