Reservations/Rapid Response Supervisor

Horseshoe Bay Resort•Horseshoe Bay, TX

13h•Onsite

About The Position

The Reservations / Rapid Response Supervisor oversees day-to-day reservation operations with a focus on associate training, guest satisfaction, and operational efficiency. This role ensures the reservations team is knowledgeable of all resort offerings and effectively guides guests to products and services that meet their needs. The Supervisor monitors productivity, call handling, and in-house guest requests in alignment with the goals and direction of the Director of Reservation Sales.

Requirements

High school diploma or equivalent required
Three to six months of related experience or an equivalent combination of education and experience
Ability to read and interpret business correspondence, procedures, and operational guidelines
Ability to write routine reports and correspondence
Ability to communicate effectively with guests, associates, and management
Ability to perform basic calculations including percentages, discounts, and commissions
Ability to understand and work within departmental budget guidelines
Ability to solve practical problems in a fast-paced environment
Ability to interpret written, verbal, and schedule-based instructions
Ability to sit, stand, walk, and use hands for computer and telephone work
Occasional stooping, kneeling, or reaching
Ability to lift and carry up to 25 pounds

Nice To Haves

College coursework, technical certificate, or related training preferred

Responsibilities

Supervise daily operations of the Reservations and Rapid Response team
Train, coach, and support associates on guest service standards and product knowledge
Monitor call quality, productivity, and service levels
Accurately communicate rates, packages, and resort offerings within approved guidelines to protect revenue
Answer all incoming inquiries and reservation requests
Book accommodations and advanced activity reservations, including golf, spa, marina, dining, kids’ club, and tennis
Handle in-house guest calls and dispatch requests to appropriate resort departments
Respond to accounting-related inquiries and create service tickets as needed
Maintain current knowledge of resort amenities, hours of operation, and product updates; communicate changes to the team
Ensure associates complete required familiarization activities for resort offerings
Conduct one-on-one coaching and sales training; review performance and identify improvement opportunities
Complete required documentation, correspondence, and reporting
Maintain a clean, organized, and professional work environment
Represent Horseshoe Bay Resort professionally with guests, members, associates, and leadership
Assist with additional duties or projects as business needs require

Benefits

Weekly meal subsidies
Retail and dining discounts at Horseshoe Bay Resort
Discounts at all Crescent Hotels & Resorts properties
Limited access to select resort amenities (based on occupancy and business levels)
Medical, Dental, and Vision Insurance
Paid vacation and holidays
401(k) plan with employer match
Short- and long-term disability coverage
Critical illness and accident insurance
Associate Relief Fund