Reservation Supervisor

Address Istanbul

ABOUT THE COMPANY

Emaar Hospitality Group is a premier global provider of enriching, personalized and memorable lifestyle experiences. An innovative, agile and influential leader in hospitality, Emaar Hospitality Group is a wholly owned subsidiary of Emaar Properties PJSC, the developer behind some of the world's most elegantly designed residential, retail and hospitality destinations.

Address Hotels + Resorts, the flagship luxury hotel brand of Emaar Hospitality Group, is located in some of the world's most sought-after destinations. The brand has redefined luxury hospitality by setting new benchmarks in service excellence and creating unforgettable guest experiences.

Recognized for its seamless blend of contemporary sophistication and timeless elegance, Address Hotels + Resorts delivers intuitive hospitality that enriches every stay. Staying true to its philosophy, "Where Life Happens," Address creates exceptional moments that guests cherish for a lifetime.

JOB DESCRIPTION

As a Revenue & Reservation Supervisor, you will be responsible for leading the Reservations Team while ensuring exceptional guest service, operational excellence and revenue optimization.

Key Responsibilities

• Supervise the daily operations of the Reservations Department, ensuring compliance with hotel standards, policies and brand procedures.
• Lead, motivate and support the Reservations Team to achieve departmental goals and service excellence.
• Ensure effective shift handovers through accurate communication between shifts.
• Monitor reservation accuracy and ensure all bookings are processed efficiently and correctly.
• Oversee daily reservation activities and maintain smooth departmental operations.
• Monitor key reservation and call center KPIs, including Service Level, Average Handling Time (AHT), Abandon Call Ratio and Conversion Rate, taking corrective actions when necessary.
• Monitor booking trends, occupancy forecasts, room inventory and pickup reports, communicating significant changes to the Revenue Management, Sales and Front Office teams.
• Support Revenue Management initiatives to maximize occupancy, ADR and overall revenue opportunities.
• Encourage and coach the team in upselling techniques to maximize room revenue.
• Monitor and report the team's upselling performance on a monthly basis.
• Coordinate and monitor group reservations, including room blocks, rate code creation and communication with the Sales Department.
• Review all arrivals to ensure reservations are accurate, complete and prepared prior to guest arrival.
• Maintain awareness of VIP, repeat and special attention guests to ensure personalized service.
• Handle guest inquiries, complaints and reservation-related escalations professionally and efficiently.
• Ensure guest confidentiality and compliance with data privacy policies at all times.
• Conduct regular quality checks and audits to maintain reservation accuracy and service standards.
• Prepare daily, weekly and monthly operational reports as required.
• Coordinate effectively with Front Office, Revenue Management, Sales, Housekeeping and Finance departments.
• Organize and conduct departmental training sessions, coaching and performance follow-ups.
• Prepare staff schedules and ensure adequate departmental coverage.
• Ensure all emergency procedures, including fire and evacuation protocols, are fully understood and followed by the team.
• Maintain knowledge of hotel facilities, services, restaurants, bars, spa and current promotions in order to provide accurate information to guests.
• Perform additional duties and special projects assigned by the Reservation Manager.

QUALIFICATIONS

• Bachelor's degree in Tourism & Hotel Management, Business Administration or a related field.
• Minimum 3 years of experience in a Reservation Supervisor position, preferably within an international five-star luxury hotel.
• Excellent command of written and spoken English; additional language(s) will be considered an advantage.
• Strong knowledge of Opera PMS/Opera Cloud or equivalent Property Management Systems.
• Good understanding of Channel Manager systems, Global Distribution Systems (GDS), OTA Extranets and online distribution platforms.
• Advanced proficiency in Microsoft Office applications, particularly Excel, Word and PowerPoint.
• Strong knowledge of reservation procedures, room inventory management and revenue optimization principles.
• Excellent leadership, coaching and team management skills.
• Strong analytical, reporting and organizational abilities.
• Excellent communication and interpersonal skills.
• Strong guest service orientation with a passion for delivering exceptional hospitality.
• Ability to multitask, prioritize effectively and perform under pressure in a fast-paced environment.
• Proactive, detail-oriented and solution-focused approach.
• Strong sales mindset with the ability to identify and maximize revenue opportunities.
• Ability to build and maintain effective relationships across departments and with external distribution partners.
• High level of professionalism, integrity and confidentiality.
• Flexibility to work shifts, weekends and public holidays as required.