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Reservations Supervisor

2 months ago

Fort Lauderdale, United States Pier Sixty Six Full time

Overview:

South Floridas beacon of hospitality, Pier Sixty-Six Resort is returning to Fort Lauderdale with an opening date of October 2024. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave will be home to the extraordinary luxury resort hosting 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort will assemble over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you.

We currently have an opportunity for a well-rounded Reservations Supervisor to join our Pier Sixty-Six Resort opening team

The primary responsibility of this position is to assist in the day-to-day operations and administration of the Reservation Sales office and Call Center. This includes monitoring the performance standard for all Reservation Sales functions, participating in new hire and ongoing training, and assisting in the administration of electronic marketing. The Reservations Supervisor will ensure all reservations are processed efficiently and highly customer service-oriented. The Reservations Supervisor will oversee the reservations department in the absence of the Reservations Manager. This position also requires maintaining an upbeat, positive, and professional demeanor in a busy and/or changeable office atmosphere.

Responsibilities:
  • Complete and ongoing training of all team. Support the development of daily reservation sales agents by helping monitor and evaluate shop calls. Follow up with reinforcement of sales techniques. Assist in developing the departments annual training plan. Implement weekly/monthly activities to support this plan.
  • Perform Navis (Revinate) coaching call sessions with Reservation Sales Agents.
  • Lead by example and hold the team accountable for the achievement of outbound call and booking goals.
  • Work closely with the front desk to ensure that special guest requests are handled appropriately and consistently.
  • Take reservation sales calls and make reservations in an efficient and customer focused manner to achieve high level guest service. Achieve consistent call quality scores of 90% or better.
  • Assist reservation sales agents in problem resolution with guests. Ensure corrective action is taken to exceed guest expectations.
  • Monitor recreation sales agent completion of daily tasks.
  • Process all electronic marketing reservations efficiently and accurately. Assist in inventory management.
  • Interface with the Director of Revenue Strategy and Reservation Manager to communicate yield strategy changes to reservation sales agents.
  • Monitor and respond to guest emails in an appropriate manner. Manage the internal guest waitlist.
  • Assist with communicating and completing accurate reservations statistical reporting.
  • Assist in monitoring the system to ensure service levels and abandonment ratios are at standard (abandonment of 5% or less).
  • In conjunction with the Reservations Manager, develop and promote monthly reservation sales agent incentives. Incentives will be based on areas where performance improvement and/or sales goals are needed.
  • Ensure accuracy of all details for reservations entered into Infor HMS by overseeing checks and balances. Interface with Accounting as needed on billing and commission issues.
  • Participate in the interview process for all reservation sales agents before hiring.
  • Oversee scheduling to ensure incoming call volume is handled in an appropriate manner, while ensuring budget guidelines are met.
  • Participate in weekly revenue meeting and represent department in absence of Reservations Manager.
  • Assist Reservations Manager with planning and execution of monthly department meeting.
  • Achieve a monthly conversion (sales) of 40% or higher.
  • Set the department standard with impeccable attendance practices.
  • Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the role's demands.
  • Professional appearance is required.
  • Other duties as assigned.
Qualifications:
  • Previous supervisory experience required, preferably in a hospitality or call center environment
  • Previous hospitality or related experience preferred (i.e. travel, tourism, airlines).
  • Previous Salesforce/ Delphi.Fdc experience is a plus
  • People Person - must possess a professional, positive presentation and strong motivation to provide exceptional customer service
  • Ability to thrive and succeed in a fast-paced, demanding work environment
  • Ability to use office equipment in an efficient and effective manner
  • Strong organizational skills
  • Strong computer skills including proficiency with Microsoft Office software suite
  • Ability to read and comprehend instructions and create correspondence and memos
  • Ability to work as a team-player and accept assignments from multiple individuals.
  • Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the role's demands.
  • Able to type 35 w.p.m.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

  • Group medical, dental, vision, life, and disability benefits
  • Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
  • An employee assistance program
  • Paid time off/sick time
  • Participation in a 401(k) plan with a company match
  • Complimentary team member meals
  • Complimentary room nights at CoralTree Hospitality managed properties

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality. #piersixtysixresort