Reservation supervisor

Mandarin Premier Hotels & Resorts Group is seeking a dedicated Reservation Supervisor to join the Manila Reservations team and elevate the guest booking experience across our Metro Manila portfolio. This role is ideal for a hospitality professional who combines operational accuracy with a service-first mindset: you will lead the reservations team, manage complex bookings and group blocks, and ensure seamless communication between reservations, sales, and operations. The Reservation Supervisor will champion upselling and revenue-aware booking practices while maintaining high standards of guest care and data integrity. If you thrive in a fast-paced environment, enjoy coaching colleagues, and take pride in turning inquiries into memorable stays, this position offers meaningful responsibility, professional growth, and the chance to contribute to a values-driven international hotel group rooted in local culture.

Position overview

Job title: Reservation Supervisor
Location: Manila Reservations, Metro Manila, Philippines
Employment type: Full-time
Reports to: Reservations Manager / Director of Sales and Marketing

Duties and responsibilities

• Team leadership — Supervise and motivate the reservations team; schedule shifts, conduct daily briefings, and manage performance.
• Booking management — Handle complex reservations, group blocks, allotments, and special requests with accuracy and timeliness.
• Guest communication — Ensure clear, courteous, and professional communication across phone, email, and chat channels; resolve escalations and special needs.
• Revenue focus — Implement upselling techniques and rate integrity practices; work with Revenue Management to apply promotions and restrictions correctly.
• Systems and reporting — Maintain accurate records in the PMS and CRS; produce daily pick‑up, occupancy, and reservation reports.
• Training and quality — Train new reservations staff on systems, SOPs, and guest service standards; conduct regular quality checks and coaching.
• Cross‑department coordination — Liaise with Front Office, Housekeeping, Sales, and Finance to ensure smooth arrival, billing, and group execution.
• Process improvement — Identify workflow efficiencies, recommend system or procedural enhancements, and support implementation.

Requirements

• Experience — 2–4 years reservations or front office experience in a hotel environment; supervisory experience preferred.
• Technical skills — Proficiency with major PMS and CRS platforms; familiarity with channel managers and booking engines is an advantage.
• Communication — Excellent written and spoken English; strong phone etiquette and customer service skills.
• Analytical ability — Attention to detail, accuracy in data entry, and comfort producing basic operational reports.
• Personal attributes — Calm under pressure, organized, proactive, and a natural coach with a guest-first attitude.
• Availability — Willingness to work shifts, including weekends and holidays as required.
• Work authorization — Eligible to work in the Philippines.

About Mandarin Premier Hotels and benefits

About the company — Mandarin Premier is an international hospitality group headquartered in Dubai, delivering contemporary luxury experiences that celebrate local culture. Our Manila Reservations team supports a portfolio of urban and resort properties across Metro Manila and nearby destinations. We prioritize personalized service, thoughtful design, culinary excellence, and sustainable operations.

Benefits

• Competitive salary and performance incentives
• Health insurance and wellness programs
• Paid leave and statutory benefits
• Professional development and training
• Employee discounts across the group’s properties
• Career progression and cross-property opportunities
• Supportive culture with community engagement initiatives

Application process

1. Prepare — Update your CV and include a brief cover letter stating Reservation Supervisor as the subject.
2. Submit — Email your application to hr.manila@mandarinpremier.com with the subject line Applicant for Reservation Supervisor.
3. Acknowledgment — You will receive confirmation of receipt.
4. Selection — Shortlisted candidates will be contacted for a phone or video interview, followed by an in-person interview and practical assessment where applicable.
5. Offer and onboarding — Successful candidates will receive a formal offer and onboarding schedule.