Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Reservations Supervisor, you’re not just supervising daily reservations operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Here's what you'll do during a typical day:
Own the end-to-end group reservations process, from initial block set-up through to rooming list management, amendments, and final departure reconciliation.
Responsible for preparing and finalizing all Group Resumes, ensuring that accurate and complete operational details are handed over to the Operations Team.
Liaise closely with the Sales, Events, and Commercial teams to ensure group blocks are accurately loaded, tracked, and updated in line with contracted terms and cut-off dates.
Manage group inventory and rooming lists with a high level of accuracy, proactively flagging pick-up risk, attrition, or contractual discrepancies.
Act as the key point of contact for group bookers and travel partners on reservations-related queries, ensuring a smooth and professional guest journey from booking through to arrival.
Coordinate meetings, conferences and events, acting as the main client contact.
Liaise with clients on menus, timings, setups, equipment and special requests.
Prepare and issue Event Orders, ensuring accurate communication to relevant teams.
Coordinate with Food & Beverage and Operations to ensure smooth event delivery.
Follow up on final requirements and communicate any changes promptly.
Manage and confirm final client payments, ensuring accurate records and handover.
Build and maintain relationships with film, television and content production companies, production houses, agencies and location partners, positioning the hotel as a preferred accommodation partner.
Identify and convert accommodation opportunities across cast, crew, technical teams and production executives, with particular focus on extended stays and project-based business.
Track upcoming Film & TV productions and filming activity in Cape Town, proactively targeting opportunities and building a strong production pipeline.
Work closely with the wider commercial team on production-specific rates, contracting and account strategies to grow this segment and secure repeat business.
Own and continuously refine reservations SOPs, ensuring the team's PMS and CRS workflows are accurate, efficient, and aligned to Hilton brand standards.
Lead on training and onboarding of reservations agents on process, systems, and quality standards.
Conduct regular quality checks on reservations accuracy (rate loading, guest profiles, special requests, billing instructions) to minimize revenue leakage and guest-experience errors.
Identify and implement process improvements that reduce manual work and improve accuracy across the reservations function.
Team & Commercial Support
Provide day-to-day supervision and support to reservations agents, stepping in on complex or escalated bookings as needed.
Act as a key link between Reservations and the Commercial team, ensuring group and production data flows cleanly into wider commercial decision-making, including RFP and rate strategy conversations.
Minimum 2–3 years' experience in a hotel reservations environment, with direct exposure to group bookings and block management.
Proven experience with a hotel PMS and CRS (OnQ / OnQ Revenue & Inventory / PEP or equivalent Hilton systems strongly preferred; Opera experience also relevant). Strong working knowledge of GDS booking channels and OTA extranets.
Advanced Excel skills, including pivot tables, VLOOKUP/XLOOKUP, and the ability to build and maintain clean production and pace reports.
Solid grasp of core hospitality revenue concepts, including ADR, RevPAR, occupancy, and pace, sufficient to interpret and contribute to production reporting.
Excellent written and verbal communication skills, with the confidence to liaise directly with travel partners, group bookers, and senior stakeholders.
Locally curious and personality-driven, in keeping with the Canopy brand ethos, with genuine pride in representing the Longkloof neighbourhood to guests.
Organised and process-minded, but comfortable adapting quickly when group or production needs shift.
A natural collaborator, equally comfortable working closely with the Reservations Manager on daily operations and with the Commercial Director on production insight.
This role reports directly to the Reservations Manager for day-to-day operations, workflow, and people management. Given the strategic weight of the Groups and Production elements of the role, a dotted line runs into the Commercial Director, ensuring production insight, group performance, and process improvements are visible at a commercial leadership level and feed directly into the hotel's broader revenue and sales strategy.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Knowledge of the hotel property management systems
Previous experience in the Reservations/Sales function within the hotel/leisure sector
Relevant degree or other qualification in a business discipline
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 24 world-class brands comprising more than 8,400 properties and over 1.25 million rooms, in 140 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 3 billion guests in its more than 100-year history, was named the No. 1 World’s Best Workplace by Great Place to Work and Fortune and has been recognized as a global leader on the Dow Jones Sustainability Indices. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 210 million Hilton Honors members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, X, LinkedIn, Instagram and YouTube.
