Reservation Supervisor - Aliée Istanbul

Job description

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. Aliée, the flagship luxury lifestyle hotel within the breathtaking Tersane Istanbul, is seeking a highly organized, detail-oriented, and guest-focused Reservation Executive to join our Reservations team. As a key point of contact for our guests, you will manage room reservations, respond to booking inquiries, coordinate with relevant departments, and ensure a seamless and personalized reservation experience from the initial inquiry to the guest's arrival. As an ambassador of the Aliée brand, you will demonstrate exceptional communication skills, professionalism, attention to detail, and a genuine passion for delivering outstanding service while maximizing guest satisfaction and revenue opportunities.