[BANYAN] L&D_Reservation Supervisor

At Garrya Mù Cang Chải, part of Banyan Group, we believe that every role contributes to creating meaningful experiences rooted in purpose, wellbeing, and authentic connection. More than just a workplace, we are a sanctuary where thoughtful design, mindful living, and genuine care come together.
As a member of our team, you are not simply performing a job - you are shaping journeys, elevating traditions, and bringing our brand philosophy to life in every interaction. From behind-the-scenes operations to guest-facing moments, every detail you contribute helps create a sense of calm, balance, and belonging for those we serve.
We are looking for individuals who share our passion for excellence, creativity, and heartfelt service - those who take pride in crafting experiences that leave a lasting impression.
Key Responsibilities:
Supervise daily reservation operations to ensure accuracy, efficiency, and compliance with brand standards.
Manage room inventory, availability, and rate loading across all distribution channels (OTA, GDS, direct).
Ensure all reservations, amendments, and cancellations are processed accurately and in a timely manner.
Monitor booking trends, pick-up reports, and forecast data to support revenue optimization.
Coordinate closely with Sales, Front Office, and Revenue Management to maximize occupancy and revenue.
Handle guest inquiries and reservation requests professionally, ensuring a high level of customer service.
Review and respond to all reservation-related emails within established service timelines.
Ensure proper handling of group bookings, allotments, and rooming lists.
Maintain accurate guest profiles and reservation records in the system.
Train, coach, and supervise reservation agents to ensure consistent performance and service quality.
Ensure compliance with rate parity, pricing strategies, and company policies.
Prepare daily, weekly, and monthly reservation reports and analysis.
Handle overbooking situations and coordinate solutions with relevant departments.
Assist in implementing promotions, packages, and special offers in the system.
Maintain strong communication with all departments to ensure seamless guest experience.