Reservations Supervisor

Responsibilities

• Lead the reservations department team at a Cancún five-star property or hotel group: manage a team of 4–10 reservations agents, set the quality standard, monitor conversion and upsell KPIs, and report daily on reservations pace and pickup trends to the Revenue Manager
• Manage the GDS (Global Distribution System) performance: corporate and travel agent GDS bookings require segment code accuracy, rate plan maintenance, and availability synchronization — the supervisor monitors GDS productivity and troubleshoots distribution failures
• Coordinate the property's travel agent and wholesale partner relationships: quarterly communication with key accounts, rate negotiation support for the Director of Sales, and the operational relationship management that keeps the agency community booking the property
• Train and develop the reservations agent team: product knowledge, PMS operation, upsell scripting, and the written communication standards that distinguish a quality reservation response from a generic one
• Manage the property's group tentative and definite booking conversion pipeline: the reservations supervisor tracks outstanding group proposals and manages the follow-up cadence with meeting planners and group organizers
• Oversee the cancellation management and no-show strategy: apply the Revenue Manager's overbooking authorization, manage waitlist activation when cancellations create availability, and track cancellation pattern trends

Requirements

• Reservations supervisory or management experience
• English and Spanish bilingual
• GDS (Sabre, Amadeus, Galileo) and PMS management
• Team leadership and training
• Revenue management awareness

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals and uniform
• Team performance bonus
• Career advancement to Reservations Manager and Revenue Manager pathway

Work environment

Reservations Supervisor at a Cancún five-star resort. Team leadership, GDS management, travel agent relationship maintenance, and conversion metric accountability in one of Mexico's most commercially active hotel reservations environments.

About the role

The Cancún reservations supervisor who identifies at Wednesday's pace review that next Saturday is 12% below last year's pickup — who escalates to the Revenue Manager with a specific rate action recommendation and a proposed OTA flash promotion framing — who has the revised rate live on the GDS and OTA channels by Thursday morning — is doing the commercial intelligence work that translates reservation data into actionable revenue strategy. The agent processes the booking. The supervisor reads the pattern. The distinction is the career ladder.