Reservations and Communications Supervisor - Full Time

Trump Hotel Collection • Doral, FL

108d

About The Position

Supervise the general job performance of all reservations agents to ensure highest level of quality to all stakeholders, including but not limited to individual callers, group guests, spa and tee-time customers, as well as all internal guests. Supports Reservations Manager, Assistant Reservations Manager, and Reservations Sales Agents. Has oversight of the Reservations department in absence of Reservations Manager or Assistant Reservations Manager.

Requirements

• High School Diploma or equivalent required.
• Two years with travel industry reservations system and hotel property management systems mandatory.
• Excellent oral and written communication skills.
• Ability to manage and work with outside groups and agencies.
• Excellent organizational skills.
• Ability to work well under pressure.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Strong interpersonal skills.

Nice To Haves

• College degree preferred.

Responsibilities

• Ensure the adherence of all agents to the professional standards set forth by the company.
• Monitor and report on agent productivity using NAVIS System, including shop scores, Upselling, talk time, conversion, and any other standard as set by the department leader.
• Daily review of NAVIS calls compliance, outbound sales, and trends.
• Coaches and mentors agents on how to close sales and increase revenue.
• Answers Reservations phone calls and be available to assist guests with issues pertaining reservations that an agent might not be able to handle on their own.
• Processes VIP Reservations, Wholesale Reservations, or Negotiated Reservations within 24 hours.
• Processes daily No Shows, Cancellations, and Long Stay Reservations to collect revenue.
• Processes OTA No Shows/Cancellations and updates via Extranet.
• Interview, train and supervise reservation agents for the efficient operation of the department.
• Manage the departmental schedule, and ensure all shifts are covered.
• Monitor performance and give feedback according to established standards.
• Work closely with the Catering Sales team to ensure zero errors in the processing of group lists, inventory management of group blocks, set up billing and routing, and room assignments if required.
• Work closely with Front Office team to ensure any guests inquiries are answered in a prompt, efficient manner.
• Ensure office is well stocked, and agents have the necessary tools to complete their jobs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: High school or GED
• Number of Employees: 251-500 employees