Reservations Supervisor- Full Time
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About The Position
The Reservations Supervisor at Blue Harbor Resort & Conference Center plays a crucial role in managing the reservations team and ensuring exceptional service for guests. This position serves as the first line of support for the reservation team, assisting with issues, questions, and training. The supervisor is responsible for overseeing all telephone inquiries and reservations, providing efficient, accurate, and courteous reservation services while maintaining ongoing communication with group sales and the front desk regarding room status. In this role, the Reservations Supervisor will lead the reservations team in maximizing revenue performance, ensuring that monthly and annual sales goals established by the Guest Services Manager are met. The supervisor acts as a primary resource for reservation agents, helping them achieve customer satisfaction and ensuring that the reservation department and front office staff are informed about availability, closed dates, and high-demand periods. The supervisor will respond to all guest reservation requests promptly and courteously, and will work closely with the Revenue Manager on group bookings, demonstrating knowledge of group booking processes and procedures. Additionally, the supervisor will generate weekly performance reports for agents and the reservations department, train agents uniformly with a consistent script and processes, and monitor call quality to ensure high standards are maintained. The role also involves entering guest reservations into the computer system accurately, supervising reservations sales personnel, managing third-party and owner reservations, and handling guest complaints effectively. The Reservations Supervisor contributes to the team effort by accomplishing related results as needed and may assist with Front Desk and PBX duties as required.
