Reservations Supervisor- Full Time
6 days ago
Position: Reservations Supervisor
Reports to: Guest Services Manager & Rooms Division Manager
Job Purpose: Serves as the first line of support for the reservation team. Assists with issues, questions and training.
Job Summary: Manage/Supervise and handle all telephone inquiries and reservations to provide efficient, accurate and courteous reservation services and telephone solicitations while maintaining on-going communications with group sales and the front desk on room status.
Duties
- 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.
Qualifications
- 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.
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