Cluster Reservations Supervisor (m/f/d)

About the job

Company Description

In Zurich, we have three homes: at the 25hours Hotel Zurich West, the 25hours Hotel Zurich Langstrasse, and the Mama Shelter Zurich. Each of our houses has its own character and story – what unites us is an informal "du" culture, lots of personality, and the courage to do things differently sometimes.

People with the most diverse backgrounds, experiences, and ideas work together here. We appreciate initiative, short communication paths, and colleagues who think along, participate, and remain themselves.

COME AS YOU ARE AND SHOW WHAT YOU CAN...

We are rebuilding our local reservations department in Zurich – and you will play a central role. As Reservations Supervisor, you are not only hands-on in daily operations but also take professional responsibility for the area. Reporting directly to the Operations Manager, you and your team ensure the daily reservation business runs smoothly, develop processes and standards, and keep an eye on quality, sales, and guest satisfaction.

Job Description

What does your workday look like...

• You are hands-on in daily reservation operations and personally handle individual and group bookings through our various booking channels
• You take professional responsibility for the reservations area, coordinate daily operations, and ensure tasks and enquiries are handled reliably and promptly
• Together with the Operations Manager, you shape the development of our new local reservations department and develop processes, standards, and workflows
• You are the first point of contact for your reservations team, train new employees, and regularly conduct on-the-job training
• You monitor our reservations mailbox and various booking channels, ensuring consistently high processing quality
• You work daily with our PMS and reservation systems and take responsibility for clean booking and data quality
• You manage and maintain our contingents and allocations and work closely with Revenue Management and Sales
• You also view reservations as a 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 solutions even when things do not follow the standard process
• You check group bookings and invoices and ensure a clean flow of information to all involved departments
• You ensure professional maintenance of our guest files in Opera Cloud and further develop guest recognition and the care of our regular guests together with the team
• You work closely with Front Office, Revenue, Sales, and operational departments and are the central interface for reservation matters
• You identify potential improvements in daily operations and are eager not only to manage a new area but actively help build it up

Qualifications

Your personality counts more than your CV...

• You bring solid experience in hotel reservations or front office and want to take on more professional responsibility. Initial leadership experience is a plus but not essential for us
• You are hands-on and actively involved in daily operations – at the same time, you can keep an overview, set priorities, and provide guidance to others
• You are eager to help build a new area, question existing things, and develop good everyday solutions together with the Operations Manager
• You think guest-oriented and commercially, enjoy selling, and recognise opportunities for upselling and additional sales
• You work in a structured and reliable manner and keep an overview even when group enquiries, phone calls, mailbox, and individual guest requests are all on your desk
• You communicate confidently in German and English. Additional languages and experience with Opera Cloud are a plus

Additional Information

What’s in it for you...

• Get to know our 25hours Hotels and stay up to
  10 nights per year free of charge as an employee

• Enjoy generous discounts as part of Ennismore when visiting our bars and restaurants as well as when booking
  hotel rooms worldwide

• Benefit from great offers from our numerous
  cooperation partners

• Be part of our colourful staff parties and much more ...