Reservation Supervisor

Pyramid Global Hospitality•Miami, FL

1d•$23 - $25•Onsite

About The Position

Pyramid Global Hospitality is a company that prioritizes its employees, fostering a supportive and inclusive work environment that promotes diversity, growth, development, and wellbeing across its 230+ properties worldwide. The company offers comprehensive benefits, ongoing training, and a collaborative culture. The Pullman Miami Airport, a property managed by Pyramid Global Hospitality, prides itself on its culture, full benefit plans including 401k with company match, and bonus programs. They are seeking a highly engaging, customer-focused Reservations Supervisor to join their team. This role is integral to ensuring guests have an exceptional experience from the planning stage of their visit, requiring the supervisor to develop and lead a team that provides outstanding service, accurate information on room packages, promotions, and special events, and resolves guest challenges professionally. The ideal candidate will have a proven track record in hotel/resort reservations, enjoy interacting with people globally, and be passionate about creating memorable guest experiences. This position offers a significant opportunity for career growth in hospitality.

Requirements

High school diploma or equivalent
Previous hotel or resort experience
A strong desire to make an impact on other people
An outgoing and engaging personality
Computer skills
Excellent verbal and written communication skills
Ability to work in a fast-paced setting
Proven track record of developing a team to provide exceptional service
Open to learning and leading by example
Responds in a professional and courteous manner to guests and team
Supports the team both personally and professionally

Nice To Haves

Knowledge of Opera and Delphi
Bilingual in English and Spanish

Responsibilities

Answer calls and greet people from all over the world in a friendly and welcoming manner
Make guest reservations for all accommodations
Ensure accuracy of reservation, recognize guests’ needs and requests, and properly communicate requests to appropriate departments
Promote an understanding of revenue optimization concepts, ideas, and practices to better maximize our Resort’s revenue capabilities
Utilize training of reservations software system to successfully and independently complete reservations in a timely manner
Generate and audit daily reservations reports as assigned to ensure reservation completion, accuracy, and preparedness
Generates additional guest interest in all resort amenities and outlets to assist in achieving ancillary revenue goals and enhance guest vacation experience
Responsible for striving to achieve monthly ADR, conversion, and revenue goals
Maintains a strong familiarity the Resort and surrounding area
Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures
Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction
Maintains strong relationships & communications with Accounting, Front Desk and Guest Services teams
Interacts with resort staff in a polite and respectful manner
Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision
Other duties as assigned