Cluster Reservations Supervisor

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.

We are rebuilding our local Reservations department in Zurich. The Reservations Supervisor will play a key role from the very beginning, working hands-on in the daily operation while taking professional responsibility for the department. Reporting directly to the Operations Manager, the role works together with the team to ensure that the daily reservations operation runs smoothly, help develop processes and standards, and keep a close eye on quality, sales and guest satisfaction.

• You have solid experience in hotel reservations or Front Office and are ready to take on greater professional responsibility. First leadership experience is a plus, but not essential for us

• You are hands-on and enjoy getting involved in the day-to-day operation yourself, while still being able to keep an overview, set priorities and provide guidance to others

• You are excited about helping to build a new department, questioning existing ways of working and developing practical solutions together with the Operations Manager

• You have a strong guest focus and commercial mindset, enjoy selling and know how to identify opportunities for upselling and additional sales

• You work in a structured and reliable manner and keep a clear overview even when group enquiries, phone calls, inboxes and individual guest requests are all coming in at the same time

• You communicate confidently in German and English. Additional languages and experience with Opera Cloud are a plus