Reservations Supervisor

In brief

**Overview** This role is for a Reservations Supervisor at Hilton, focusing on delivering memorable hospitality experiences and brightening guests' days. The supervisor is responsible for overseeing daily reservations operations and contributing to the overall guest experience through effective management of reservations processes. **What you will do** * **Groups/Events Management**: Own the end-to-end group reservations process, including initial block set-up, rooming list management, amendments, and final departure reconciliation. Prepare and finalize all Group Resumes, ensuring accurate and complete operational details are handed over to the Operations Team. Liaise closely with the Sales, Events, and Commercial teams to ensure group blocks are accurately loaded, tracked, and updated in line with contracted terms and cut-off dates. Manage group inventory and rooming lists with a high level of accuracy, proactively flagging pick-up risk, attrition, or contractual discrepancies. Act as the key point of contact for group bookers and travel partners on reservations-related queries, ensuring a smooth and professional guest journey from booking through to arrival. Coordinate meetings, conferences, and events, acting as the main client contact. Liaise with clients on menus, timings, setups, equipment, and special requests. Prepare and issue Event Orders, ensuring accurate communication to relevant teams. Coordinate with Food & Beverage and Operations to ensure smooth event delivery. Follow up on final requirements and communicate any changes promptly. Manage and confirm final client payments, ensuring accurate records and handover. * **Production Segment Development**: Build and maintain relationships with film, television, and content production companies, production houses, agencies, and location partners, positioning the hotel as a preferred accommodation partner. Identify and convert accommodation opportunities across cast, crew, technical teams, and production executives, with particular focus on extended stays and project-based business. Track upcoming Film & TV productions and filming activity in Cape Town, proactively targeting opportunities and building a strong production pipeline. Work closely with the wider commercial team on production-specific rates, contracting, and account strategies to grow this segment and secure repeat business. * **Internal Process Management**: Own and continuously refine reservations Standard Operating Procedures (SOPs), ensuring the team's Property Management System (PMS) and Central Reservation System (CRS) workflows are accurate, efficient, and aligned to Hilton brand standards. Lead on training and onboarding of reservations agents on process, systems, and quality standards. Conduct regular quality checks on reservations accuracy (rate loading, guest profiles, special requests, billing instructions) to minimize revenue leakage and guest-experience errors. Identify and implement process improvements that reduce manual work and improve accuracy across the reservations function. * **Team & Commercial Support**: Provide day-to-day supervision and support to reservations agents, stepping in on complex or escalated bookings as needed. Act as a key link between Reservations and the Commercial team, ensuring group and production data flows cleanly into wider commercial decision-making, including Request For Proposal (RFP) and rate strategy conversations. **Requirements (from the original advert)** * **Essential Skills & Experience:** * Minimum 2–3 years' experience in a hotel reservations environment, with direct exposure to group bookings and block management. * Proven experience with a hotel PMS and CRS (OnQ / OnQ Revenue & Inventory / PEP or equivalent Hilton systems strongly preferred; Opera experience also relevant). * Strong working knowledge of GDS booking channels and OTA extranets. * Advanced Excel skills, including pivot tables, VLOOKUP/XLOOKUP, and the ability to build and maintain clean production and pace reports. * Solid grasp of core hospitality revenue concepts, including ADR, RevPAR, occupancy, and pace, sufficient to interpret and contribute to production reporting. * Excellent written and verbal communication skills, with the confidence to liaise directly with travel partners, group bookers, and senior stakeholders. * **Advantageous Capabilities and Distinctions:** * Knowledge of hotel property management systems. * Previous experience in the Reservations/Sales function within the hotel/leisure sector. * Relevant degree or other qualification in a business discipline. **Who should apply** This role is for an individual who is locally curious, personality-driven, and takes genuine pride in representing the Longkloof neighbourhood to guests. The ideal candidate is organised and process-minded, but also comfortable adapting quickly when group or production needs shift. They should be a natural collaborator, equally comfortable working closely with the Reservations Manager on daily operations and with the Commercial Director on production insight. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/reservations-supervisor-hilton-1 Source: myjobmag

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At a glance

• At least 2 years of experience.

• Microsoft Excel

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