Complex Reservations Supervisor
About The Position
The Reservations Supervisor handles reservations, inquiries, and cancellations in an attentive, courteous, and efficient manner, quoting available rates to maximize room revenue in accordance with Highgate Hotel standards. The supervisor also participates in the monthly Rooms Merchandising meeting and oversees the daily operations of the Reservations Department at Southernmost Beach Resort in Key West, Florida. This role leads, coaches, trains, and develops reservation associates; monitors service quality and response times; supports guests with reservation needs and escalated concerns; and coordinates with other departments to deliver a seamless guest experience. It also supports inventory monitoring, rate strategies, reporting, staffing, and compliance with company policies and brand standards. The position directly supervises Reservation Agents.
Requirements
- High school diploma or equivalent required.
- Minimum 2 years of hotel reservations experience required.
- Knowledge of hotel property management systems and reservation software.
- Strong customer service, communication, and problem-solving skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficiency with Microsoft Office applications.
- Ability to sit for extended periods while working on a computer.
- Ability to communicate effectively by phone, email, and in person.
Nice To Haves
- College degree preferred.
- Prior supervisory experience preferred.
Responsibilities
- Supervise and support the daily operations of the Reservations Department.
- Lead, coach, train, and develop reservation associates.
- Monitor call quality, email response times, and guest service standards.
- Ensure reservations are entered accurately and efficiently into the property management system.
- Assist guests with room reservations, modifications, cancellations, and special requests.
- Resolve guest concerns and escalated reservation issues professionally and in a timely manner.
- Coordinate with Front Office, Revenue Management, Sales, and other departments to ensure seamless guest experiences.
- Monitor room inventory, occupancy levels, and booking trends.
- Assist with implementing rate strategies, promotions, and package offerings.
- Review daily, weekly, and monthly reservation reports.
- Maintain knowledge of hotel amenities, services, local attractions, and special events.
- Ensure compliance with company policies, brand standards, and reservation procedures.
- Assist with scheduling and staffing to ensure adequate department coverage.
- Conduct training, coaching, performance evaluations, and corrective action when necessary.
- Foster a positive, team-oriented work environment.
- Participate in the monthly Rooms Merchandising meeting.
- Perform additional duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k) retirement plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave in accordance with applicable law
- Employee assistance program (EAP)
- Educational opportunities and tuition reimbursement
- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
