Reservations Supervisor
About The Position
The Supervisor, Reservations plays a critical role in overseeing the daily operations of the reservations team to ensure exceptional customer service and efficient booking processes. This position is responsible for managing reservation process performance and implementing strategies to optimize reservation workflows. The Supervisor acts as a liaison between customers and other departments to resolve issues promptly and maintain high satisfaction levels. They analyze reservation data to identify trends and opportunities for improvement, contributing to overall business growth. Ultimately, this role ensures that all reservation activities align with company standards and support the organization's goals for revenue and customer experience. This role will review definite room blocks in CI/TY, input and modify group & FIT booking, build room blocks in PMS/MARSHA, reconcile & house.
Requirements
- High school diploma or equivalent; associate or bachelor's degree preferred.
- Minimum of 3 years experience in reservations, customer service, or a related field.
- Proven experience in a supervisory role within a reservations or call center environment.
- Strong knowledge of reservation systems and booking software.
- Excellent communication and interpersonal skills.
Nice To Haves
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Experience with CRM and advanced reservation management platforms such as CI/TY, MARSHA and OPERA.
- Demonstrated ability to analyze data and generate actionable insights.
- Familiarity with industry-specific regulations and compliance standards.
- Multilingual abilities to support diverse customer bases.
Responsibilities
- Achieve daily and monthly performance targets.
- Monitor reservation systems and processes to ensure accuracy and efficiency in booking and customer data management.
- Collaborate with sales, marketing, and operations departments to align reservation strategies with business objectives.
- Prepare and analyze reports on reservation trends, team performance, and customer feedback to inform management decisions.
- Ensure compliance with company policies, industry regulations, and data privacy standards in all reservation activities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Accommodation
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
