Reservations Supervisor

Job Description – Reservations Supervisor

• Supervise the daily operations of the Reservations Department, ensuring all enquiries are handled accurately and promptly.

• Process individual and group reservations in accordance with Accor standards and hotel policies.

• Coordinate group bookings, including room blocks, rooming lists, contract rates, billing instructions, pick-up, cancellations, release dates, and special requests.

• Liaise with Sales, Revenue, Front Office, Housekeeping, and Finance to ensure seamless coordination of group reservations.

• Ensure all reservation details, payment guarantees, and billing instructions are accurate and properly documented.

• Monitor room inventory, group blocks, and stop-sell restrictions to maximize occupancy and revenue opportunities.

• Maintain a proactive selling approach by promoting upselling opportunities and supporting revenue optimization.

• Review daily arrivals to ensure the accuracy of rates, market segments, guest profiles, and reservation details.

• Handle group billing enquiries, reservation escalations, VIP bookings, and guest complaints professionally.

• Prepare reservation and group reports as required and assist with forecasting and inventory management.

• Train and support Reservations Agents while ensuring compliance with Accor standards and departmental procedures.

• Deliver exceptional guest service in line with Accor's Heartist values and perform any other duties assigned by management.

• Minimum of 2 years' experience in a hotel reservations role, including at least 1 year in a supervisory capacity.

• Previous experience with Accor is preferred.

• Strong knowledge of Opera Cloud (Opera PMS), Microsoft Office applications, and Accor systems such as Resaweb, ACDC, and FASTCOM.

• Experience in handling both individual and group reservations within a hotel environment.

• Good understanding of revenue management principles, inventory control, and reservation procedures.

• Excellent communication, interpersonal, organizational, and negotiation skills, with the ability to build effective working relationships.

• Ability to work independently, demonstrate initiative, multitask, and adapt to changing business needs.

• Multicultural awareness with the ability to work effectively in a diverse team environment.

• Flexible to work a variety of shifts, including weekends and public holidays, as required.

• Fluent in spoken and written English; additional language skills are an advantage.

Prior experience working with Opera or a related system

Strong interpersonal and problem solving abilities

Fluency in Arabic, additional languages are a plus