At Raffles, every guest experience begins before arrival. We are looking for a Reservations Supervisor who will lead the team in handling enquiries with care, accuracy and a personal touch, turning each opportunity into a seamless booking experience.
- Supervise the daily work of the Reservations team, ensuring all enquiries are handled promptly and professionally.
- Personally manage reservation enquiries and bookings, offering thoughtful recommendations, capturing guest preferences and ensuring every detail is accurately recorded.
- Coach new and existing colleagues to strengthen their reservation, sales and guest communication skills.
- Resolve guest concerns positively, protecting both guest satisfaction and hotel revenue.
- Plan team schedules to ensure calls are answered promptly and booking opportunities are captured.
- Track call volume and conversion, and report results daily, weekly and monthly.
- Prepare reports in line with hotel standards and support the Director of Revenue Management with updates to reservation, property management and revenue management systems.
- Maintain accurate records and administration procedures. Ensure reservations and requests are confirmed within 24 hours, validate no-show charges for Finance, and keep correspondence and filing up to date.
- Monitor incentive programmes, report their results and ensure the rules are applied consistently