Reservations Supervisor

Company Overview

Harwood Hospitality Group, Dallas’ premier Hospitality owner-operator, introduces its most complete expression of a multi-generational vision in Harwood District’s first hotel, Hôtel Swexan.

The Hotel is a new destination, with an uncompromising mission that values experience above all. It is a place like no other that draws inspirations from the world’s greatest cities – New York, London, Paris – together in one location to create something completely new. Local expertise with an international influence. Classic and contemporary, the hotel is a twist on conventions.

Part collection, part creativity, and always elegant. Guests stay to get lost – in culture and conversation. The Hotel is a world of its own, a meeting place, a hideaway, a stomping ground. For celebration or solitude.

Designed with all generations in mind, Harwood District’s hotel plays host to an eclectic mix of personalities. It is a timeless setting where locals mix with out-of-towners and old souls encounter the young at heart.

Intimate, immersive, and transportive. Hôtel Swexan has a surprise around every corner. Forget, for a second, where you came from, and leave with a memory that keeps you coming back.

Position Summary

The Reservations Supervisor supports the Reservations Team/Revenue Leadership by overseeing daily reservation operations, coaching agents, and ensuring revenue-driven booking practices. This role combines leadership, systems expertise, and strategic thinking to optimize conversion, maintain accuracy, and support overall hotel performance.


Key Responsibilities

• Supervise daily operations of the Reservations team and ensure service standards are consistently met
• Coach agents on selling techniques, luxury communication standards, and revenue-focused behaviors
• Audit reservations for accuracy including rate codes, packages, billing, and special requests
• Assist with training new hires and ongoing skill development
• Act as the primary escalation point for complex bookings or guest concerns
• Monitor call quality, response times, and conversion performance
• Support leadership with reporting and data tracking related to booking pace and demand patterns
• Ensure policies, destination fees, and promotional offers are correctly communicated and applied
• Partner closely with Revenue Management and Sales to align booking strategies

Revenue & Systems Responsibilities

• Maintain advanced knowledge of PMS and CRS platforms
• Assist with rate loading validation, availability checks, and troubleshooting
• Monitor high-demand dates and communicate booking trends to Revenue Leadership
• Help implement promotions, packages, and upsell initiatives
• Support inventory and restriction compliance in alignment with revenue strategy

Leadership Expectations

• Lead by example with professionalism and luxury service standards
• Provide real-time coaching and performance feedback
• Foster a collaborative and positive team environment
• Ensure agents represent the hotel brand appropriately in all guest interactions

Qualifications

• 2–3 years reservations or front office experience, luxury hotel preferred
• Previous supervisory or lead role strongly preferred
• Strong analytical mindset with understanding of ADR, occupancy, and revenue impact
• Proficiency with Opera Cloud, SynXis, or comparable systems
• Excellent communication and organizational skills

Physical Requirements

• Ability to work flexible schedules including weekends and holidays
• Extended computer and phone usage

Equal Opportunity Employer


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