Reservations Supervisor

Position Overview

The Reservations Supervisor will manage all aspects of room reservations including ensuring the accuracy of room blocks, processing reservation requests, changes, and cancellations via phone, fax, or mail. This role involves clearly communicating company values and culture to new team members and reviewing and implementing updated reservation procedures. The supervisor is responsible for identifying guest needs and matching them with appropriate room categories, verifying room availability and rates, and explaining guarantee, special rates, and cancellation policies to inquirers.

Key Responsibilities

• Oversee the accuracy of room blocks, reservations, and group market codes.
• Communicate company culture and values to new employees.
• Implement new reservation procedures as they are established.
• Process reservation requests, modifications, and cancellations efficiently.
• Identify guest needs and select suitable room types accordingly.
• Verify room availability and rate details for guests.
• Explain policies related to guarantees, special rates, and cancellations to callers.
• Accommodate and properly document special guest requests.
• Provide accurate information about property facilities, services, and room accommodations.
• Use sales techniques aimed at maximizing revenue.
• Enter and retrieve data within the reservation system.
• Address challenges in fulfilling room requests and escalate unresolved issues appropriately.
• Set up correct billing accounts per Accounting policies.
• Resolve guest concerns and document all issues thoroughly.

Qualifications and Experience

The ideal candidate should hold a Diploma or Degree in Hospitality Management or a related field and possess a minimum of three years supervisory experience, with at least two years in a 5-star hotel environment.

Company Commitment

Marriott International is committed to equal employment opportunities, fostering a diverse and inclusive work culture where all associates are valued and supported. The organization strongly prohibits discrimination on any protected grounds including disability and veteran status.

Work Environment

JW Marriott, part of Marriott’s luxury brand portfolio, promotes a supportive and innovative work environment where associates are empowered to deliver exceptional guest experiences. The company emphasizes holistic well-being and professional growth, offering training, development opportunities, and a strong sense of community among diverse coworkers.