Reservation Supervisor

Job description

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 Manager’s 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 team’s 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 Ivy’s 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 & 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. 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. The Ivy Hotel is a 17-room luxury boutique hotel located in Baltimore’s historic Mount Vernon neighborhood. A Relais & Châteaux property and Michelin Two Key hotel, The Ivy is known for highly personalized service and a warm, residential approach to hospitality. Our team works together to create an exceptional experience for every guest, whether they are joining us for dinner, visiting the Spa, or staying for an extended visit.