Reservations Supervisor

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Reservations Supervisor, you’re not just supervising daily reservations operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

Groups/Events

Own the end-to-end group reservations process, from initial block set-up through to rooming list management, amendments, and final departure reconciliation.

Responsible for preparing and finalizing all Group Resumes, ensuring that accurate and complete operational details are handed over to the Operations Team.
Liaise closely with the Sales, Events, and Commercial teams to ensure group blocks are accurately loaded, tracked, and updated in line with contracted terms and cut-off dates.
Manage group inventory and rooming lists with a high level of accuracy, proactively flagging pick-up risk, attrition, or contractual discrepancies.
Act as the key point of contact for group bookers and travel partners on reservations-related queries, ensuring a smooth and professional guest journey from booking through to arrival.
Coordinate meetings, conferences and events, acting as the main client contact.
Liaise with clients on menus, timings, setups, equipment and special requests.
Prepare and issue Event Orders, ensuring accurate communication to relevant teams.
Coordinate with Food & Beverage and Operations to ensure smooth event delivery.
Follow up on final requirements and communicate any changes promptly.
Manage and confirm final client payments, ensuring accurate records and handover.

Production
Build and maintain relationships with film, television and content production companies, production houses, agencies and location partners, positioning the hotel as a preferred accommodation partner.
Identify and convert accommodation opportunities across cast, crew, technical teams and production executives, with particular focus on extended stays and project-based business.
Track upcoming Film & TV productions and filming activity in Cape Town, proactively targeting opportunities and building a strong production pipeline.
Work closely with the wider commercial team on production-specific rates, contracting and account strategies to grow this segment and secure repeat business.

Internal Processes
Own and continuously refine reservations SOPs, ensuring the team's PMS and CRS workflows are accurate, efficient, and aligned to Hilton brand standards.
Lead on training and onboarding of reservations agents on process, systems, and quality standards.
Conduct regular quality checks on reservations accuracy (rate loading, guest profiles, special requests, billing instructions) to minimize revenue leakage and guest-experience errors.
Identify and implement process improvements that reduce manual work and improve accuracy across the reservations function.
Team & Commercial Support
Provide day-to-day supervision and support to reservations agents, stepping in on complex or escalated bookings as needed.
Act as a key link between Reservations and the Commercial team, ensuring group and production data flows cleanly into wider commercial decision-making, including RFP and rate strategy conversations.

Skills & Experience Required

Essential
Minimum 2–3 years' experience in a hotel reservations environment, with direct exposure to group bookings and block management.
Proven experience with a hotel PMS and CRS (OnQ / OnQ Revenue & Inventory / PEP or equivalent Hilton systems strongly preferred; Opera experience also relevant). Strong working knowledge of GDS booking channels and OTA extranets.
Advanced Excel skills, including pivot tables, VLOOKUP/XLOOKUP, and the ability to build and maintain clean production and pace reports.
Solid grasp of core hospitality revenue concepts, including ADR, RevPAR, occupancy, and pace, sufficient to interpret and contribute to production reporting.
Excellent written and verbal communication skills, with the confidence to liaise directly with travel partners, group bookers, and senior stakeholders.

Personal Attributes
Locally curious and personality-driven, in keeping with the Canopy brand ethos, with genuine pride in representing the Longkloof neighbourhood to guests.
Organised and process-minded, but comfortable adapting quickly when group or production needs shift.
A natural collaborator, equally comfortable working closely with the Reservations Manager on daily operations and with the Commercial Director on production insight.

Reporting Line

This role reports directly to the Reservations Manager for day-to-day operations, workflow, and people management. Given the strategic weight of the Groups and Production elements of the role, a dotted line runs into the Commercial Director, ensuring production insight, group performance, and process improvements are visible at a commercial leadership level and feed directly into the hotel's broader revenue and sales strategy.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Knowledge of the hotel property management systems
Previous experience in the Reservations/Sales function within the hotel/leisure sector

Relevant degree or other qualification in a business discipline

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.