Reservation Supervisor

13 hours ago

Quezon City, National Capital Region, Philippines CLLIX Apartments and Hotels Full time

The Reservation Supervisor supports key stakeholders in managing
Central Reservations Operations
in Manila, with a strong focus on
revenue growth, sales performance, and service quality
. This role drives room bookings, conversion, upselling, and yield optimization to achieve revenue targets.

The position also oversees
Quality Assurance
, ensuring agents follow standard call, chat, and email flows while maintaining brand and service standards. In addition, the Reservation Supervisor supports agent development through coaching, performance reviews, and escalation management, while actively assisting in daily reservations operations, especially during peak periods.

This role includes, but is not limited to, the following:

  • Support key stakeholders in managing processes, products, and services
  • Prepare performance reports to support employee evaluation and productivity tracking
  • Assist the reservations team in resolving customer issues and escalations
  • Support recruitment activities and hiring initiatives when required
  • Maintain strict confidentiality on all company-related matters
  • Oversee phone, email, and live chat volumes to ensure SLA targets are met
  • Monitor customer feedback and address service escalations
  • Ensure daily, weekly, and monthly deliverables are completed accurately and on time
  • Monitor team performance and ensure compliance with booking policies and procedures
  • Conduct quality audits (calls, chats, emails, and data accuracy)
  • Coach reservation agents on KPIs, audit results, complaints, and performance gaps
  • Maintain strong knowledge of hotel facilities, promotions, room types, and property updates

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