Reservation Supervisor

The Reservations Supervisor supports the Reservations Manager in the daily operation of the Reservations Department. This is a hands-on position responsible for ensuring reservations are handled accurately efficiently and with the thoughtful personalized service expected at The Ivy.

The Reservations Supervisor serves as a day-to-day resource for the team assisting with workflow training guest requests problem resolution and communication across departments. This position also provides operational coverage in the Reservations Managers absence and may assist Guest Services and Bell Ambassadors when needed.

Essential Responsibilities:

• Create modify and cancel reservations accurately in Opera PMS and SynXis CRS.

• Respond to reservation inquiries by telephone email website travel advisor and other booking channels.

• Review reservations for accurate dates room types rates payment and guarantee information guest preferences VIP status and special requests.

• Assist guests with room selection packages transportation dining Spa appointments and other arrangements.

• Identify opportunities to upgrade room categories and promote packages and hotel services.

• Maintain accurate guest profiles and reservation records.

• Monitor cancellations modifications no-shows overbookings and reservation discrepancies.

• Ensure VIPs celebrations special requests transportation needs and other important information are communicated to the appropriate departments.

• Support the Reservations Manager with daily workflow reporting system updates promotions administrative responsibilities and special projects.

• Provide operational leadership and departmental coverage when the Reservations Manager is unavailable.

• Assist with training and onboarding Reservations team members.

• Assign and prioritize daily tasks and monitor the accuracy and quality of the teams work.

• Provide ongoing coaching and communicate performance staffing or training concerns to the Reservations Manager.

• Help ensure departmental procedures and service standards are followed consistently.

• Maintain current knowledge of The Ivys rooms suites amenities policies packages Magdalena the Spa and other guest experiences.

• Maintain a working knowledge of Baltimore and the surrounding area to assist guests with recommendations.

• Handle guest concerns calmly and professionally taking ownership of issues through resolution.

• Support room revenue and occupancy goals through effective selling upselling and communication of current offers.

• Assist with implementing packages and promotions and confirm that they are accurately represented in Opera SynXis and applicable booking channels.

• Identify and report discrepancies between Opera SynXis OpenTable and other systems.

• Work closely with Guest Services Bell Ambassadors Housekeeping Food & Beverage Spa Sales and other departments to provide a seamless guest experience.

• Assist Guest Services and Bell Ambassadors during high-volume periods or staffing needs.

• Protect guest privacy and follow all hotel procedures related to payment information data security safety and emergency response.

• Complete other responsibilities as assigned by the Reservations Manager or hotel leadership.

Qualifications :

Qualifications & Experience

• At least two years of experience in hotel reservations front office guest services or luxury hospitality preferred.

• Previous supervisory or senior-level hotel experience preferred.

• Strong working knowledge of Opera PMS and SynXis CRS strongly preferred.

• Experience in a luxury boutique independent or Relais & Châteaux hotel is highly desirable.

• Excellent verbal and written communication skills.

• Strong attention to detail organization and problem-solving ability.

• Ability to manage multiple priorities and remain calm under pressure.

• Professional personable and service-minded approach.

• Commercial awareness and confidence recommending upgrades packages and hotel services.

• Strong computer skills and the ability to learn new hotel systems.

• Ability to work independently while contributing to a collaborative team environment.

• Flexible availability including weekends and holidays as required.

• High school diploma or equivalent required; hospitality-related education is preferred.

Additional Information :

Benefits:

• Medical and dental insurance

• Short- and long-term disability insurance

• Basic and optional life insurance

• Retirement savings plan

• Paid vacation and holidays

• Staff meals

• Hospitality and retail perks

• Supportive staff culture and opportunities for professional growth

The Ivy Hotel is an Equal Opportunity Employer. Employment offers are contingent upon successful completion of a background check conducted in accordance with applicable federal state and local laws.

Remote Work :

No

Employment Type :

Full-time