Reservations Supervisor

Richmond, VA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $17.50 - $18.50

Work Schedule

Flexible

Benefits

competitive pay

Employee Meals

parking

Uniforms Provided

opportunities for growth

Professional workplace

Supportive team environment

Job Description

The Jefferson Hotel is a renowned luxury hotel located in Richmond, Virginia, widely recognized for its exceptional service and rich history. Established as one of the premier hospitality destinations in the region, The Jefferson Hotel exemplifies elegance, sophistication, and unsurpassed guest care. This iconic property offers guests a unique blend of historic charm and contemporary luxury, creating an unforgettable experience for both leisure and business travelers. Known for its meticulous attention to detail, the hotel provides top-tier amenities including fine dining, exquisite event spaces, and elegantly appointed guest rooms, all designed to cater to the discerning traveler. With a commitment to excellence, The Jefferson Hotel cultivates a culture of professionalism and personalized service, making it a standout employer in the hospitality industry.

We are currently seeking an experienced and service-focused Reservations Supervisor to join our dynamic team under the direction of the Revenue Manager. This position plays a pivotal role in leading the daily operations of the Reservations Department, ensuring that every booking is handled with precision and care to maintain the high standards expected at The Jefferson Hotel. The Reservations Supervisor will oversee and support a team of Reservations Agents, providing training and guidance to foster a collaborative environment centered on guest satisfaction. This role demands a detail-oriented individual with a strong guest-minded approach who can thrive in a fast-paced setting where communication, accuracy, and service excellence are paramount.

The Reservations Supervisor is responsible for managing all reservation activities from initial inquiry through to guest arrival, coordinating closely with multiple departments such as Sales and Front Office to optimize room inventory and maximize revenue. Key responsibilities include supervising reservations operations, resolving guest complaints promptly and professionally, handling group bookings, managing interfacing systems, and supporting forecasting alongside sales reporting in the absence of the Revenue Manager. Candidates must exhibit flexibility, including availability on weekends and holidays, as schedules vary according to hotel occupancy. This full-time role demands adaptability, leadership capability, and an unwavering dedication to upholding The Jefferson Hotel's prestigious service standards. The position offers competitive compensation along with benefits such as employee meals, parking, and uniforms, alongside opportunities for career development within one of Richmond’s most iconic hospitality environments.

Job Requirements

Must be available to work any day of the week, including weekends and holidays
Must be flexible to work any time between 8:30 AM - 9:00 PM, with daily schedules subject to change
Previous hotel reservations or front office experience required
Supervisory experience preferred
Ability to supervise, train, and support Reservations Agents
Strong verbal and written communication skills with a professional, guest-focused approach
High level of accuracy in reservation processing, inventory management, and reporting
Comfort working with multiple interfacing systems and reporting issues as needed
Knowledge of Infor a plus

Job Qualifications

Prior experience in hotel reservations, front office, or related hospitality operations required
Supervisory or leadership experience preferred
Strong organizational skills and ability to manage multiple priorities simultaneously
Proficiency with hotel reservation systems and Microsoft Office
Familiarity with revenue or distribution systems preferred
Professional demeanor, reliability, and ability to work collaboratively across departments

Job Duties

Oversee the daily operations of the Reservations Department and supervise Reservations Agents
Train new reservations team members and support ongoing development and performance standards
Assist with incoming reservation calls, email inquiries, and processing online reservations
Resolve guest concerns and complaints related to reservations in a prompt and professional manner
Manage daily arrivals and ensure all guest preferences and special requests are communicated and fulfilled
Monitor all interfacing systems and report technical issues to the IT Manager
Process Travel Agent commissions and complete OTA reconciliations accurately and timely
Input and manage group room block reservations in coordination with the Revenue Manager and Sales Department
Manage group block inventory and ensure accuracy of room counts and availability
Assist with management of online rates and room availability in the absence of the Revenue Manager
Support forecasting and sales reporting responsibilities when the Revenue Manager is unavailable
Maintain cross-training as a Front Desk Agent to assist operations as needed
Uphold The Jefferson Hotel’s service standards in all guest and internal interactions