Reservations Supervisor

The successful candidate will support team members in delivering friendly, efficient, and informative service to guests and travel partners by providing accurate information regarding accommodations, resort amenities, dining options, recreational activities, and other resort offerings. Success in this role requires a detail-oriented professional who can work independently, lead by example, and contribute to guest satisfaction, team performance, and revenue growth through consistent execution of established sales and service standards.

Essential Functions/Responsibilities

• Assisting with monitoring agent production and activity
• Maintain and improve the quality of the guest experience BEFORE they arrive and AFTER they have booked
• Answer phones and follow a routine script to gain and qualify the guests needs, ensuring proper information is received, special requests are noted and accurate information is established
• Follow set procedures on booking specific rate plans, packages and note guests special needs and/or requests to ensure their experience is flawless
• Maintain reservation arrivals and room inventory for availability
• Promote and sell special hotel programs, special rate packages, and upgrades when appropriate
• Answer the telephone in a professional manner and assist guests with any questions, sale of the outlets, and directions to the property etc.,
• Maintain Reservations email for written requests/needs and bookings
• Enter and maintain group blocks, information and inventory
• Maintain an up-to-date working knowledge of all resort amenities as well as any special events
• Interact with resort staff in a professional manner, assisting other departments with necessary information on guests' arrivals and requests/special needs
• Be knowledgeable of all emergency procedures and Resort policies
• Communicate all pertinent information to the Director of Revenue/Reservations, Front Desk Managers, Director of Rooms and Sales Department as necessary
• Champion programs that train and develop the team as it relates to policies and procedures
• Cultivate an atmosphere of continuous learning
• Foster and grow working relationships with other departments
• Maintain and improve the quality of information given to guests via the phone or email

Qualifications / Requirement

• High school graduate or equivalent required
• Excellent oral and communication skills required
• Excellent multi-tasking skills required
• Ability to handle stressful situations in a calm, professional manner
• Sales experience, hospitality preferred
• Able to work varying shifts depending on the requirements of the position
• Two years of hotel reservations experience
• One year of supervisory experience