Reservation Supervisor

1 day ago

Bali, Indonesia OXO Group Indonesia Full time

Job Overview

The Reservation Supervisor at OXO Hospitality Management plays a crucial role in managing the reservations team and ensuring exceptional guest experiences from the first point of contact. This position requires excellent communication skills, a strong sales mindset, and the ability to lead a team in delivering outstanding service while maximizing revenue opportunities.

Key Responsibilities

  • Team Leadership:
     Supervise and mentor the reservations team, ensuring high performance standards and professional development.
  • Guest Communication:
     Handle guest inquiries with exceptional communication skills, building rapport and trust from initial contact through confirmation.
  • Upselling & Revenue Optimization:
     Identify opportunities to upsell room categories, packages, and additional services to maximize revenue while enhancing guest satisfaction.
  • Reservation Management:
     Oversee all reservation processes, ensuring accuracy, efficiency, and adherence to company policies.
  • Sales Collaboration:
     Work closely with the Sales Team OHM to convert inquiries into confirmed bookings and support sales initiatives.
  • Quality Assurance:
     Monitor calls and correspondence to ensure communication quality, proper upselling techniques, and adherence to brand standards.
  • Problem Resolution:
     Handle complex guest requests and complaints with professionalism, turning challenges into opportunities for exceptional service.
  • Performance Tracking:
     Monitor key metrics including conversion rates, upselling success, and team performance.
  • Training & Development:
     Conduct regular training sessions on communication techniques, sales strategies, and system updates.

Required Skills & Qualifications

  • Exceptional Communication Skills:
     Outstanding verbal and written communication abilities with a persuasive and engaging style.
  • Sales Expertise:
     Proven track record in upselling and converting inquiries into sales with natural sales acumen.
  • Leadership Experience:
     Minimum 3-5 years of supervisory experience in hospitality or customer service roles.
  • Customer Service Excellence:
     Strong commitment to delivering personalized, memorable guest experiences.
  • Technical Proficiency:
     Experience with property management systems, booking platforms OTA, and CRM tools.
  • Multilingual Ability:
     Proficiency in English required; additional languages are a strong advantage.
  • Problem-Solving Skills:
     Ability to think quickly and resolve issues effectively under pressure.
  • Attention to Detail:
     Meticulous approach to managing reservations and ensuring accuracy.

Key Performance Indicators

  • Conversion rate from inquiries to confirmed bookings
  • Upselling success rate and revenue generated
  • Guest satisfaction scores
  • Team productivity and performance metrics
  • Response time to guest inquiries

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