Reservation Supervisor / Giám sát đặt phòng

Reservation Supervisor leads the day-to-day operations of the Reservation Department, ensuring maximum occupancy and revenue are achieved through efficient management of room inventory across all channels. This role requires expert-level proficiency in OPERA PMS and SiteMinder Channel Manager to oversee rate strategies, allotments, and distribution. Supervisor is responsible for the team's accuracy, performance, and delivering a seamless booking experience.

Key Responsibilities

1. System & Inventory Management

Serve as the departmental expert and primary super-user for OPERA Property Management System (PMS), SiteMinder Channel Manager, and other relevant distribution platforms (e.g., Booking.com Extranet, Expedia Partner Central).

Manage and audit daily all room inventory, rates, restrictions, and allotments across all channels in OPERA and SiteMinder to ensure 100% accuracy and prevent overbookings or rate discrepancies.

Implement and maintain rate strategies, packages, and promotions in all systems in coordination with the Revenue Management team.

2. Team Leadership & Operations

Supervise, train, and schedule the Reservation Agents (if any). Monitor the quality of calls and emails, ensuring all inquiries and bookings are handled professionally, accurately, and in a timely manner.

Oversee the processing of all reservations (individual, group, corporate), modifications, and cancellations. Ensure proper deposit collection and billing instructions are followed.

Generate and analyze daily, weekly, and monthly reservation reports (pick-up, source of business, denials, etc.) to support forecasting and decision-making.

3. Guest Service & Coordination

Handle complex reservation inquiries, VIP arrangements, and resolve any booking-related issues or complaints escalated by the team.

Act as the key liaison between Reservations and other departments (Front Desk, Sales, Revenue, Housekeeping) to ensure smooth communication and operational flow.