Cluster Reservations Supervisor

Day-to-day responsibilities include:

• Lead and manage the outsourced Reservations Agents handling inbound calls for multiple Ovolo hotels

• Ensure all calls are answered and handled as if from the hotel, in line with Ovolo brand and service standards

• Drive conversion, upselling, and direct booking performance across the cluster

• Oversee daily reservations operations, rostering, coverage, and service levels

• Monitor call quality, booking accuracy, and system compliance

• Act as the primary escalation point for complex bookings, VIPs, and guest issues

• Ensure accurate reservation entry, rate integrity, and adherence to policies

• Liaise closely with Cluster Revenue, Sales, and hotel teams on demand, pricing, and availability

• Analyse booking trends, pace, and call performance to identify opportunities and risks

• Produce daily, weekly, and monthly performance reports for Ovolo

• Maintain up-to-date product knowledge across all assigned hotels

• Support training, onboarding, coaching, and ongoing development of the reservations team

Requirements:

• Hotel Experience (Essential) Supervisor / Manager
• Minimum 4–5 years multi-property hotel reservations experience (Opera preferred)
• Proven ability to drive conversion, upsell and maintain rate integrity
• Strong understanding of pace, pick-up and revenue fundamentals
• Experience leading offshore/BPO teams with clear KPIs and QA standards
• Excellent English communication with AU-based stakeholders (Sales, Revenue, Ops)
• Strong performance discipline across SLAs, reporting accuracy and service metrics
• Zero tolerance for errors in rate loading, inventory or policy compliance