Vila Joya, a unique home of 15 rooms and suites paired with world-renowned dining, is seeking an experienced and highly organized Senior Reservations Supervisor. This back-of-house role is central to shaping the guest journey, ensuring seamless and accurate handling of all reservations for our rooms and three restaurant concepts.
?Key Responsibilities
* Manage and respond promptly to all incoming room and restaurant reservation requests, including Vila Joya, Vila Joya Sea, The Pool and the Flying Chefs.
* Administer new bookings, modifications, and cancellations with meticulous attention to detail and guest satisfaction.
* Forecast capacity, anticipate booking trends, and collaborate with operations to optimize availability.
* Ensure all departments receive timely, accurate guest information (special requests, dietary needs, celebrations, preferences).
* Maintain clear, professional written communication and thorough handovers across shifts. Update this information in our systems for future references.
* Support seamless guest experiences through proactive follow-ups and accurate coordination.
* Contribute to continuous improvement of reservations processes and systems.
This person is the central coordination point for all reservation-related communication, with our guests, across departments and must be proactive, self-directed, and highly organized. A steady and autonomous presence, the supervisor must handle a dynamic daily workload, balance shifting priorities, and ensure timely and accurate information flow between the reservations office and operational teams.
Profile & Competencies
* Proven experience in reservations, preferably in a luxury hospitality environment.
* Strong verbal and strong written communication skills in English and either Portuguese or German (additional languages are a plus).
* Highly organized, independent, and able to manage high-volume requests with accuracy and calm.
* Proactive mindset with the ability to anticipate needs and follow through reliably.
* Familiarity with reservation and property management systems (PMS/CRM tools) is preferred.
* Comfortable working independently in a non-guest-facing, back-of-house role.