Reservations Supervisor

Job Description

Job Description

Position Overview:

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. 

About Cote Family Companies:

For over 100 years, this family-owned company has distinguished itself by providing unique, transformative experiences and exceptional memories. Our resorts provide an array of services including accommodations, golf, spa food & beverage, retail, equestrian and conference/event opportunities. Our camps provide transformational memories that our attendees carry with them forever. The Cote Family has invested in its current ventures and is poised for further growth. 

COTECares

CoteCares is our “Way of Life”. We believe in enriching the lives of those within our community and this inspires us to create transformative experiences and exceptional memories. 

Our associate journey begins and ends with a positive work environment and experience for our team. CoteCares is the namesake for our culture, and our commitment to a culture where all associates feel respected, safe, empowered, appreciated, excited, included and a sense of belonging to something extremely special. Whether it be through community involvement or internally working with each other, CoteCares expresses our world and what we want it to be.  

Career Pathing:

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.

Duties & Responsibilities: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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

Job Requirements:

• 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.

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