Reservation Supervisor at Ziba Beach Resort

Job Purpose

The Reservation Supervisor oversees the daily operations of the Reservations Department, ensuring efficient reservation handling, high conversion rates, booking accuracy, and exceptional guest service. The role provides leadership, training, and operational coordination to maximize occupancy and revenue while maintaining Ziba Beach Resort’s premium hospitality standards.

Key Responsibilities

Team Leadership & Supervision

• Supervise, train, and support Reservation Executives.
• Monitor staff performance, productivity, and adherence to SOPs.
• Conduct daily briefings and provide ongoing coaching.
• Ensure adequate staffing coverage for reservation operations.

Reservation Operations

• Oversee all reservation activities across phone, email, WhatsApp, social media, OTAs, and direct booking channels.
• Ensure reservations are processed accurately and updated in real time.
• Monitor room availability, occupancy levels, and booking trends.
• Handle complex reservations, group bookings, VIP requests, and escalated guest concerns.

Revenue & Occupancy Management

• Drive booking conversion and upselling performance.
• Support implementation of pricing strategies, promotions, and seasonal packages.
• Collaborate with Sales and Marketing teams to maximize room revenue and occupancy.
• Analyze booking patterns and provide recommendations to improve performance.

Guest Experience & Coordination

• Ensure all guest interactions reflect Ziba’s luxury hospitality standards.
• Coordinate with Front Office, Housekeeping, and other departments to ensure seamless arrivals and room readiness.
• Resolve guest complaints related to reservations promptly and professionally.

Administration & Reporting

• Review daily arrival/departure reports and reservation summaries.
• Ensure compliance with payment procedures, data privacy regulations, and company policies.
• Prepare departmental performance reports, including occupancy, conversion rates, and revenue metrics.
• Maintain accurate reservation records and audit booking data regularly.