Reservations and Communications Supervisor - Full Time

Trump Miami Resort Management LLC • FL

102d

About The Position

The position involves supervising the general job performance of all reservations agents to ensure the highest level of quality to all stakeholders, including individual callers, group guests, spa and tee-time customers, and internal guests. The role supports the Reservations Manager, Assistant Reservations Manager, and Reservations Sales Agents, and has oversight of the Reservations department in the absence of the Reservations Manager or Assistant Reservations Manager.

Requirements

• High School Diploma or equivalent required; college degree preferred.
• 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.

Responsibilities

• Ensure 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 other standards set by the department leader.
• Daily review of NAVIS calls compliance, outbound sales, and trends.
• Coach and mentor agents on how to close sales and increase revenue.
• Answer Reservations phone calls and assist guests with issues pertaining to reservations that an agent might not be able to handle.
• Process VIP Reservations, Wholesale Reservations, or Negotiated Reservations within 24 hours.
• Process daily No Shows, Cancellations, and Long Stay Reservations to collect revenue.
• Process 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 processing 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 guest inquiries are answered promptly and efficiently.
• Ensure the office is well stocked and agents have the necessary tools to complete their jobs.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED