Reservations Supervisor

Reservations Supervisor

At Raffles, every guest experience begins before arrival. We are looking for a Reservations Supervisor who will lead the team in handling enquiries with care, accuracy and a personal touch, turning each opportunity into a seamless booking experience.

• Supervise the daily work of the Reservations team, ensuring all enquiries are handled promptly and professionally.
• Personally manage reservation enquiries and bookings, offering thoughtful recommendations, capturing guest preferences and ensuring every detail is accurately recorded.
• Coach new and existing colleagues to strengthen their reservation, sales and guest communication skills.
• Resolve guest concerns positively, protecting both guest satisfaction and hotel revenue.
• Plan team schedules to ensure calls are answered promptly and booking opportunities are captured.
• Track call volume and conversion, and report results daily, weekly and monthly.
• Prepare reports in line with hotel standards and support the Director of Revenue Management with updates to reservation, property management and revenue management systems.
• Maintain accurate records and administration procedures. Ensure reservations and requests are confirmed within 24 hours, validate no-show charges for Finance, and keep correspondence and filing up to date.
• Monitor incentive programmes, report their results and ensure the rules are applied consistently

Qualifications

• Previous experience in hotel reservations, ideally in a luxury hospitality environment.

• Experience supervising, coaching or training reservations colleagues.

• Strong knowledge of reservation procedures, room categories, rates and booking channels.

• Confident use of reservation and property management systems; familiarity with revenue management systems is an advantage.

• A sales-focused approach, with the ability to convert enquiries into bookings while delivering thoughtful, personalized service.

• Strong organizational skills and attention to detail when managing bookings, reports and schedules.

• Excellent communication and problem-solving skills, including the ability to resolve guest concerns with care and discretion.

• Fluency in spoken and written English; additional languages are an advantage.

• Additional Information

Employee Benefits:

• Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits like medical care, commuting allowance, Multisport cards and others.

• Our Values

Respect:

• We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:

• We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:

• We celebrate our differences. We support each other and we always stand together.

Empowerment:

• We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:

• We build trust through mutual respect and being authentic

• Diversity & Inclusion

• Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.