Reservations Supervisor

“The world is yours with Meliá” 

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family 🚀

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.

• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you 😉 

Mission:

As a Reservation Supervisor, you will play a key role in managing the daily operations of the reservations department, ensuring a smooth and efficient booking process. You will be responsible for maintaining high standards of guest service, optimizing revenue opportunities, and working closely with the front office and sales teams to ensure seamless communication and operational efficiency.

Key Responsibilities:

Reservations Management

• Oversee the daily reservations process, ensuring accuracy in bookings, rates, and availability.
• Maximize occupancy and revenue by implementing effective reservation strategies and optimizing room allocations.
• Ensure that all guest bookings, modifications, and cancellations are handled promptly and professionally.
• Monitor and manage overbookings and last-minute changes while minimizing guest inconvenience.

Supervision & Leadership

• Lead, train, and motivate the reservations team to deliver exceptional customer service.
• Monitor team performance, set objectives, and provide regular feedback to ensure high efficiency and productivity.
• Create and maintain a positive work environment that encourages teamwork and professional growth.

Guest Relations & Customer Service

• Provide personalized service to guests, handling inquiries, special requests, and VIP bookings with professionalism and care.
• Address and resolve any guest concerns or complaints related to reservations in a timely manner.
• Ensure all guest communication (email, phone, online platforms) is professional, warm, and aligned with the hotel's brand standards.

 Revenue & Performance Optimization

• Work closely with the management team to implement pricing strategies and forecast demand.
• Analyze reservation trends, monitor competitor pricing, and provide insights to maximize room revenue.
• Generate reports on booking performance, guest preferences, and revenue projections.

System & Administrative Duties

• Ensure all reservations are accurately recorded in the hotel’s PMS (e.g., Opera, or similar system).
• Maintain relationships with OTAs, corporate clients, travel agencies, and group bookings to drive business.
• Assist in developing promotional packages and special offers to attract guests.
• Stay up-to-date with market trends and hotel industry best practices.

Flexibility of Duties and Responsibilities:

The responsibilities, skills, competencies, and working conditions outlined in this document may be reviewed and updated at the discretion of the Department Head or General Manager, in response to the evolving needs of the department. Such updates will always align with applicable labor standards and workplace regulations.

What We Are Looking For:

We are seeking a dynamic and detail-oriented professional with the following qualifications:

• Previous experience in hotel reservations, preferably in a supervisory role.
• Strong knowledge of hotel reservation systems (Opera, or similar PMS).
• Familiarity with OTA extranet systems (e.g., Booking.com, Expedia, etc.), including rate management, availability updates, and promotions.
• Excellent leadership, communication, and problem-solving skills.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Strong understanding of revenue management principles and reservation optimization strategies.
• Exceptional customer service skills with a guest-first mentality.
• Proficiency in English (additional languages are a plus).
• A passion for the hospitality industry and a commitment to excellence.

What We Offer:

• Competitive salary and benefits package
• Opportunities for career growth in a dynamic and professional environment
• Ongoing training and professional development programs
• A collaborative and friendly workplace culture

At Meliá we are all VIP 🌟

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

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