Reservation Supervisor - Luxury Hotel

About the role

Aliée, the flagship luxury lifestyle hotel in Tersane Istanbul, is looking for a highly organized, detail-oriented and guest-focused Reservation Supervisor to join its Reservations team. As a key point of contact for guests, you will manage room reservations, answer booking inquiries, coordinate with other departments and ensure a seamless, personalized reservation experience. You will also supervise and coach reservation agents.

Key responsibilities

• Supervise and coordinate daily reservation operations so that bookings are accurate and guest experiences meet luxury service standards.
• Support the Reservations Manager in implementing reservation strategies that optimize occupancy and revenue.
• Monitor reservations, cancellations, amendments, no-shows and booking trends, and oversee room availability, inventory allocation and rate accuracy across OTAs, direct bookings and corporate accounts.
• Ensure reservations are processed correctly, including room types, rates, special requests, guest preferences and payment details.
• Coordinate with Revenue Management, Front Office, Sales and Guest Experience teams, and monitor booking channels and reservation systems for discrepancies.
• Handle guest inquiries, special requests and complaints professionally, and promote upselling and cross-selling.
• Train and coach reservation agents, provide feedback and ensure guest profiles are kept accurate and up to date.
• Prepare daily, weekly and monthly reservation reports (occupancy forecasts, booking pace, cancellations, revenue performance) and assist with VIP, group and high-profile guest requests.
• Maintain knowledge of accommodation categories, facilities, packages, promotions and reservation policies, and ensure compliance with SOPs, quality standards and data protection rules.

Required profile

• Bachelor's degree in Hospitality Management, Tourism, Business Administration or a related field preferred.
• Minimum 2-3 years of experience in hotel reservations, preferably in a luxury hotel or international brand.
• Previous supervisory or team-leading experience in Reservations or Front Office is highly desirable.
• Excellent command of written and spoken English and Turkish; additional languages are an advantage.
• Flexibility to work evenings, weekends and public holidays, and to adapt to operational changes.

Required skills

• Proficiency in Property Management Systems (PMS), preferably OPERA, and familiarity with Central Reservation Systems (CRS) and online booking platforms.
• Strong knowledge of reservation procedures, inventory management, rate structures and distribution channels.
• Good understanding of revenue management principles, upselling techniques and reservation sales strategies.
• Analytical skills to interpret reservation reports and occupancy trends.