Cluster Reservations Supervisor (f/m/d)

How does your working day look like... - You are hands-on in the daily reservations operation and personally handle individual and group reservations across our various booking channels - You take professional responsibility for the Reservations department, coordinate the day-to-day operation and ensure that tasks and enquiries are handled reliably and promptly - Together with the Operations Manager, you will help shape the set-up of our new local Reservations department and develop processes, standards and workflows - You are the first point of contact for your Reservations Team, support the onboarding of new team members and regularly conduct on-the-job training - You keep a close eye on our Reservations inbox and various booking channels and ensure consistently high processing quality - You work daily with our PMS and reservation systems and take responsibility for maintaining accurate booking and guest data - You manage and maintain room allotments and allocations and work closely with Revenue Management and Sales - You see Reservations as an important sales channel and actively drive upselling of rooms and additional hotel services together with your team - You handle more complex guest requests and complaints and find the right solution even when things do not go according to standard procedures - You oversee group bookings and group invoices and ensure a smooth flow of information between all departments involved - You ensure professional maintenance of our guest profiles in Opera Cloud and, together with the team, further develop Guest Recognition and our relationships with returning guests - You work closely with Front Office, Revenue, Sales and the operational departments and act as the central point of contact for all reservation-related topics - You identify opportunities for improvement in the daily operation and are excited to not only manage a new department, but actively help build and shape it from the ground up In Zurich, we are home three times over: at 25hours Hotel Zurich West, 25hours Hotel Zurich Langstrasse and Mama Shelter Zurich. Each of our hotels has its own unique character and story – but what connects us is our informal first-name culture, plenty of personality and the courage to do things a little differently. Our teams are made up of people with diverse backgrounds, experiences and ideas. We value initiative, short communication channels and colleagues who think ahead, get involved and, above all, stay true to themselves. COME AS YOU ARE AND SHOW WHAT YOU CAN… We are rebuilding our local Reservations department in Zurich – and you will play a key role from the very beginning. As Reservations Supervisor, you will be hands-on in the daily operation while also taking professional responsibility for the department. Reporting directly to the Operations Manager, you will work together with your team to ensure that the daily reservations operation runs smoothly. You will help develop processes and standards while keeping a close eye on quality, sales and guest satisfaction.