Revenue & Reservations Supervisor - Franschhoek

About

• Luxury hospitality portfolio offering sophisticated escapes and unique guest experiences, with dynamic career opportunities for positive, vibrant and energetic individuals.
• The Revenue and Reservations Supervisor leads the reservations team and oversees booking operations across all channels. The role supports service quality, efficient guest communication, accurate inventory and rate control, revenue optimisation, management reporting, and effective coordination with Front Office and Sales.

Location: Franschhoek

Main Responsibilities

• Ensure all revenue streams and technical systems are optimised to maximise profitability.
• Create, interpret and forecast revenue reports in the absence of the Revenue Manager.
• Supervise, train and coach reservation agents to maintain a 95% service quality benchmark and efficient call and email response times.
• Oversee daily processing of individual and group bookings, block arrangements, amendments and cancellations across all channels.
• Monitor room availability, rates and channel allocations (OTAs, GDS and direct) to optimise occupancy and average daily rate (ADR).
• Prepare group and conference quotes.
• Compile daily, weekly and monthly pickup, forecasting and no-show reports for management review in the absence of the Revenue Manager.
• Work closely with Front Office and Sales teams to communicate VIP arrivals, special guest requests and group rooming lists.
• Maintain strict guest confidentiality.

Experience and Skills

• Previous experience working as a Revenue and Reservations Supervisor in a hotel environment.
• Protel PMS experience would be beneficial.

Inherent Requirements

• Matric Certificate.
• Strong system knowledge.
• Strong leadership skills.
• Meticulous attention to detail with a strong focus on the guest experience.
• Personal and professional integrity of the highest standard.
• Preference will be given to candidates from Franschhoek and neighbouring areas.

About the Role

Our client, a leading hotel chain with a strong presence in South Africa, is seeking a meticulous and customer-focused Group Reservations Supervisor to manage large-scale booking inquiries. This position is entirely remote, allowing you to excel in a dynamic virtual environment. You will be responsible for overseeing the group reservations process, ensuring accurate booking entries, managing communication with group organizers, and coordinating with property-level teams to guarantee a seamless experience for large parties. The ideal candidate possesses exceptional organizational skills, a keen eye for detail, and a strong understanding of reservation systems and hospitality best practices. This is a remote-first role, supporting operations across properties, including those in **East London, Eastern Cape**. Your role will be critical in optimising occupancy and revenue for group bookings.

Key Responsibilities

• Supervise the team responsible for processing group reservations, ensuring accuracy and efficiency.
• Manage inquiries for large groups, conferences, and events, providing timely and professional responses.
• Ensure all group booking details are accurately entered into the Property Management System (PMS) and reservation software.
• Liaise effectively with event organizers, sales teams, and hotel front desk staff to confirm booking details, rooming lists, and special requests.
• Monitor group booking pace and inventory levels, communicating potential challenges to management.
• Assist in the development and implementation of group reservation policies and procedures.
• Train and mentor new reservations team members on systems, procedures, and service standards.
• Handle escalated group reservation issues and provide solutions to ensure guest satisfaction.
• Generate reports on group booking statistics, occupancy, and revenue.
• Maintain excellent communication and build strong relationships with internal stakeholders and external clients.

Requirements

• Proven experience in hotel reservations, with at least 2-3 years in a supervisory or team lead role.
• Strong knowledge of Property Management Systems (PMS) and reservation software (e.g., Opera, SynXis).
• Excellent understanding of group booking processes and room block management.
• Exceptional organizational skills and attention to detail.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-centric approach with a commitment to service excellence.
• Proficiency in Microsoft Office Suite, particularly Excel.
• Experience working in a fully remote or remote-first setting is required.
• Familiarity with the Eastern Cape tourism landscape is a plus.

Benefits

This role offers a competitive salary, performance-based incentives, flexible working hours, a remote work stipend, opportunities for professional development and training, and the chance to be part of a well-established and respected hospitality brand. You will contribute significantly to the smooth operation and revenue generation of group bookings from your home office.

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