Reservations Supervisor

Located on the pristine shores of Phu Quoc Island, Rixos Phu Quoc is a luxury beachfront resort that brings the renowned Rixos all-inclusive hospitality experience to one of Vietnam’s most beautiful destinations. Combining world-class service, refined design, and vibrant lifestyle experiences, the resort offers guests an exceptional escape with premium accommodations, diverse culinary concepts, wellness facilities, and immersive entertainment.

As part of the globally recognized Rixos Hotels & Resorts, our team is dedicated to delivering outstanding guest experiences while fostering a dynamic and inspiring work environment. At Rixos Phu Quoc, we value passion, professionalism, and collaboration, empowering our colleagues to grow and thrive in a culture built on excellence in hospitality.

About the Role

Rixos Phu Quoc is seeking a dedicated Reservations Supervisor to support the daily operations of the Reservations Department. This role is responsible for supervising reservation agents, ensuring accurate and timely handling of bookings, and maintaining the highest standards of guest service while supporting the hotel’s revenue strategy.

Key Responsibilities

Reservations Operations

• Supervise the daily workflow of the Reservations team to ensure efficient handling of all reservation requests.

• Ensure reservation details such as guest information, room types, rates, and payment methods are accurate and properly recorded.

• Monitor response times to reservation inquiries via phone, email, and online channels.

• Review reservations for accuracy and ensure compliance with hotel policies and procedures.

• Assist with VIP, group, and special reservation requests when required.

Team Supervision

• Support the Reservation Team Leader in managing the Reservations team.

• Provide guidance and on-the-job training to Reservation Agents.

• Assist in maintaining high service standards and team productivity.

• Help foster a positive and collaborative work environment.

Sales & Revenue Support

• Promote a proactive sales attitude when handling reservation inquiries.

• Assist in implementing rate strategies, promotions, and upselling opportunities.

• Ensure team members are informed about current offers, packages, and hotel updates.

Administration & Coordination

• Assist with reservation reports, data tracking, and documentation.

• Coordinate with Front Office, Sales, and other departments to ensure smooth guest arrivals and accurate reservation handling.

• Maintain confidentiality of guest and hotel information.

Compliance & Quality

• Ensure compliance with hotel policies, procedures, and service standards.

• Support the implementation of ISO Integrated Management System requirements including quality, health & safety, environmental, and guest satisfaction initiatives.

• Minimum 2 years experience in Reservations within a 4 or 5-star hotel environment

• Previous supervisory or senior reservations experience preferred

• Strong English communication skills (written and verbal)

• Good knowledge of hotel reservation systems and MS Office

• Excellent attention to detail and organizational skills

• Strong teamwork and problem-solving abilities

• Professional, guest-focused, and service-oriented attitude

What We’re Looking For

• A proactive leader with strong integrity and professionalism

• Someone who thrives in a fast-paced hospitality environment

• A team player who values collaboration and guest satisfaction

• A professional committed to continuous improvement and service excellence