Reservations Supervisor

SO/ is a coveted collection of hotels rooted in the world of fashion, commanding attention with it’s avant garde design and creative approach to the world of luxury. SO/ Auckland is located in the heart of Auckland's CBD. With views of the Waitematā Harbour and city, across 16 floors and 130 design-led rooms.

We are currently look for a Permanent Full-Time (40 hours) Reservations Supervisor, who is hands on and has a keen eye for detail to help us deliver the best Guest Experience! We welcome you to join us in the front row at SO/ Auckland and become a part of Accor's lifestyle brand collective Ennismore!

• Assists in maximising room sales and revenue.
• Utilises and ensures effective selling and upselling techniques to generate maximum hotel revenue.
• Monitors and ensures all reservations are promptly and accurately input into the system and confirmed to guests/clients.
• Regularly reviews room and rate availability, hotel status, close-out dates, and overbooking situations.
• Maintains cooperation within and between other departments to ensure smooth operations.
• Informs or escalates critical situations (e.g., overbooking, system failure) to the Reservations Manager and consults with the team before making key decisions.
• Adheres to and enforces Reservations and Front Office systems, procedures, company standards, and policies.
• Provides support to Rooms & Front Office functions as needed.
• Regularly updates system data for contracts, rates, agreements, and guest/client information.
• Ensures thorough knowledge of hotel and guest room facilities/services and verifies reservations agents are equally informed.
• Observes and enforces proper telephone manners at all times.
• Monitors and coordinates group reservations activity in collaboration with the Sales Department and Revenue Manager.
• Follows up on tentative bookings and updates reservation statuses.
• Reviews no-shows and cancellations, processing charges per hotel policy.
• Completes tasks assigned by the Reservations Manager in a timely and efficient manner.
• Conducts daily briefings and debriefings with the reservations team and attends department meetings as assigned.
• Communicates clearly with guests, subordinates, superiors, and other department heads.
• Manages time effectively, meets deadlines, and proactively identifies and resolves issues.
• Provides assistance to ensure smooth and efficient operations.
• Engages professionally with guests, clients, business partners, and staff.
• Promotes the hotel by engaging with clients, guests, government officials, and key members of the community, and has experience working with and a comprehensive understanding of dignitaries, entertainment, and embassies.

• Holds a Bachelor's degree in Hospitality/Business Management, or a minimum of three years' experience in a Front Office/Reservations/Group & Events role, ideally within an upscale or lifestyle brand hotel.
• Proficient in entering and locating work-related information using computers and/or point-of-sale systems.
• Demonstrates a gracious, friendly, and fun demeanour.
• Computer literate with strong proficiency in ResaWeb, TARS, OperaCloud, ATACS, HotelLink, Microsoft suites, and Sharepoint.
• Exhibits advanced verbal and written communication skills in English.
• Builds and maintains positive, productive working relationships with colleagues and departments.
• Exceptional upselling and revenue generation abilities.
• Strong customer service and conflict resolution skills.
• Effective team collaboration and leadership experience.
• High attention to detail and ability to multitask under pressure.

SO/ BENEFITS

• Staff meal provided per shift
• Dry-cleaning of uniform
• International accommodation and retail discounts across varying Accor Hotels properties
• Family & Friends Hotel Discounts
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)
• Annual Salary of $62,400 in a Full Time permanent role – 40 hours guaranteed per week.

Our Commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.