Reservations Supervisor

Reservations Supervisor

The Reservations Supervisor is responsible for the general supervision of the reservations call center. Role is responsible for training, conflict resolution, scheduling and other tasks as needed. This position assists in setting department standards for the team, and holds the employees accountable to them.

This role is a key position in our operational excellence delivery goals. The role may advance into a manager level position should the incumbent demonstrate sufficient strategic development and enlargement of performance scope. The successful person will be an advocate of our mission, values, and brand from an Guest Services level.

Supervise reservations employees, setting expectations and maintaining accountability

Responsible for selling and booking room nights, spa appointments, tee times, activities and dinner reservations at Cote Family Destination properties

Assist in reviewing historical call volume trends to try and predict call center patterns year to year

Maintain strong relationships with all departments by communicating often and consistently

Responsible for assisting in setting, maintaining, and executing training plans

Ensure guest satisfaction by maintaining approved service standards and procedures set by the resort.

Implement and maintain applicable policies and procedures in accordance with Resort's needs.

Responsible for recruitment, selection, supervising, training and development, mentoring and evaluating Reservation staff to maximize production.

Respond to service recovery issues, control guests' reservations & rates.

Assists key members of management with "special" reservations (trades, comps)

Other duties as may be assigned

Strong public speaking skills, exceptional interpersonal and written communication skills

Appropriate, empathetic, direct approach to management

Outstanding attention to detail, organization, decision-making and analytical skills

Self-starter, innovator, results-driven with ability to meet both short and long term business goals

Ability to manage time well, meet imposed deadlines and ability to work flexible hours

Innovative and change driven with a high sense of urgency.

Proven problem solving skills with ability to maintain composure in stressful situations.

This position requires the ability to stand, and, walk, 5-6 hours at a time, climb stairs, reach, and bend.

The position may also require the ability to lift over 25 pounds occasionally.