At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion,
Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.
The Reservation Supervisor is responsible for overseeing the daily operations of the hotel's reservation department. This role ensures the smooth processing of individual, group, and corporate bookings while maximizing occupancy, rate, and revenue. The supervisor acts as a key liaison between the revenue team, sales department, and front office, ensuring a seamless booking experience for all guests and efficient coordination with operational teams.
Responsibilities of the role:
Reservations & Coordination:
- Manage and supervise all incoming reservation requests via phone, email, and online channels.
- Ensure all reservations are accurately input and maintained in the Property Management System (PMS).
- Handle bookings, ensuring guest details, payment methods, and special requests are properly recorded.
- Monitor room availability, booking restrictions, and rate integrity in line with the hotel's revenue strategy.
- Liaise closely with the Sales, Revenue, Front Office, and Accommodation teams to ensure effective coordination of room blocks, special packages, and VIP bookings.
- Manage and update rooming lists for group bookings, ensuring timely communication to operational teams.
- Oversee billing instructions, deposits, and payment arrangements, coordinating closely with the Finance team to ensure accurate invoicing and payment collection.
Revenue & Sales Support:
- Support the Reservations Manager in monitoring daily bookings, maintaining rate parity, and adhering to revenue strategies.
- Identify upselling and cross-selling opportunities to maximize revenue (room upgrades, packages, F&B offers).
- Assist in preparing occupancy, revenue, and market segment reports as required.
- Ensure reservation procedures comply with hotel credit, payment, and cancellation policies.
Team Supervision & Development:
- Supervise, train, and mentor the reservations team, ensuring accuracy, efficiency, and excellent customer service.
- Allocate workload, monitor daily performance, and assist the Reservations Manager in meeting department targets.
- Conduct team briefings, performance reviews, and regular coaching sessions.
- Manage team schedules and leave requests in collaboration with the Reservations Manager and HR.
Reporting & Administration:
- Prepare and maintain daily and weekly reports, including room pickup, availability, market segmentation, and revenue tracking.
- Oversee third-party booking channels (OTAs), ensuring rate accuracy, content updates, and commission processing.
- Maintain organized records of all bookings, correspondence, billing details, and client communications.
Skills and Competencies:
Strong knowledge of hotel reservation systems (Opera or similar preferred).
Excellent leadership, communication, and organizational skills.
High attention to detail, particularly in rooming list accuracy and billing processes.
Strong problem-solving skills and ability to work under pressure.
Proficiency in Microsoft Office Suite.
Awareness of revenue management principles and distribution channels.
Requirements of the role:
Minimum 2 years' experience in hotel reservations, with at least 1 year in a supervisory role.
Previous experience in a 4 or 5-star hotel is essential.
Familiarity with OTAs, distribution systems, and group booking coordination.
