***“The world is yours with Meliá”*** Discover an unlimited career path at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work across multiple countries and become part of our extensive global family. **Explore some of the benefits we offer:** * **My MeliáRewards:** Join our exclusive loyalty program and enjoy unique benefits and advantages. * **My MeliáBenefits:** Take advantage of flexible compensation and exclusive discounts across a wide range of products and services, promoting an active and healthy lifestyle. **CLUSTER RESERVATIONS SUPERVISOR** **GRAN MELIÁ IGUAZÚ and CASA LUCIA, member of the Meliá Collection**, invite you to join our Commercial Cluster based in Iguazú, to lead reservations management for our hotels in Iguazú and Buenos Aires. Join our Team! **We are looking for:** **CLUSTER RESERVATIONS SUPERVISOR** **JOB PURPOSE** Ensure effective management of the reservations department by supervising and coordinating daily operations, maintaining control over room inventory, and maximizing occupancy across Cluster hotels while optimizing revenue. Strengthen positive relationships and allotment management with wholesale agencies and OTAs; ensure full control over confirmed and tentative group reservations. Lead the reservations agent team and uphold the quality standards established by Meliá Hotels International to guarantee excellence in guest service from the first point of contact. **KEY RESPONSIBILITIES** **Team Supervision and Leadership:** * Supervise reservations agents’ duties. * Train and motivate the team to achieve departmental goals. * Prepare schedules and efficiently distribute workload among team members. * Conduct performance evaluations and provide constructive feedback to staff. * Identify training needs and coordinate ongoing professional development programs. **Reservations Operations Management:** * Monitor and manage all incoming reservations across various channels (phone, email, OTAs, walk-ins, travel agencies) for Cluster hotels. * Supervise accurate entry of guest information and reservation details into the PMS system. * Review and approve special rates, discounts, and packages according to established policies. * Control room inventory and coordinate sales closures when necessary. **Revenue Optimization:** * Collaborate with the Revenue Management department to implement pricing strategies. * Analyze occupancy, ADR, RevPAR, and forecast reports to maximize revenue. * Identify upselling and cross-selling opportunities and train the team on these techniques. * Monitor competitor activity and market trends. **Customer Service:** * Resolve complaints and complex reservation-related issues. * Ensure prompt and professional responses to all inquiries. * Maintain high service and customer satisfaction standards. **Control and Administration:** * Generate daily, weekly, and monthly departmental activity reports—including daily bookings, weekly projections, forecasts, segmentations, etc. * Audit reservations to ensure accuracy in rates, dates, and details. * Keep corporate client and agency databases up to date. * Manage payments, deposits, cancellations, and no-show policies. * Ensure compliance with hotel policies and procedures. **Interdepartmental Coordination:** * Communicate relevant information to Front Desk, Housekeeping, and other departments. * Participate in operational and sales meetings. * Coordinate with Sales and Events teams for group and special event bookings. **JOB REQUIREMENTS** **Education:** * University degree in Hospitality, Tourism, Business Administration or related field (preferred) * Specialized courses in Revenue Management or hotel PMS systems (preferred) **Experience:** * Minimum 3 years’ experience in hotel reservations departments. * At least 1 year in a supervisory or coordination role. * Prior experience in 4- or 5-star hotels (preferred) **Technical Knowledge:** * Proficiency in PMS systems (Opera, Hotelbook) * Advanced Microsoft Office skills (especially Excel) * Experience with Channel Managers and OTA platforms. * Understanding of Revenue Management concepts. * Familiarity with CRM systems. **Languages:** * Advanced English (spoken and written) — mandatory * Additional languages (e.g., Portuguese) — preferred **Competencies and Skills:** * Excellent leadership and team management skills. * Ability to work under pressure and solve problems efficiently. * Results- and business objective-oriented mindset. * Outstanding oral and written communication skills. * Negotiation skills. * Service orientation and attention to detail. * Analytical ability to interpret data and reports. * Proactivity and decision-making capability. * Organizational and time management skills. **ORGANIZATIONAL COMPETENCIES** * Commitment to quality and service excellence * Teamwork and interdepartmental collaboration * Adaptability and flexibility * Professional ethics and integrity * Continuous improvement orientation **At Meliá, everyone is VIP** *At Meliá Hotels International, we champion* ***equal opportunities*** *for* ***women and men*** *in the workplace, backed by management commitment and aligned with our Human Resources policies. Furthermore, we promote throughout our organization a corporate culture committed to effective equality and raise awareness about the need for joint and global action.* *We reinforce our commitment to* ***equality and diversity****, preventing any form of discrimination—particularly based on disability, race, religion, gender, or age. We believe that* ***diversity and inclusion among our workforce are fundamental to our success as a global company****.* *In addition, we support the sustainable growth of our industry through a socially responsible human team. In this regard, our motto is “****Toward a sustainable future, from a responsible present****.” Thanks to all our colleagues, we make it possible.* To protect you and prevent fraud during recruitment processes, we invite you to review our recommendations on the “**Protect Your Application**” page. 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