Reservations Supervisor

Viceroy Hotels ViceroyHotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C.,St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026. Location The property offers 73 guest rooms and 12 single-level penthouse residences, all with sweeping views of Idaho’s Rocky Mountains. Guests and owners will enjoy an elevated level of personalized service and an extensive amenity suite, including a 5,700-square-foot full-service spa, a 1,500-square-foot fitness center, six treatment rooms, an indoor thermal pool, cold plunge, sauna, and steam rooms. A state-of-the-art rooftop observatory and outdoor terrace bar will provide unobstructed access to the Central Idaho Dark Sky Reserve, the first designated preserve of its kind in the U.S. and one of only 12 globally. Overview Located at the southeast corner of Main Street and River Street East—the gateway to downtown Ketchum, Idaho—and just minutes from Bald Mountain’s River Run base, this exceptional property will debut as Sun Valley’s first luxury hotel and for-sale residence offering. As part of the Viceroy team, you’ll help bring our signature experiential hospitality to one of North America’s most iconic, year-round mountain destinations. The Reservations Supervisor is responsible for managing the day-to-day reservation functions for The Observatory Sun Valley while supporting the Director of Revenue Management with inventory controls, room block management, reservation accuracy, and guest communications. This on-site position serves as the property's primary reservations resource, ensuring a seamless booking experience for guests, travel advisors, and internal stakeholders while supporting revenue optimization strategies. Responsibilities Manage all individual reservation inquiries, modifications, cancellations, and special requests. Review daily arrivals, departures, VIP arrivals, and guest preferences to ensure accuracy and readiness. Maintain room inventory and room type availability under the guidance of the Director of Revenue Management. Assist with group room block management, rooming lists, and reservation-related group activity. Monitor reservation activity and identify inventory discrepancies, booking errors, or operational concerns. Coordinate reservation-related communication between Revenue Management, Front Office, Housekeeping, Sales, and Guest Services. Ensure rate codes, packages, promotions, and room types are accurately maintained within hotel systems. Audit reservations to ensure guest information, billing instructions, deposits, and special requests are accurate. Monitor OTA, CRS, GDS, and other distribution channel reservations for accuracy and consistency. Maintain rate integrity and follow established revenue management strategies and restrictions. Assist with forecasting efforts through accurate reporting, reservation audits, and data maintenance. Support pre-arrival guest communications and coordinate special accommodations when needed. Serve as the property's subject matter expert on reservation systems and processes. Be knowledgeable of all hotel accommodations, amenities, outlets, services, and local experiences. Support pre-opening reservation system setup, testing, and operational readiness activities. Train Front Office team members on reservation procedures, room types, rate codes, packages, and booking policies. Partner with Front Office leadership to ensure reservation standards and procedures are consistently followed. Assist with onboarding and training new Front Office associates on reservation systems and guest booking processes. Conduct periodic audits and coaching to ensure reservation-related procedures are executed accurately. Assist in developing reservation and Front Office SOPs, job aids, and training materials. Monitor and communicate VIP arrivals, special guests, and guest requests to operational departments. Maintain organized reservation records, reports, and supporting documentation. Maintain a professional working relationship and promote open communication with all departments. Follow all hotel policies, procedures, and service standards. Perform additional duties as assigned. Qualifications High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field preferred. Minimum of two years of experience in hotel reservations, front office operations, revenue management support, or guest services required. Previous supervisory, lead, or training experience preferred. Experience with Opera PMS and hotel reservation systems strongly preferred. Knowledge of CRS, GDS, OTA channels, and revenue management principles preferred. Proficiency in Microsoft Office, including Outlook, Word, and Excel. Strong organizational skills and exceptional attention to detail. Excellent verbal and written communication skills. Ability to multitask, prioritize, and manage deadlines in a fast-paced luxury hospitality environment. Strong analytical, problem-solving, and decision-making skills. Ability to maintain confidentiality and exercise sound judgment. Must be able to effectively communicate with guests, travel advisors, and team members in a professional and service-oriented manner. Must be able to work a flexible schedule, including weekends, holidays, and peak business periods. Must be able to sit, stand, bend, lift, carry, push, pull, or otherwise move objects up to 20 pounds occasionally. Luxury hotel experience preferred. Additional Requirements Reports directly to the Director of Revenue Management. This is an on-site position based at The Observatory Sun Valley. Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions. Must be effective in handling problems, including anticipating, preventing, identifying, and resolving issues as necessary. Must be able to understand and apply complex information, data, and operational requirements from various sources to achieve business objectives. Must be able to cross-train in other hotel-related areas as needed. Must maintain confidentiality of guest, employee, and company information. Must demonstrate initiative, including anticipating guest and operational needs. Approach all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner. Attend all required hotel meetings, trainings, and pre-opening activities. Maintain regular attendance in accordance with business needs. Maintain high standards of personal appearance and grooming, including adherence to uniform and nametag requirements. #J-18808-Ljbffr The Observatory Sun Valley, A Viceroy Resort