Reservations Supervisor Job at Hilton

• Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Reservations Supervisor, you’re not just supervising daily reservations operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

Groups/Events

• Own the end-to-end group reservations process, from initial block set-up through to rooming list management, amendments, and final departure reconciliation.
• Responsible for preparing and finalizing all Group Resumes, ensuring that accurate and complete operational details are handed over to the Operations Team.
• Liaise closely with the Sales, Events, and Commercial teams to ensure group blocks are accurately loaded, tracked, and updated in line with contracted terms and cut-off dates.
• Manage group inventory and rooming lists with a high level of accuracy, proactively flagging pick-up risk, attrition, or contractual discrepancies.
• Act as the key point of contact for group bookers and travel partners on reservations-related queries, ensuring a smooth and professional guest journey from booking through to arrival.
• Coordinate meetings, conferences and events, acting as the main client contact.
• Liaise with clients on menus, timings, setups, equipment and special requests.
• Prepare and issue Event Orders, ensuring accurate communication to relevant teams.
• Coordinate with Food & Beverage and Operations to ensure smooth event delivery.
• Follow up on final requirements and communicate any changes promptly.
• Manage and confirm final client payments, ensuring accurate records and handover.

Production

• Build and maintain relationships with film, television and content production companies, production houses, agencies and location partners, positioning the hotel as a preferred accommodation partner.
• Identify and convert accommodation opportunities across cast, crew, technical teams and production executives, with particular focus on extended stays and project-based business.
• Track upcoming Film & TV productions and filming activity in Cape Town, proactively targeting opportunities and building a strong production pipeline.
• Work closely with the wider commercial team on production-specific rates, contracting and account strategies to grow this segment and secure repeat business.

Internal Processes

• Own and continuously refine reservations SOPs, ensuring the team's PMS and CRS workflows are accurate, efficient, and aligned to Hilton brand standards.
• Lead on training and onboarding of reservations agents on process, systems, and quality standards.
• Conduct regular quality checks on reservations accuracy (rate loading, guest profiles, special requests, billing instructions) to minimize revenue leakage and guest-experience errors.
• Identify and implement process improvements that reduce manual work and improve accuracy across the reservations function.

Team & Commercial Support

• Provide day-to-day supervision and support to reservations agents, stepping in on complex or escalated bookings as needed.
• Act as a key link between Reservations and the Commercial team, ensuring group and production data flows cleanly into wider commercial decision-making, including RFP and rate strategy conversations.

Skills & Experience Required

Essential

• Minimum 2–3 years' experience in a hotel reservations environment, with direct exposure to group bookings and block management.
• Proven experience with a hotel PMS and CRS (OnQ / OnQ Revenue & Inventory / PEP or equivalent Hilton systems strongly preferred; Opera experience also relevant). Strong working knowledge of GDS booking channels and OTA extranets.
• Advanced Excel skills, including pivot tables, VLOOKUP/XLOOKUP, and the ability to build and maintain clean production and pace reports.
• Solid grasp of core hospitality revenue concepts, including ADR, RevPAR, occupancy, and pace, sufficient to interpret and contribute to production reporting.
• Excellent written and verbal communication skills, with the confidence to liaise directly with travel partners, group bookers, and senior stakeholders.

Personal Attributes

• Locally curious and personality-driven, in keeping with the Canopy brand ethos, with genuine pride in representing the Longkloof neighbourhood to guests.
• Organised and process-minded, but comfortable adapting quickly when group or production needs shift.
• A natural collaborator, equally comfortable working closely with the Reservations Manager on daily operations and with the Commercial Director on production insight.

Reporting Line

• This role reports directly to the Reservations Manager for day-to-day operations, workflow, and people management. Given the strategic weight of the Groups and Production elements of the role, a dotted line runs into the Commercial Director, ensuring production insight, group performance, and process improvements are visible at a commercial leadership level and feed directly into the hotel's broader revenue and sales strategy.
• It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Knowledge of the hotel property management systems
• Previous experience in the Reservations/Sales function within the hotel/leisure sector
• Relevant degree or other qualification in a business discipline