Reservations Supervisor

Blue Harbor Resort & Conference Center is seeking a highly skilled Reservations Supervisor to join our team. As a key member of our reservations team, you will be responsible for leading the team in revenue performance, maximizing track pulse meeting monthly and annual sales goals established by Guest Services Manager.

The ideal candidate will possess excellent communication skills, a positive attitude, and a respectful demeanor towards guests and colleagues. You will be responsible for managing personnel issues in a confidential and professional manner, operating computer reservation systems, and effectively communicating and supervising staff.

Key Responsibilities:

• Lead reservations team in revenue performance maximizing track pulse meeting monthly and annual sales goals established by Guest Services Manager.
• Act as a main resource for reservation agents needing assistance or about achieving customer satisfaction.
• Ensure the reservation department and front office staff are aware of availability, closed dates, high demand dates, etc.
• Respond to all guest reservation requests.
• Answer telephone promptly and courteously.
• Work alongside the Revenue Manager on group bookings and be knowledgeable about group booking processes and procedures.
• Assist with rooming lists and group billings if required.
• Be in constant communication about current specials, promotions, and corporate rates.
• Generate weekly performance of agents and reservations department to manager.
• Train agents uniformly with a consistent script and processes for continuity of performance.
• Monitor and measure call quality on a weekly basis with all agents and make corrections accordingly.
• Enter the guest reservations into the computer system quickly and accurately, using the hotels selling strategy and segmenting reservations into the appropriate category.
• Supervise the reservations sales personnel; interview, recommend hiring, train, coach, and counsel, verify and direct the work and recommend performance reviews and discipline as needed.
• Create and manage third-party reservations.
• Create and manage owner reservations and requests.
• Be knowledgeable of restrictions and how to apply them.
• Work alongside the Guest Service Manager on resumes and be knowledgeable of events at the resort.
• Manage guest complaints.
• Contributes to team effort by accomplishing related results as needed.
• Assists with Front Desk & PBX as needed.

Requirements:

• Reservation experience required.
• Supervisory experience recommended.
• Must possess communication skills in terms of the ability to negotiate, convince, sell, and influence potential hotel guests.
• Positive attitude and respectful demeanor to all guests and colleagues.
• Manage personnel issues in a confidential and professional manner.
• Ability to operate computer reservation systems.
• Ability to effectively communicate and supervise staff.
• High School Diploma or equivalent experience.
• Must be available to work weekends.

Physical Requirements:

• Lift up to 10 lbs.
• Sit and/or stand long periods.

About Blue Harbor Resort & Conference Center:

Blue Harbor Resort & Conference Center sprawls across 12 acres of Lakefront property, boasting stunning surroundings and views of Lake Michigan. Blue Harbor Resort & Conference Center is located in Sheboygan, Wisconsin. Both the Resort and the community are a true destination.