Reservations Supervisor

CoralTree Hospitality•Orlando, FL

9d•Onsite

About The Position

The Reservations Supervisor oversees the daily operations of the Reservations and PBX teams, ensuring exceptional guest service, operational efficiency, and revenue generation. This role provides leadership, coaching, and performance management for Reservations and PBX agents while monitoring key performance metrics and revenue production. The Reservations Supervisor is responsible for maintaining service standards, maximizing room revenue opportunities, ensuring accurate reservation processing, and overseeing PBX operations to deliver seamless guest experience. This position reports to the Call Center Manager and collaborates closely with Rooms Division leaders to ensure effective operations, team performance, and guest satisfaction.

Requirements

Previous hotel supervisory experience preferred
Minimum of 2 to 3 years of experience in hotel leisure/group reservations, front office or call center
Working knowledge of hotel property management systems (HMS), central reservations systems, and PBX operations.
Previous Forbes/LQA and AAA experience is preferred
Revinate and Delphi experience is a plus
Ability to thrive and succeed in a fast-paced, demanding work environment
Strong organizational and time management skills
Proficient in Microsoft Office, including Excel, Word, and Outlook.
Ability to analyze reports, monitor performance metrics, and support revenue-generating initiatives.
Must be flexible to work evenings, weekends, and holidays as business demands require.

Nice To Haves

Previous hotel supervisory experience
Previous Forbes/LQA and AAA experience
Revinate and Delphi experience

Responsibilities

Act as a main resource for reservation agents and pbx agents needing assistance technically or with regards to achieving guest satisfaction
Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
Support the completion of daily departmental checklists and ensure important information is properly communicated between shifts and escalated to the Call Center Manager when necessary
Review systems to ensure accurate room reservation handling and monitoring of call quality
All tasks and guest interactions must be performed in alignment with Forbes, LQA, and AAA standards to ensure a consistent, elevated level of service that reflects the brand’s commitment to excellence
Assist the Call Center Manager with departmental training and ongoing refreshers related to hotel knowledge, reservations procedures, service standards, and call center expectations
Audit call quality for Reservations Sales and PBX Agents to ensure alignment with Forbes, LQA, and brand service standards
Monitor Revinate performance metrics and call conversion results to identify coaching opportunities and communicate trends to the Call Center Manager
Ability to analyze and resolve problems while exercising good judgment and maintaining the best interest of the hotel
Assist with group reservations, room blocks, and inventory updates while following established direction from the Call Center Manager, Sales, and DORS
Perform group booking functions, including building room blocks, managing inventory, and auditing group blocks before, during, and after departure
Handle external systems like Revinate, Synxis, Online Travel Agents extranets, Onyx, etc.
Update No-shows and cancellations on all OTAs/Rezforce without fail to avoid unwanted commissions payouts
Process Travel Agent Commission as directed by Call Center Manager
Relay any Rate parity issues with booking Channels (Website, OTA, GDS, Travel Agents Etc.) to Call Center Manager
Collaborating with various departments related to guest inquiries from Housekeeping, Food & Beverage outlets, Welcome Desk and Guest Relations
Complete other duties and projects as assigned by the Call Center Manager