Reservations Supervisor (FT)

Grand Traverse Resort and Spa•Acme, MI

1d•Onsite

About The Position

The Reservations Supervisor coordinates statistical data and supervises the Reservations Department team to ensure efficient, accurate, and guest-focused reservation operations. The role leads staff, manages daily departmental activities, and helps maximize resort revenue through yield management and reservation strategies. The supervisor oversees daily workloads and reservation activity, supports guest communications and special requests, assists with rate and package management in the property management system, and trains staff in service, sales, and departmental procedures. The role also supports the team during peak periods, monitors reservation accuracy and performance, and helps maintain a positive, team-oriented work environment. This position works in an office environment with moderate noise. Hours and days may vary, including evenings, weekends, and holidays, according to business needs. Flexibility to adapt to changing schedules is required. A background investigation and drug screen are conditions of employment. Native American Preference applies.

Requirements

Degree in hospitality or equivalent experience in the industry.
At least 2 years of supervisory or management experience.
Demonstrated experience in staff training and development.
Proficiency in Property Management Systems (LMS or equivalent), Microsoft Word, and Excel.
Excellent oral and written communication skills.
Enthusiasm, professionalism, and a positive attitude.
Strong attention to detail and accuracy.
Ability to motivate and lead a team, set expectations, and foster teamwork.
Effective time management and organizational skills.
Ability to analyze data and implement improvement strategies.
Ability to handle high-stress situations professionally and with focus.
Ability to handle confidential information with discretion.
Must pass a background investigation and drug screen as a condition of employment.
Ability to comprehend and follow instructions, perform assigned tasks, and meet strict deadlines.
Ability to maintain focus and professionalism while handling multiple tasks or priorities.

Nice To Haves

Experience with yield management and revenue optimization practices.

Responsibilities

Supervise the daily workload of the Reservations team, focusing on guest service, accuracy, and department performance.
Monitor daily call volume and reservation tick sheets, and manage online and third-party reservations, rates, and availability.
Ensure guest confirmations, internet inquiries, and special requests are handled promptly and professionally.
Assist with building, updating, and managing rates and packages in the property management system.
Train, coach, and monitor staff on up-selling techniques and closing sales to enhance resort revenue.
Train new hires and help update and maintain training manuals and departmental procedures.
Review reservations made the previous day for accuracy and follow up as needed.
Assist in supervising staff and foster a positive, team-oriented work environment.
Maintain communication with supervisors and help ensure departmental goals are met.
Assist in developing new revenue ideas.
Maintain and track specials, packages, and discount rates weekly.
Assist with phone calls and support the team during peak periods.
Follow grooming and dress standards in the Employee Handbook.
Ensure procedures comply with resort environmental practices and policies.
Ensure team members are trained and maintain current knowledge of departmental procedures and resort policies.
Administer policies and procedures fairly and consistently among employees.
Set and communicate job expectations, provide feedback and coaching, and create a motivating work environment.
Lead by example and respond positively to instructions and procedures.
Listen to and resolve employee concerns in a timely and effective manner.
Ensure work is accurate, efficient, and compliant with resort standards and guest expectations.