Reservations Supervisor

TPG Hotels & Resorts•Mount Pleasant, SC

1d•Onsite

About The Position

The successful candidate will support team members in delivering friendly, efficient, and informative service to guests and travel partners by providing accurate information regarding accommodations, resort amenities, dining options, recreational activities, and other resort offerings. Success in this role requires a detail-oriented professional who can work independently, lead by example, and contribute to guest satisfaction, team performance, and revenue growth through consistent execution of established sales and service standards.

Requirements

High school graduate or equivalent required
Excellent oral and communication skills required
Excellent multi-tasking skills required
Ability to handle stressful situations in a calm, professional manner
Sales experience, hospitality preferred
Able to work varying shifts depending on the requirements of the position
Two years of hotel reservations experience
One year of supervisory experience

Responsibilities

Assisting with monitoring agent production and activity
Maintain and improve the quality of the guest experience BEFORE they arrive and AFTER they have booked
Answer phones and follow a routine script to gain and qualify the guests needs, ensuring proper information is received, special requests are noted and accurate information is established
Follow set procedures on booking specific rate plans, packages and note guests special needs and/or requests to ensure their experience is flawless
Maintain reservation arrivals and room inventory for availability
Promote and sell special hotel programs, special rate packages, and upgrades when appropriate
Answer the telephone in a professional manner and assist guests with any questions, sale of the outlets, and directions to the property etc.
Maintain Reservations email for written requests/needs and bookings
Enter and maintain group blocks, information and inventory
Maintain an up-to-date working knowledge of all resort amenities as well as any special events
Interact with resort staff in a professional manner, assisting other departments with necessary information on guests' arrivals and requests/special needs
Be knowledgeable of all emergency procedures and Resort policies
Communicate all pertinent information to the Director of Revenue/Reservations, Front Desk Managers, Director of Rooms and Sales Department as necessary
Champion programs that train and develop the team as it relates to policies and procedures
Cultivate an atmosphere of continuous learning
Foster and grow working relationships with other departments
Maintain and improve the quality of information given to guests via the phone or email