Position scope:
The F&B and Groups Supervisor is responsible for coordinating and improving accommodation and Food & Beverage (F&B) group reservation processes at Cape Grace, ensuring accuracy, quality assurance, contractual compliance and consistent service delivery.
The role focuses on overseeing group reservation administration, reviewing quotations and contracts, monitoring deadlines and payment requirements, maintaining Standard Operating Procedures (SOPs), and providing training and technical guidance to colleagues.
Working collaboratively with the other Reservations Supervisors, F&B Management Team and the Reservations Management Team, the position promotes best practices, identifies operational gaps and supports consistent departmental procedures. The role also assists with day-to-day FIT (individual) reservation tasks when required.
The position provides functional oversight of group reservation processes and quality standards but does not automatically carry line management or disciplinary authority over other supervisors.
Key Responsibilities
Group Reservations and Administration
- Coordinate group enquiries, quotations, bookings, confirmations, amendments, rooming lists and pre-arrival arrangements.
- Ensure reservation statuses, records, follow-ups and handovers are accurate and completed within required timelines.
- Liaise with Reservations, Sales, Revenue, Finance, Front Office, F&B and Events to ensure effective coordination.
- Identify operational challenges and escalate where necessary.
Quality Assurance and Contract Compliance
- Review group quotations, contracts, bookings and supporting documentation for accuracy.
- Verify rates, dates, inclusions, deposits, cancellation terms, attrition clauses and release deadlines.
- Correct discrepancies within delegated authority and escalate risks or matters requiring approval.
- Ensure compliance with hotel policies, contractual terms and departmental procedures.
SOPs, Processes and Continuous Improvement
- Develop, maintain and update SOPs, checklists and workflows for group reservations.
- Identify recurring errors, process gaps and inefficiencies, recommending improvements.
- Monitor adherence to procedures and support the implementation of approved changes and administrative controls.
Training, Coaching and Collaboration
- Provide training, coaching and technical guidance to colleagues handling group reservations.
- Promote consistent practices and provide constructive feedback to improve accuracy and efficiency.
- Collaborate with Reservations Supervisors and refer formal performance or disciplinary matters to the relevant line manager.
Financial Controls and Payment Monitoring
- Monitor group deposits, outstanding balances, payment deadlines and contractual conditions.
- Follow up on overdue payments and monitor cancellation, attrition and inventory release deadlines.
- Maintain accurate financial records and escalate potential revenue losses or compliance risks.
FIT Reservations Support
- Assist with individual (FIT) reservation enquiries, amendments, administration and quality checks when required.
- Provide operational support during peak periods or staff shortages while prioritising group reservation responsibilities.
Guest Service and General Responsibilities
- Maintain professional and timely communication with guests, agents, group organisers and colleagues.
- Maintain knowledge of hotel accommodation, F&B outlets, facilities and services.
- Protect confidential information and comply with hotel policies, safety standards and procedures.
- Attend relevant meetings and training sessions and perform other reasonable duties consistent with the position.