Reservations Supervisor

Reservations Supervisor

The Reservations Supervisor position reports to the Reservations Manager, and in this role, you will balance hands-on reservation support with assistance in the operational oversight for the reservations department. Approximately 3040% of your day will be spent handling reservation calls and assisting guests with booking inquiries to ensure a seamless reservation experience. In addition, you will routinely perform quality assurance audits to maintain accuracy, service standards, and adherence to department procedures. You will manage a portion of our contracted group bookings to ensure details are entered and monitored correctly. You will provide daily, weekly and monthly reporting on key reservations metrics and reporting updates to the Reservations Team to support performance awareness and continuous improvement. This job requires you to report to work in the office and is not eligible for remote work.

Essential Job Functions

• Assist with the daily operational oversight for the reservations department.
• While handling reservation sales calls, promote best-in-class reservation sales, and customer service solutions while adhering to Forbes Travel Guide standards.
• Provide guests with information and personalized recommendations based upon your extensive knowledge of all hotel facilities.
• Applies specialized customer service skills to include extraordinary follow-up, rapport building and organizational skills through voice and digital communication.
• Oversee a portion of the assigned group room blocks for confirmed events, serving as the primary point of contact for all room reservation needs post-contract execution.
• Establish and maintain professional relationships with event planners, ensuring seamless coordination of guest room arrangements.
• Accurately input and manage rooming lists within OPERA, ensuring data integrity and timely updates.
• Set up billing structures and routing instructions in accordance with contractual agreements and planner specifications.
• Monitor group pickup and attrition against contracted commitments, proactively identifying trends and potential risks.
• Listen to recorded voice calls for the purpose of identifying trends, potential risks and successes, and to provide detailed reporting and analytics.
• Reconcile third-party Online Travel Agent commissions for Expedia and Booking.com reservations at the end of the month.
• Input and maintain daily call volume and revenue metrics data reporting from the previous day's results.

Education/Experience

Education: High School diploma or relevant field of work or an equivalent combination of education and work experience.

Requirements

Technical Skills and Knowledge preferred, but not required:

• OPERA
• DELPHI
• Revinate
• Passkey
• Microsoft Office

The ideal candidate for this role should possess at least 2 years or more of progressive work experience in the below:

• Experience working in a hotel or hospitality environment.
• Experience in Reservation Sales
• Experience working directly with customers in a customer service environment
• Experience working in a sales-oriented environment

Must have:

• Ability to work in an environment that demands exceptional performance.
• Must be self-motivated + sales and service driven.
• The ability to use creativity to own and proactively resolve all customer problems quickly and effectively, ensuring guest satisfaction.
• Above average verbal and written communication skills listening, verbal and written.
• A keen interest in luxury to inspire.
• A fully flexible schedule including weekdays, weekends, mornings and early evenings
• The ability to tailor information for an effective customer interaction.
• Demonstrated clear, concise and professional communications skills, including adapting both verbal and written communications to the needs of the department.
• Demonstrated ability to implement and track multiple requests at one time.
• Demonstrated ability to maintain a consistent, high-quality customer-focused organization.
• Demonstrated ability to use multiple systems and platforms to complete request.
• Demonstrated ability to problem solve.

Physical Demands

• This position is primarily sedentary and requires prolonged periods of sitting while working at a computer workstation and managing telephone communications throughout the workday.
• Requires continuous use of a computer, including frequent keyboarding, data entry, and navigation between multiple reservation and communication systems.
• Must be able to maintain sustained focus and attention while handling a high volume of inbound and outbound telephone interactions.
• Requires repetitive hand, wrist, and finger movements associated with extended keyboard and mouse use.
• Ability to communicate clearly and professionally by phone for extended periods of time.
• Requires visual acuity to review reservation details, reports, emails, and system data on computer monitors for prolonged durations.
• Occasional reaching, bending, or light lifting of office materials may be required; however, the role involves minimal physical exertion overall.

Salamander Hotels & Resorts is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.