Business Unit:
Evolution Hospitality

Title:
Reservations/Telecom Supervisor

Location:
L’Auberge de Sedona

City:
Sedona

Metro Area:
Sedona

State:
AZ

Postal Code:
86336

Functional Area:
Reservations

Requisition Number:
798964

First Open Date:
10/29/2019

Description:

About This Opportunity:

We are currently looking for a Reservations Supervisor to join our team.  As a Reservations Supervisor, you’ll be responsible for supervising the operational activities of the Hotel’s reservations department within corporate and hotel guidelines to provide the highest standards of guest service, while maximizing room revenue and occupancy.

Responsibilities:

Key responsibilities of a Reservations include:

  • Supervising procedural aspects of the hotel’s reservations department, maintaining a presence during peak traffic periods
  • Analyzing call volume to determine how calls are to be routed and handled
  • Providing accurate detailed reporting on call volume and purpose of call
  • Observing team members while they work to ensure that the reservations team is accurately handling reservation requests in an efficient and Guest service-oriented manner
  • Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
  • Performing agent duties as necessary
  • Overseeing third party and group reservation booking and accuracy
  • Assisting employees with questions and problems as they occur
  • Maintaining open communication between departments
  • Ensuring that all safety and security policies and procedures are followed
  • Assisting with the training, coaching and development of team members
  • Assisting with interviewing and hiring team members
  • Managing and resolving all guest complaints and compliments in a professional and courteous manner
  • Maintaining an up to date working knowledge of all property amenities as well as any special events

Job Requirements:

The ideal candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate leadership abilities.

The minimum qualifications for this position are:

  • Understanding of full service hotel products and guest services
  • Previous call center supervisory experience
  • Highly organized and results oriented
  • Ability to be flexible and work well under pressure in a fast-paced changing environment
  • Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
  • Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
  • Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
  • Must possess strong communication and listening skills
  • Ability to work a varied schedule that may include evenings, nights, and weekends

Preferred & Required Experience:

  • One to three years reservations/telecommunications experience in a hotel or resort property of similar size and quality



Apply Now




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