About Jardine Service Centre (JSC)
Jardine Service Centre Philippines is an organization fully owned by Jardine Matheson Group which is a diversified Asian-based group with unsurpassed experience in the region, having been founded in 1832. JSC is responsible for providing back-office support to the business units of Jardine Group by administrating transactional and rule-based activities. We aim to deliver world-class services to our internal customers in a cost-efficient manner via process harmonization, application of state-of-the-art technologies, automation and process simplification.
The Reservation Team Supervisor is responsible for managing the daily operations of the reservation team across voice and non-voice channels. This role ensures efficient handling of bookings, high-quality customer service, and achievement of performance targets. The Supervisor leads, coaches, and develops team members while driving occupancy, revenue, and customer satisfaction.
Duties and Supporting Responsibilities:
- Supervise the day-to-day reservation operations ensuring the effective handling of calls, emails, chat enquiries, bookings, modifications, and cancellations.
- Lead, coach, mentor, and develop Reservation Specialists and Senior Reservation Specialists to achieve individual and team performance objectives.
- Act as a role model for our service standards, luxury hospitality culture, and company values, fostering a high-performance, guest-centric environment.
- Serve as the final point of escalation for complex guest issues, service recovery cases, VIP requests, and operational challenges, ensuring timely and satisfactory resolution.
- Drive team performance against key commercial metrics, including conversion, revenue generation, suite sales, cross-selling, and booking accuracy across multiple properties.
- Champion suite sales, upgrades and packages to maximise revenue opportunities and retain business
- Monitor conversion performance and booking trends, identifying opportunities to improve sales effectiveness, guest engagement, and reservation conversion rates.
- Ensure accurate and efficient processing of reservations, cancellations, modifications, and guest requests while maintaining the highest standards of booking accuracy.
- Monitor team performance against key performance indicators, including guest satisfaction (CSAT), service level agreements (SLAs), average handling time (AHT), productivity, quality scores, conversion, and revenue targets.
- Ensure all response time and service level commitments are consistently achieved across voice and non-voice channels, taking proactive action to address performance gaps.
- Conduct regular quality reviews of calls, emails and chats providing constructive feedback and coaching to drive continuous improvement.
- Manage workforce planning activities, including scheduling, attendance, resource allocation, and workload distribution, to meet operational and service requirements.
- Collaborate closely with hotel operations and other stakeholders to deliver seamless guest experiences and support commercial objectives.
- Lead and facilitate start and end of shift handovers with local hotel reservations teams, building strong and positive working relationships while ensuring the accurate and timely exchange of guest, operational, and commercial information.
- Analyse operational and commercial performance data, preparing reports and recommendations for leadership to support decision-making and business performance.
- Identify opportunities to improve processes, enhance efficiency, leverage automation, and optimise the guest experience through continuous improvement initiatives.
- Ensure compliance with company policies, reservation procedures, data privacy requirements, payment security standards, and quality expectations.
- Support onboarding, training, performance management, and succession planning initiatives to build team capability and engagement.
- Foster a culture of accountability, collaboration, continuous improvement, and service excellence.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- At least 3-5 years of experience in hotel reservations, travel operations, guest services, or a luxury hospitality environment.
- At least 1-2 years of leadership or supervisory experience leading high-performing teams.
- Experience in BPO/shared services supporting hospitality, travel, or customer experience operations preferred.
- Strong leadership, coaching, and people management skills, with a demonstrated commitment to developing team capability and fostering continuous learning.
- Excellent English communication skills, both verbal and written.
- Strong customer service, problem-solving, and guest recovery skills, with the ability to deliver exceptional service experiences and maintain high-quality standards in every customer interaction.
- Ability to build trusted relationships and work effectively with cross-functional stakeholders to support seamless guest experiences and business objectives.
- Demonstrated ability to analyze performance data, identify opportunities, and implement improvements that enhance operational efficiency, customer satisfaction, and business outcomes.
- Proven ability to balance guest expectations, service excellence, productivity, and revenue objectives in a fast-paced environment.
- Proficiency in MS Office and reporting tools.
- Advanced Excel and data analysis skills.
- Familiarity with hotel systems (Opera, SynXis, CRS/PMS) is an advantage.
- Experience supporting premium, world-class, or customer-centric service environments is highly preferred.
- Knowledge of luxury hotel reservation processes, guest service best practices, and service recovery principles is an advantage.
- Ability to handle high-pressure situations and escalations while maintaining professionalism, collaboration, and service excellence.
- Experience in handling 24/7 omni-channel (voice & non-voice) operations.
- Demonstrated initiative in identifying opportunities for continuous improvement, learning new skills, and adopting best practices to improve team performance.
- Amenable to working on shifting schedules and hybrid work arrangement.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
At JSC, you can play a role in our business success. We understand that key to our success is our people, which is our foundation and priority. We invest in our people to ensure we have the right talent with the leadership and strategic skills the company needs for the future.
We are an equal opportunity employer and do not discriminate on the grounds of sex, race, disability, family status or any other factors.
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