Cluster Reservations Supervisor (Mahe Based)

Job description

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The Cluster Reservations Supervisor is responsible for overseeing the daily operations of the Reservations team supporting Waldorf Astoria Seychelles Platte Island, Mango House – LXR, and Canopy Seychelles. This role ensures consistent delivery of luxury service standards, effective team leadership, accurate reservation handling, and contribution to revenue optimization across all cluster properties.

The Supervisor ensures smooth communication between teams, supports staff performance, and helps maintain efficient and guest‑focused reservation processes.

 

Key Responsibilities

Team Leadership & Supervision

·  Supervise the Cluster Reservations Agents and ensure adherence to Hilton brand standards for Waldorf Astoria, LXR, and Canopy.
·  Provide coaching, training, and performance feedback to team members.
·  Monitor workload distribution and ensure timely handling of all reservation requests.
·  Conduct daily briefings and ensure communication of updates, promotions, and operational changes.

Operational Excellence

·  Oversee the processing of individual bookings, modifications, cancellations, and special requests.
·  Ensure accuracy of reservations input across all systems, including OnQ PMS and relevant Hilton platforms.
·  Handle VIP bookings, complex itineraries, and escalated guest requests.
·  Maintain knowledge of room types, facilities, seasonal offerings, and service details for each property.

Revenue Management Support

·  Ensure rate integrity and adherence to pricing strategies set by Revenue Management.
·  Support upselling initiatives and monitor conversion performance of the team.
·  Identify opportunities to maximize revenue through effective room allocation and rate usage.

Coordination & Communication

·  Act as a key liaison between Reservations, Front Office, Sales, Revenue Management, and Operations teams.
·  Communicate group bookings, special events, and operational constraints in a timely manner.
·  Coordinate pre‑arrival arrangements and ensure all guest preferences are accurately shared with the properties.

Reporting & Systems Management

·  Prepare daily, weekly, and monthly reservation reports as required.
·  Monitor team productivity, booking pace, and conversion rates.
·  Maintain data accuracy in all reservation systems and assist with system updates or audits.

 

 

Qualifications & Skills

Education & Experience

·  Diploma or Degree in Hospitality, Tourism, or Business (preferred).
·  Minimum 2–3 years of experience in hotel reservations or front office, with at least 1 year in a supervisory or senior role .
·  Experience in luxury and/or multi‑property or cluster environments is highly advantageous.

Technical Skills

·  Strong knowledge of PMS/CRS systems (Hilton OnQ experience preferred).
·  Strong computer skills including MS Office, CRM tools, and reservation platforms.
·  Excellent communication skills (written and verbal).

Personal Attributes

·  Strong leadership and coaching abilities.
·  Exceptional attention to detail and organizational skills.
·  Ability to manage pressure and multitask efficiently.
·  Proactive, solution‑oriented, and guest‑focused mindset.
·  Professional demeanor aligned with luxury hospitality standards.