Reservations Supervisor (FT)
About The Position
The Reservations Supervisor coordinates statistical data and supervises the Reservations Department team to ensure efficient, accurate, guest-focused reservation operations. The role leads staff, manages daily departmental activities, and supports resort revenue through yield management and reservation strategies. The supervisor oversees reservation workflows, monitors calls and reservations, manages online and third-party reservations, rates, and availability, and ensures guest confirmations, inquiries, and special requests are handled promptly. The position also supports rate and package management in the property management system, trains and coaches staff, reviews reservation accuracy, assists guests by phone during peak periods, and contributes to departmental goals and revenue initiatives. The role includes maintaining team knowledge of procedures and resort policies, administering policies consistently, coaching employees, resolving employee concerns, and ensuring work meets resort standards and guest expectations. The work takes place in an office environment with moderate noise. Hours and days may vary, including evenings, weekends, and holidays, according to business needs; schedules may change. Employee parking proximity to the resort entrance varies by season and business volume.
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.
- Must pass a background investigation and drug screen as a condition of employment.
- 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 with professionalism and focus.
- Ability to handle confidential information with discretion.
- Ability to comprehend and follow instructions, perform assigned tasks, and meet strict deadlines.
- Ability to maintain focus and professionalism when handling multiple tasks or priorities.
- Ability to adapt to changing work schedules as required.
Nice To Haves
- Experience with yield management and revenue optimization practices.
Responsibilities
- Supervise the daily workload of the Reservations team, emphasizing 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 in building, updating, and managing rates and packages within 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 ensure departmental goals are met.
- Assist in developing new revenue ideas.
- Maintain and track specials, packages, and discount rates weekly.
- Assist on the phones and support the team during peak periods.
- Follow grooming and dress standards outlined 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.
- Create a motivating environment, set and communicate job expectations, and provide feedback and coaching.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
