Reservation Supervisor

This fully remote role is perfect for hospitality professionals with hotel reservations or front desk experience, ready to apply their skills in a supervisory capacity.

As the Reservations Supervisor, you will oversee and actively participate in daily booking operations while leading a team to ensure smooth guest interactions. You’ll be the first point of contact for guests—from initial booking inquiries to post-checkout reviews—and a key problem-solver for any challenges that arise.

Key Responsibilities

Team Supervision

• Manage and oversee the reservations team, ensuring daily tasks are completed efficiently.
  
• Train, mentor, and motivate team members to deliver exceptional guest service.
  
• Collaborate with management to improve workflows and implement solutions to challenges.
  

Guest Management

• Respond to inquiries via email, SMS, and phone (Booking.com and Airbnb Extranet).
  
• Coordinate check-ins and check-outs, including guest calls before arrival and follow-up interactions.
  
• Address guest complaints, special requests, and emergencies with professionalism and empathy.
  
• Ensure reviews are managed and feedback is addressed constructively.
  

Reservations & Payments

• Process and update bookings across platforms, including payments and invoices (Booking.com, Airbnb).
  
• Manage failed virtual card payments and allocate funds via Xero, Airbnb, and PayPal.
  
• Follow up on outstanding payments (deposits or full balances).
  

Operational Management

• Raise and track maintenance jobs for guest issues.
  
• Handle relocation of bookings as needed during emergencies.
  
• Maintain strong relationships with contractors, ensuring service levels are upheld.
  

Finance & Reporting

• Upload and manage receipts (AMEX, Barclay) in Dext.
  
• Regularly review performance metrics and suggest improvements to enhance operations.
  

Requirements

What We’re Looking For

• Experience:
  

  • Minimum 2 years as a reservations supervisor or front desk manager in the hospitality industry - Huge plus if you've done this for a UK company/ are familiar with the South of England as all 100 properties are based there.
    
  • Hands-on experience managing bookings, check-ins, and guest complaints.
    

• Skills & Qualities:
  

  • Exceptional customer service skills and a proactive problem-solving mindset.
    
  • Strong communication and leadership abilities.
    
  • Attention to detail and ability to thrive in a fast-paced, remote environment.
    
  • Knowledge of Booking.com, Airbnb, and related platforms is advantageous.
    

• Key Attributes:
  

  • Self-motivated and independent, ready to take ownership of your role.
    
  • A creative thinker who can collaborate effectively to find solutions.
    
  • Passionate about hospitality and delivering memorable guest experiences.
    

Benefits