Reservations Supervisor

Aramark

3d•Onsite

About The Position

The Reservations Supervisor oversees the daily operations of the reservations team, ensuring exceptional service for visitors. This role provides direct support and leadership to Reservations Agents while coordinating closely with Central Reservations, park operations, and visitor services. The supervisor ensures accuracy, efficiency, and consistency in all reservation activities and helps maintain a positive visitor experience for guests from around the world. This position requires excellent communication skills, strong attention to detail, and the ability to lead a team in a fast-paced environment while adapting to changing park policies and conditions.

Requirements

High school diploma or equivalent required.
Prior experience in reservations, hospitality, customer service, or parks operations required.
Strong leadership, communication, and interpersonal skills.
Proficiency in reservation or booking software (SMS experience preferred; training provided).
Excellent organizational skills and attention to detail.
Ability to multitask effectively in a fast-paced, high-volume environment.
Ability to handle escalated guest interactions with professionalism and composure.
Bilingual skills a plus.
Interest in national parks, outdoor recreation, and guest education.
Ability to work weekends, holidays, and varied shifts based on operational needs.
Ability to remain flexible during frequent policy, weather, and operational changes within the park.

Nice To Haves

Previous supervisory or lead experience strongly preferred.

Responsibilities

Supervise, support, and mentor Reservations Agents to ensure high-quality customer service and accurate booking practices.
Train new team members on reservation procedures, SMS (Springer-Miller) system use, customer communication standards, and park policies.
Provide ongoing coaching, feedback, and direction to maintain consistency and efficiency.
Assist in staff scheduling, shift coverage, and daily task assignments.
Oversee daily reservation operations including campground, bus, park pass, and tour bookings.
Ensure accurate and timely entry of reservations, modifications, cancellations, and payment processing within the SMS system.
Monitor occupancy levels and booking trends; escalate issues such as overbooking, closures, or system outages to management.
Coordinate with Central Reservations to align availability and resolve discrepancies.
Serve as an escalation point for complex guest inquiries, complaints, or special requests.
Ensure that staff provide accurate, up-to-date information about park amenities, regulations, closures, schedules, and accessibility.
Support agents in managing high call volumes during peak periods with calm, solution-focused leadership.
Maintain communication with park operations, transportation teams, and campground staff regarding availability, closures, and special accommodations.
Coordinate group reservations, special requests, and accessibility needs with relevant departments.
Keep the reservations team informed of daily updates, procedural changes, and park conditions.
Review and verify reservation logs, occupancy reports, payment records, and guest feedback.
Prepare daily or weekly performance summaries for management as needed.
Ensure accuracy of confirmations, receipts, and system-generated documents.
Maintain updated reference materials for the team, including park policies, FAQs, and maps.
Ensure compliance with park regulations, reservation policies, and payment-handling procedures.
Promote consistency in messaging, system use, and guest service standards.
Support EMS (Environmental Management System) responsibilities by understanding and communicating the environmental aspects and impacts relevant to the reservations team.