Reservations Supervisor

About SO/ Auckland

SO/ is a distinguished hotel collection inspired by fashion, recognized for its cutting-edge design and innovative luxury hospitality. Located in the center of Auckland's central business district, SO/ Auckland offers 130 stylish rooms over 16 floors with breathtaking views of Waitematā Harbour and the city.

Role Overview

The Reservations Supervisor position is a full-time role suited for individuals who excel in a dynamic hospitality setting. The successful candidate will demonstrate operational expertise, meticulous attention to detail, and a passion for delivering exceptional guest experiences. Responsibilities include managing individual, corporate, and group bookings, supporting Front Office functions, and contributing to revenue enhancement, ensuring each guest's journey is smooth and memorable. Collaboration across the broader Luxury & Lifestyle portfolio in Auckland is also a key aspect of the role.

Responsibilities

• Oversee daily operations of the Reservations department, efficiently handling all guest inquiries and bookings with professionalism.
• Administer individual, corporate, wholesale, and online bookings ensuring accuracy throughout the reservation process.
• Manage group bookings, emphasizing TAG business, ensuring effective handling of rooming lists, arrivals, billing, and special requests.
• Optimize hotel revenue by managing room inventory, occupancy levels, rates, and availability strategically.
• Collaborate closely with Front Office and operational teams to guarantee a seamless arrival process and superior guest service.
• Establish strong relationships with guests, travel partners, and internal teams to promote growth and satisfaction.
• Support the training and development of Reservations staff and Front Office team members.
• Maintain precise reservation records, guest profiles, reporting, and departmental communication.
• Work with Sales, Revenue, and Hotel Leadership to identify and seize opportunities for increasing occupancy and commercial results.
• Uphold SO/ brand excellence by delivering personalized luxury experiences throughout the guest journey.

Required Qualifications and Skills

• Previous experience in hotel Reservations, Front Office, Revenue, or Operations.
• Proficiency with Opera Cloud PMS or similar hotel reservation platforms.
• Sound knowledge of hotel distribution channels, inventory control, and rate-setting strategies.
• Experience in handling group bookings, especially within high-volume TAG business environments.
• Excellent attention to detail along with strong organizational and time management abilities.
• Effective written and verbal communication skills to foster interdepartmental relationships.
• Commercial acuity with understanding of metrics such as occupancy, ADR, RevPAR, and revenue management.
• Leadership experience with skills in training and developing team members.
• Flexibility to work on weekends and public holidays when required.
• Commitment to delivering premium guest experiences adhering to luxury hospitality standards.

Additional Information

• Access to Hero learning platform providing opportunities to earn while developing skills.
• Exclusive Accor ALL Heartist benefits including discounts on food, beverage, and accommodation worldwide.
• After one year of service, employees receive a complimentary one-night stay with breakfast.
• Complimentary meals provided during shifts.
• Accor parental leave policy offering up to 12 weeks paid leave for primary carers and up to 2 weeks for secondary carers.
• Wellbeing programs and access to Employee Assistance Program available.

Diversity and Inclusion

The company champions an inclusive workplace, committed to recruiting and supporting diverse talent. Reasonable adjustments during recruitment are available on request.