Reservation Supervisor – Hotel Booking & Guest Services

About the role

We are looking for a Reservation Supervisor to lead our reservation team and ensure seamless coordination with the sales department. The role focuses on managing booking inquiries across multiple channels, maintaining high service standards, and supporting the operational team.

Key responsibilities

• Supervise and coordinate the reservation team’s daily activities and liaise with the sales department.
• Handle external booking platforms such as channel managers, web booking engines, rate comparison tools, and OTA extranets.
• Verify that all reservation requests are processed according to hotel standards and that confirmation letters are sent promptly.
• Respond to guest phone calls, emails, social‑media messages and live chat inquiries, providing clear information and qualified leads.
• Maintain and update the CRM system (Bitrix24) and the Property Management System (PMS) with accurate reservation data.
• Upsell rooms, packages and special events, and follow up on leads throughout the booking lifecycle.
• Collaborate with other hotel departments to ensure smooth and coordinated operations.

Required profile

• Proven experience in hotel reservations or a similar hospitality booking environment.
• Strong attention to detail and ability to work under tight deadlines.
• Excellent communication skills for interacting with guests and internal teams.
• Ability to manage multiple booking channels simultaneously.

Required skills

• Channel Manager platforms
• Web booking engines
• Rate comparison tools
• OTA extranets
• Bitrix24 CRM
• Hotel Property Management System (PMS)