Reservations Supervisor

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As the Reservations Supervisor, you will support in leading the reservations team to ensure seamless, efficient, and high-quality booking operations across both Raffles and Fairmont Doha. You will uphold our brand’s luxury standards by managing guest reservations with accuracy, professionalism, and a strong customer-centric approach. Your leadership will be key in driving revenue optimization and enhancing the overall guest journey from reservation to arrival.

Key Responsibilities:

• Supervise and coach the reservations team to maintain excellent service standards consistent with Raffles & Fairmont brand values.
• Manage all reservation activities, including phone, email, and online bookings, ensuring accuracy and timely responses.
• Monitor daily room inventory and collaborate with Revenue Management to optimize room allocation and maximize revenue.
• Handle complex or VIP guest reservations and resolve escalated issues with tact and efficiency.
• Train and develop reservations staff on systems (Opera PMS, SynXis, or other relevant platforms) and guest interaction protocols.
• Collaborate closely with Front Office, Sales, Marketing, and Revenue Management teams to ensure smooth communication and aligned strategies.
• Prepare regular reports on booking trends, cancellations, no-shows, and forecast accuracy to support business decisions.
• Ensure compliance with company policies, reservation procedures, and data privacy regulations.
• Stay updated on industry trends, competitor activity, and new reservation technologies to recommend improvements.

• Minimum 3 years’ experience in reservations or front office operations, preferably in luxury hotels and/or resorts
• Proven leadership experience managing a reservations or customer service team
• Excellent communication and interpersonal skills, with a professional and polished demeanor
• Proficiency in Opera PMS or similar reservation systems, and Microsoft Office
• Strong problem-solving skills and the ability to work well under pressure
• Fluent in English; Additional languages are advantageous
• Detail-oriented with a passion for delivering exceptional guest service
• Flexible to work shifts, including weekends and holidays as required