Reservations Supervisor

About the role

The Reservations Supervisor ensures the accuracy of room blocks, reservations and group market codes while upholding The Ritz‑Carlton’s Gold Standards. This role processes reservation requests, changes and cancellations, communicates company values to new employees and implements updated reservation procedures.

Key responsibilities

• Process all reservation requests, modifications and cancellations received by phone, fax or mail, verifying availability, rates and guarantee policies.
• Maintain accurate room block data and group market codes, and input information into the reservation system.
• Handle special requests, document guest needs and ensure proper billing according to accounting policies.
• Provide guests with information on property facilities, rates, cancellation policies and answer related inquiries.
• Assist management with training, scheduling, counseling and coaching of reservation staff.
• Resolve guest issues, troubleshoot reservation challenges and escalate when necessary.
• Uphold company policies, maintain professional appearance and protect confidential information.

Required profile

• High school diploma or G.E.D. equivalent.
• Minimum 2 years of related reservation or hospitality experience.
• At least 1 year of supervisory experience.
• No specific license or certification required.