Reservation Supervisor - Aliée Istanbul
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- Supervise and coordinate daily reservation operations to ensure efficient processes, accurate bookings, and exceptional guest experiences in line with Aliée's luxury service standards.
- Support the Reservations Manager in implementing reservation strategies to optimize room occupancy, maximize revenue, and enhance overall departmental performance.
- Monitor daily reservations, cancellations, amendments, no-shows, and booking trends to ensure accurate inventory management.
- Ensure all reservations are processed accurately and efficiently, including room types, rates, special requests, guest preferences, and payment details.
- Oversee room availability, inventory allocation, and rate accuracy across all distribution channels, including online travel agencies (OTAs), direct bookings, and corporate accounts.
- Coordinate closely with the Revenue Management, Front Office, Sales, and Guest Experience teams to ensure seamless communication and operational efficiency.
- Monitor booking channels and reservation systems to identify discrepancies and take corrective action when necessary.
- Handle guest inquiries, special requests, and reservation-related complaints professionally, ensuring prompt resolution and high levels of guest satisfaction.
- Supervise, guide, and support reservation agents in their daily activities, ensuring compliance with established procedures and service standards.
- Provide on-the-job training, coaching, and constructive feedback to reservation team members to continuously improve service quality and operational performance.
- Ensure all guest profiles are accurately maintained, regularly updated, and merged in accordance with hotel standards and data protection policies.
- Promote upselling and cross-selling opportunities to maximize room revenue while offering personalized recommendations tailored to guest preferences.
- Assist in preparing daily, weekly, and monthly reservation reports, including occupancy forecasts, booking pace, cancellations, and revenue performance.
- Monitor reservation trends, guest preferences, and market developments to support informed operational and commercial decisions.
- Ensure proper handling of VIP reservations, group bookings, special arrangements, and high-profile guest requests in coordination with relevant departments.
- Maintain an in-depth knowledge of the hotel's accommodation categories, facilities, services, packages, promotions, and reservation policies.
- Ensure effective communication between shifts and maintain accurate handover records to support uninterrupted reservation operations.
- Identify opportunities to improve reservation procedures, service efficiency, and guest satisfaction.
- Ensure compliance with the hotel's standard operating procedures (SOPs), quality standards, and brand guidelines.
- Maintain confidentiality of guest information and ensure compliance with applicable data protection regulations.
- Demonstrate exceptional attention to detail, professionalism, and a proactive approach to problem-solving.
- Maintain flexibility in working hours, including evenings, weekends, and public holidays, according to operational requirements.
- Read, understand, and comply with the hotel's Employee Handbook, internal policies, and procedures, particularly those relating to Fire Safety, Hygiene, Health, and Safety.
- Adapt to operational changes and support departmental requirements according to the needs of the hotel.
- Attend departmental meetings, training sessions, and development programs as required.
- Perform any other reasonable duties and responsibilities assigned by the Reservations Manager or hotel management, within the scope of the position.
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
- Minimum 2–3 years of experience in hotel reservations, preferably within a luxury hotel or international hospitality brand.
- Previous experience in a supervisory or team-leading role within Reservations or Front Office operations is highly desirable.
- Strong knowledge of hotel reservation procedures, room inventory management, rate structures, and distribution channels.
- Proficiency in Property Management Systems (PMS), preferably OPERA, and familiarity with Central Reservation Systems (CRS) and online booking platforms.
- Excellent command of written and spoken English and Turkish; additional languages are considered a strong advantage.
- Strong leadership, interpersonal, and communication skills, with the ability to motivate and guide team members.
- Excellent organizational and multitasking abilities, with exceptional attention to detail.
- Strong analytical and problem-solving skills, with the ability to interpret reservation reports, occupancy trends, and booking performance.
- Good understanding of revenue management principles, upselling techniques, and reservation sales strategies.
- Proven ability to handle guest complaints, special requests, and challenging situations with professionalism, diplomacy, and discretion.
- Passion for luxury hospitality and delivering personalized, memorable guest experiences.
- Ability to work effectively under pressure in a fast-paced, dynamic, and multicultural environment.
- Proactive, solution-oriented, and guest-focused approach with a strong sense of responsibility and ownership.
- Flexibility to work shifts, weekends, and public holidays according to business needs.
- Strong teamwork skills and the ability to collaborate effectively with other hotel departments.
- Commitment to maintaining the highest standards of confidentiality, professionalism, and service excellence.