Reservation Supervisor

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

Reporting to the Reservation Manager, the Reservation Supervisor orchestrates the daily reservations operation—ensuring every enquiry is handled promptly, inventory and systems remain pristine, and the team is inspired to anticipate and surpass guest expectations—thereby converting each opportunity into optimal room revenue while exemplifying Fairmont’s signature service.

Responsibilities

Reservations Operations

• Allocate and monitor all calls, e-mails and tasks, to guarantee response times and brand scripting standards are met.

• Verify accuracy of booking (dates, rates, market codes, payment method); correct discrepancies immediately.

• Maintain room inventory in OPERA / TARS: action wait-lists, release out-of-order rooms, and apply approved upsell supplements.

• Keep rate and availability parity across all channels; flag anomalies to the Reservation Manager or Revenue team.

• Prepare daily Arrival & VIP reports; coordinate pre-registration and special requests with Front Office.

Guest Experience & Complaint Handling

• Act as the first escalation point for complex, high-value, or time-sensitive reservation issues.

• Resolve guest concerns promptly and professionally, documenting cases for continuous improvement.

• Consistently promote ALL – Accor Live Limitless benefits, upgrades, and ancillary services to drive loyalty and upsell revenue.

• Inspire the team to go above and beyond: capture personal details, identify opportunities for thoughtful gestures (e.g., birthday amenities, special greetings), and proactively relay guest preferences to Front Office, Housekeeping, and F&B so every stay feels personalized and exceeds expectations.

Commercial Focus

• Track booking pace, pick-up, no-shows, and cancellations; highlight trends or opportunities to the Reservation Manager and Revenue team.

• Compile daily and month-end reports.

• Capture group or corporate leads uncovered during calls and forward to Sales.

Systems & Procedures

• Ensure correct daily usage of all reservations systems and tools; report technical issues promptly.

• Uphold data-privacy, PCI, and internal audit standards.

• Suggest workflow improvements and process efficiencies to the Reservation Manager.

Knowledge and Experience

• College diploma or above.
• Proven experience in luxury hotel reservations.
• Strong verbal and written English; Vietnamese advantageous.

• Sound understanding of basic revenue-management principles (BAR, LOS controls, yielding).

Competencies

• Meticulous attention to detail and numerical accuracy.

• Confident communicator who inspires and coaches a small team.

• Guest-centric mind-set with strong problem-solving skills.

• Resilient under pressure and adept at multitasking.

• Discreet and trustworthy in handling sensitive guest and financial data.