Reservation Supervisor

About the role

Kempinski is looking for a Reservation Supervisor in Cairo, Egypt, to ensure the efficient functioning of the Reservations department. The incumbent is responsible for maintaining reservation standards, accurate data entry, staff development and quick response to guest requests.

Key responsibilities

• Manage room inventory to optimise occupancy, average rate and revenue, review daily reservation accuracy, rate compliance by segment and source, and handle system close-outs
• Train, develop and motivate staff, and supervise reservation agents on daily duties such as pick-ups, travel agent commissions and client responses
• Maintain good relations with other departments and with regular guests, and follow up on lost business
• Monitor competitor developments (occupancy, renovations, campaigns, events) and spot-check yesterday's reservations and VIP arrivals
• Ensure all sellable contracted rates and internal package breakdowns are loaded in the systems, and keep the team informed of system or procedure changes
• Control no-show and late cancellation charges, follow the internal credit policy, and keep test call LQA/IFH results above 85%
• Follow the internal up-sell programme and ensure client satisfaction and adherence to Kempinski service standards

Required profile

• Egyptian nationality; hotel apprenticeship or higher college education
• At least 2 years of reservation experience, preferably in an international five-star hotel
• Excellent spoken and written English; additional languages are beneficial
• Identifies with Kempinski core values and shows customer service orientation, planning and organisation, and problem-solving skills

Required skills

• Good knowledge of Opera and Micros
• Computer literacy: Microsoft Office (Word, Excel, PowerPoint)
• Knowledge of hotel operations, products and services, and VIP welcoming protocol