Reservations Supervisor

Delano•Miami Beach, FL

About The Position

Under the general guidance of the Reservations Manager, the Reservations Supervisor is responsible for Luxury and Lifestyle reservations and oversees the guest booking experience and voice sales. The role supports the property in maximizing relationships with guests, travel agents, and third parties in line with Delano’s culture. The Supervisor follows Forbes Five Star call standards in every interaction and is responsible for achieving or exceeding the call standards set by Forbes and Delano.

Requirements

Good communication skills.
Customer-service orientation.
Previous reservations experience.
Computer skills.
Flexible schedule.
Must be able to work seated for at least 8 hours per day.
Must be able to speak and hear clearly to communicate with potential guests by phone.
Must be able to pull and lift packages requiring at least 40 pounds of force.
Must have depth perception and balance and be able to work with computers.

Nice To Haves

Hospitality degree preferred.
Multilingual skills preferred.

Responsibilities

Process travel agent commissions.
Process group requests and block reservations.
Process reservation requests for the company’s hotels, restaurants, and nightlife venues.
Act as a liaison between sales managers and operational managers.
Answer phone calls promptly and courteously in accordance with Forbes and Delano standards.
Stay informed about current rates, marketing specials, resort operations, and other information needed to answer guest inquiries.
Know the hotel layouts, including room types, suites, and meeting rooms.
Monitor hotel selling status, availability, and upselling opportunities.
Maintain complete knowledge of special rates and packages and the benefits included with each.
Secure all required information from guests when making reservations.
Follow reservation policies for guarantees, cancellations, and no-shows, and communicate them clearly to guests.
Follow up on guest and colleague requests to ensure satisfaction in a friendly and professional manner.
Handle daily correspondence, respond to inquiries, make reservations as needed, and maintain correspondence through the reservations inbox.
Follow hotel and Reservations department rules and regulations.
Participate in departmental meetings and assist with developing daily operations for the Reservations department and related areas.
Build and maintain positive relationships with other departments and understand how they relate to Reservations.
Maintain knowledge of spa services, including basic treatments and rates, to respond to guest inquiries.
Assist with entering weekend third-party reservations, including internet and wholesale bookings.