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
