Reservations Supervisor - Caribe Royale Orlando Hotel

Scope of Position

The Reservations Supervisor will be responsible for supervising general job performance of associates, implementing of policies and procedures, training, working closely with leaders in the department. Respond to regular reservation requests/calls, contract and group rooming list entry, and management of group call-in blocks. Handling guest complaints and performing any additional duties requested by the Reservations Manager or Revenue Director.

Position Requirements

• Two years of previous experience in transient and group reservations.
• Possess outstanding guest services skills, professional presentation, superior organizational skills and sophisticated communication skills.
• Approach all encounters with guest and employees in a professional and personalized manner.
• Professional demeanor appropriate for a resort environment.
• Basic accounting and mathematical skills.
• Must maintain composure and objectivity under pressure.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.

Responsibilities

• Manage all group reservations aspects in a timely and accurate manner.
• Maintain database of guest preferences, habits and special dates.
• Liaison with key departments to ensure optimal performance.
• Complete projects in a timely manner as required by the Director of Reservations.
• Responsive to new trends and demands as they relate to guest service.
• Develops strong team spirit amongst co-workers and related departments.
• Ability to resolve guest complaints.
• Observe performance and encourage improvement, ensuring productivity, efficiency, and standards of service are met.

Education

• 2-year college degree from an accredited university preferred.

Skills and Abilities

• Ability to communicate in the English language. (Second language is a plus).
• Strong problem-solving and analytical abilities.
• Ability to create and maintain spreadsheets.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements

• On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding the desk.
• Use telephone and computer keyboard on a daily basis.
• Must be physically fit in order to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

I acknowledge that I have reviewed the Reservations Supervisor job description. This is a summary of the main responsibilities for this position. Business demands dictate work hours and schedules. Attendance and timeliness are a requirement of this position. Management retains the discretion to add or change the duties of this position at any time, in order to meet our guests' needs. I understand that I must also adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance. I will also adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.