Reservations Supervisor

Reservations Agent

Department: Reservations

Reporting To: Revenue Manager

Job Purpose

To manage all accommodation enquiries and bookings efficiently, maximising room revenue while delivering a high standard of guest service. The Reservations Agent plays a key role in converting enquiries, maintaining accurate data, and supporting overall revenue strategy.

Key Responsibilities

Reservations \& Sales

• Handle all reservations enquiries via phone, email, and online channels in a timely and professional manner


• Convert enquiries into confirmed bookings, maximising occupancy and ADR


• Upsell room categories, packages, and add\-ons in line with revenue strategy


• Input and manage reservations accurately within the PMS (e.g. Guestline/Reslynx)


• Maintain up\-to\-date knowledge of rates, availability, promotions, and hotel facilities

• Follow rate strategy and guidelines set by the Revenue Manager


• Ensure correct rate application and avoid undercutting or rate discrepancies


• Monitor booking channels and highlight any parity issues or anomalies


• Assist in managing room allocations, overbookings, and inventory controls

• Provide a warm, professional, and knowledgeable service to all guests


• Handle special requests and ensure they are communicated to relevant departments


• Assist with pre\-arrival planning and guest queries


• Manage complaints or issues in a prompt and professional manner, escalating where necessary

• Maintain accurate guest profiles and reservation records


• Process payments, deposits, and confirmations in line with hotel policies


• Liaise with Front Office, Sales, Events, and Housekeeping to ensure smooth operations


• Support group bookings and coordinate with the Sales \& Events team


• Ensure compliance with GDPR and data protection policies

• Strong communication and interpersonal skills


• Sales\-focused with the ability to upsell and convert enquiries


• High attention to detail and accuracy


• Strong organisational and time management skills


• Ability to work under pressure in a fast\-paced environment


• Good systems knowledge (PMS, booking engines, OTA extranets)

• Previous experience in a hotel reservations or front office role preferred


• Knowledge of PMS systems (e.g. Guestline/Reslynx) desirable


• Understanding of revenue management principles is an advantage


• Flexible with working hours, including weekends and evenings

• Conversion rate of enquiries to bookings


• ADR and upselling performance


• Accuracy of reservations and data entry


• Response times to enquiries


• Guest satisfaction and feedback

Work Location: In person

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