Reservations Supervisor- Full Time

6 days ago


Sheboygan, United States Blue Harbor Resort & Conference Center Full time
Job DescriptionJob Description

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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