Reservations Supervisor

Job Description

Job Description

Job Description

Position Title : Owner Services / Reservations Supervisor October 2024

Resort and Location : Vacation Village at Williamsburg

Job Code : OWD

Department : Reservations

FLSA Status : Exempt

Reports To : Owner Services / Reservations Manager

Position Summary :

The Owner Services / Reservations supervisor reports directly to the Owner Services / Reservations Manager. In addition to assisting in and performing the day-to-day responsibilities of the department, the Owner Services / Reservations supervisor will assist the Owner Services Manager as assigned. Responsibilities may include but are not limited to staffing, training counseling, scheduling, evaluating, mentoring and coaching Owner Services Specialists.

Follows all company policies and procedures; maintains confidentiality of proprietary information; protects company assets. Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests’ service needs; assists individuals with disabilities; shows genuine appreciation. Reports accidents, injuries, and unsafe work conditions to manager. Speaks with others using clear and professional language; answers telephones using appropriate etiquette. Develops and maintains positive working relationships with others. Ensures adherence to quality expectations and standards.

Specific Responsibilities :

• Provides oversight of Owner Services team members assuring adherence to Resort standards and guidelines as outlined in the Daily Management Team Member Handbook.
• Responsible for operations of Owner Services Department when Owner Services Manager is out of office.
• Contributes to coaching, training, and disciplinary actions as required in accordance with Daily Management’s guidelines.
• Upholds all company policies and procedures; maintains confidentiality of proprietary information; protects company assets.
• Maintains a friendly, professional, positive, and courteous service-oriented work environment throughout the department.
• Upholds the Resort’s commitment to hospitality and outstanding customer care
• Contributes to personnel evaluations, training within the department, and cross-training between OS and Front Desk.
• Maintains working relationships and communicates with all departments.
• Interacts with Exchange Company account representatives; acts as Resort’s second contact for all exchange activity.
• Interacts with Resorts’ Contracts and Closing Departments as needed.
• Consistently addresses Owner issues, complaints and special requests quickly, efficiently and courteously.
• Performs all functions of Owner Services Specialists : maintains records of Owner interactions and transactions. Maintains resort inventory, administers owner rental contracts, collects maintenance fees, addresses inquiries pertaining to Resort services and amenities; responds to rental inquiries, making and confirming reservations with accuracy,
• Confirms automatic exchange uploads by RCI; manually enters Interval International exchange guests.
• Performs input of Marketing program reservations and transient rental reservations.
• Is aware of and enforces all fire-life-safety procedures. Remains current on all updates with regards to new procedures and training. Ensures staff is fully trained in emergency procedures.
• Assists in promoting open communication within the department, keeping staff informed of all activities in the Resort, reinforcing standards of excellence and promoting a strong team atmosphere and culture.
• Increases the level of guest satisfaction by delivery of excellent customer service through associate development, and quality image.
• Performs other duties as requested by Management.

Managerial Responsibilities :

This position assists in the oversight and supervision of Owner Services / Reservations staff and for the overall direction, coordination and evaluation of staff. Carries out managerial responsibilities as assigned in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Position Requirements (Skills / Abilities) :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Must possess knowledge of principles and processes for providing excellent customer service. Requires extensive knowledge of property management software and exchange company database information. Requires ability to communicate positively and professionally with Owners and potential guests orally and in writing. Requires ability to work with diverse personalities. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience :

Three years of management experiences Timeshare or Resort management experience highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience.

Education :

Associates Degree, or three to five years of related experience and / or training; or equivalent combination of education and experience.

Flexible Scheduling :

Must be able to work weekends and holidays as requested and / or scheduled.

Physical Demands :

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, or crouch. The employee is required to use his / her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.

The employee will occasionally be required to climb a step ladder or balance and, to talk, hear and / or smell. The employee must regularly push, pull, lift and / or move 10-25 lbs. And occasionally push, pull, lift and / or move 50 or more pounds with assistance. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings.

Standards of Appearance :

This position is highly visible in all resort area. Team members must present a clean professional appearance and must adhere to Daily Management, Inc. procedures regarding Standards of Appearance.

Standards of Conduct :

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

Note :

This position description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned and needed in their role. This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.