SUPERVISOR RESERVATIONS

Job Details

Description

Position Title: Reservations Supervisor

Reports To: Reservations Manager

Supervises: Agents

Summary Of Position

The Reservations Supervisor is responsible for the daily operations including: Answering call agent’s questions, managing breaks and meals, monitoring, performance through quality assurance with continuous feedback.

Key Responsibilities And Performance/Behaviors

• Ability
• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
• Performance
• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.
• Behavior
• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.
• Service
• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.
• Professionalism
• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.
• Attendance
• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.
• Communication
• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
• Team Work
• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.
• Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
• Supervises Call Center team in support of management goals and objectives.
• Uses available resources such as Epitome & Call Management System (CMS) to ensure incoming sales calls are being answered in a timely manner. Uses message taking to get to callers waiting in queue and/or requests assistance form Front Office agents in an effort to reduce abandoned rates.
• Work with Call Center Manager to optimize availability and occupancy.
• Work with Call Center Manager to approve management discounts, comp stays; assists in compiling management discounts & comp reports.
• Provide input to Call Center Manager on rates, discounts, and promotions, etc.
• Coach Call Center team by providing positive motivation and recommendations for improvement of incoming calls, call notes, daily assignment reports and other work-related items.
• Provide Call Center Manager with recommendations for disciplinary action; Manager will conduct action with supervisor present.
• Provide answers to staff questions concerning reservations and resort operations.
• Refer guest problems or complaints to manager according to policy.
• Adhere to Inn of the Mountain Gods Standards for Guest Service.
• Perform other duties as directed; i.e Scheduling, Reviewing Financial Statements etc.
• Provide incoming phone coverage.
• Report and document any observed or know safety hazards, conditions or unsafe practices and procedures to management immediately.
• Supervisory Responsibilities
  
  

Supervising the Reservation Agents.

• Education and/or Experience Requirements
  
  

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High School Diploma or GED; Some College Education or College Degree; one year experience in supervisory position, customer service, excellent communication and computer skills; must have healthy and friendly attitude, proven record of dependability of performance.
• Physical Demands
  
  

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

• Work Environment
  
  

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.