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Business Unit:
Queen Mary

Reservations Supervisor

The Queen Mary

Long Beach

Metro Area:
The Queen Mary


Postal Code:

Functional Area:
Guest Service/Front Office

Requisition Number:

First Open Date:

Post Date:

About the Queen Mary
Located in the Port of Long Beach, the Queen Mary features a rich maritime history, authentic Art Deco décor, and stunning views of the Pacific Ocean and Long Beach city skyline. At the time of her maiden voyage in May of 1936, she was considered the grandest ocean liner ever built. Today the Queen Mary is one of Los Angeles’ major attractions, drawing visitors from around the world. The Queen Mary boasts 346 staterooms spanning three decks including nine full suites which have hosted a variety of colorful characters from World War II leaders to British royalty and the stars of Hollywood’s golden era. The ship also features 80,000 square feet of event space in 17 remarkable Art Deco salons as well as a tri-level, 45,000-square-foot Exhibit Hall; signature restaurants including the award-winning Sir Winston’s and Chelsea Chowder House & Bar; and a selection of retail shops. History buffs enjoy the ship’s museum and Behind the Scenes tour, while guests of all ages love the Ghosts and Legends tour and special events such as Scottish Festival, Dark Harbor, and concerts that are hosted on or by the ship throughout the year.
The 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 and telecommunications department within corporate and hotel guidelines to provide the highest standards of guest service, while maximizing room revenue and occupancy.

Job Responsibilities

Key responsibilities of a Reservations/Telecom Supervisor include:
• Supervising procedural aspects of the hotel’s reservations and telecommunications 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 crew 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 and required experience:

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

An Equal Opportunity Employer

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