Reservations Supervisor

The La Jolla Beach & Tennis Club is currently seeking a highly skilled Reservations Supervisor to join our team at our beautiful oceanfront property

Be a part of the diverse team at La Jolla Beach & Tennis Club, Inc. Our landmark hotels and restaurants have become La Jolla institutions, which are founded on family values and community mindedness. La Jolla Beach & Tennis Club, Inc. offers excellent benefits and a great work environment for our employees.

What we offer:

• Free daily meal and salad bar
• Free parking
• Benefits including: Medical, Dental, Vision, 401K (based on employment status)
• Paid vacation, sick, and holiday time
• Dining discounts for employees (and up to 6 guests) at the Marine Room, The Shores Restaurant, and our Club Dining
• Property retail shop and hotel discounts
• $500 referral bonus for referring new employees to The La Jolla Beach & Tennis Club

What we ask:

• Consistently provide professional, attentive, and genuinely friendly service
• Promote and follow LJBTC, Inc's Signature Service standards and requirements to ensure a lasting impression of exemplary service resulting in satisfied and loyal members and guests

Full Time

Pay Range: $24-$26/hr.

Schedule: Based on business levels - Shifts may be from 7am - 10pm

SUMMARY

The Reservations Supervisor assists the Rooms Division Manager by overseeing day-to-day reservations department operations and is responsible for all Navis administration and maintenance. Promotes and follows LJBTC, Inc.'s Signature Service standards and requirements ensuring a lasting impression of exemplary service resulting in supremely satisfied and loyal members and guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Department Guiding Responsibilities:

• Communicates, demonstrates and retains knowledge of company policies, and enforces safety regulations.

• Prepares, implements and monitors department procedures (Rate/Rm Type Overrides, 3rd Party bookings, Dept PSS's, Package bookings/promotions etc).

• Schedules Reservations Department meetings. Compiles significant data and assists with writing the monthly agendas, assigning minute takers and posting.

• Prepares the Weekly Reservations Schedule with the Sales Team and Front Desk- and reviewed by the Rooms Division Manager on Tuesday and distributed to the staff on Wednesdays.

• Attends and participates in meetings, training sessions and other company activities and functions as needed. Stays up to date with current trends in the industry.

• Delegates tasks and projects (Weekly Gameplan) to the reservations staff and follows up on completion expectations.

• Able to reason with guests, handle disputes and participate in problem solving situations and inform the manager regarding relevant issues in a timely manner.

• Offers creative feedback to increase agent productivity.

• Able to confront difficult situations in a professional and diplomatic manner. Able to provide objectives, factual feedback and constructive criticism and then document issues appropriately.

Revenue and Sales Duties:

• Retains knowledge of all rates, packages, promotions and financial information to motivate and educate the staff.

• Prepares rooms reports to include; updating the forecasting model, STR reports, Business Review Packets and other reports as needed.

• Attends regularly scheduled weekly meetings in place of the Rooms Division Manager as needed

• Administers the established room and rate availability guidelines in order to maximize rooms occupancy and meet or exceed revenue goals.

• Reviews Unifocus scores as needed for guest satisfaction, department training and follow up.

Navis Duties:

• Analyzes call volume reports by reviewing abandoned call percentages to ensure proper staffing is scheduled based on history and trends while staying within budget guidelines and the needs of the Beach Club Front Desk.

• Responds to and/or delegates Leads/Inquiries from Navis and/or company emails and ensures a less-than- 48- hour response is given.

• Compiles the Scoreboard Report from Navis (weekly) to update the agents and answer questions and/or address concerns.

• Monitors Call Results from Navis to include; Property Turndowns and Other Inquiries or other questionable call results.
• Other duties may be assigned.

OUTCOME

This position plays an essential role in maximizing guest satisfaction, quality call assurance and ensuring the financial success of the company. Employees in this position are expected to achieve the desired results by monitoring and controlling the quality and accuracy of room sales and assisting the Rooms Division Manager as needed.

SUPERVISORY RESPONSIBILITIES

Responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Displays a high level of integrity and professionalism at all times and leads by example.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associates degree (A.A.) or equivalent from two‑year college or technical school; Bachelor's Degree preferred; or 4 to 6 years related experience and or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is required to walk and taste or smell. The employee is occasionally required to sit.

The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORKING CONDITIONS

ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts. The noise level in the work environment is usually moderate.

Employees are required to perform all tasks as safely as possible and to adhere to the applicable safety procedures.

The La Jolla Beach & Tennis Club is committed to ensuring a safe work environment for all employees. In compliance with federal "Right to Know" requirements, the company freely discloses this information so that all employees are informed

about potential hazards in the work place. We encourage all employees to immediately report any known or potentially dangerous hazards to management.

INTERACTION

Employees in this position interact constantly with employees, members, guests, and potential customers via telephone or in person. This position also requires frequent interaction with many other departments. Employees in this position must have the ability to communicate effectively and provide friendly customer service to these and all other designated internal and external customers.

SCHEDULING

This company operates seven days a week, 24 hours a day. Shifts will generally be rotated unless you were hired for a specific shift, as much as possible to be fair to everyone. At times it may be necessary to move you from your accustomed shift if business or task assignments demand. In addition, it should be understood that business needs determine the number of hours that you work.