Central Reservations - Reservations Supervisor

The Reservations Supervisor is responsible for the supervising, training, coaching and monitoring reservations staff.  Direct, implement and ensure that staff is performing in accordance with our 5 Diamond/ 5 Star Standards.  Maintains complete knowledge of and comply with all resort policies, services procedures and standards.    STANDARD SPECIFICATIONS:    Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.   SKILLS AND QUALIFICATIONS:   Essential:    Passionate about hospitality and exudes warm and sincere approach to guest and associate service. Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding. Ability to provide legible communication. Computer training. Ability to enforce hotel’s standards, policies and procedures with Reservations staff. Ability to prioritize and organize work assignments, delegate work. Ability to direct performance or staff and follow up with corrections where needed. Ability to motivate staff and maintain a cohesive team. Ability to be a clear thinker, analyze and resolve problems exercising good judgment. Ability to focus attention of details. Ability to suggestively sell available rooms. Ability to input and access information into system. Ability to remain calm and courteous with demanding/difficult guests and/or situations. Ability to perform job functions to standards under pressure of   # calls within any given period of time and make quick decisions when needed. Ability to ensure security and confidentiality of guest and hotel information. Ability to work without direct supervision.   ESSENTIAL JOB FUNCTIONS:   This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.   Basic Job Functions   Consistently model the 5 Diamond/5 Star property standards. Foster and promote a positive work environment, maximizing productivity and department morale. Consistently participate as an active role model, trainer, coach and mentor to provide continuing education for others. Ability to multi-task on timely projects. Ensure quality and completeness of work.    Specific Job Functions   Accessible for all agent and guest support needs. Oversee Sales Reservations Agents, Coordinators & Experience Planners  Maintain complete knowledge at all times of: All room rates, special packages and promotions. All room types, numbers, layout, décor, appointments and location. System details All hotel features/services, hours of operation. Room availability status for any given day. Scheduled in-house group activities, arrival/departure numbers. All hotel and departmental policies and procedures. Access all function of computer system according to established procedures and standards. Understanding and communicating department goals and productivity Provide constructive training and feedback to energize the welcome and well cared for philosophy to our guests.  Monitor and ensure that Reservations areas are kept clean and organized at all times.  Instruct designated personnel to rectify any cleanliness/organization deficiencies. Review the daily business levels, to anticipate staffing needs and plan effective solutions to best utilize staff and coordinate breaks.  Maximize staff production.  For example in items such as agent occupancy. Ensure that staff report to work as scheduled.  Document any late or absent employees. Assign work duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations which compromise the department’s standards and delegate these tasks. Inspect grooming and attire of staff, rectify any deficiencies. Monitor the phone call volume and assist when needed. Monitor the staffs’ interaction with guests, ensuring prompt and courteous service, resolve discrepancies with respective personnel. Monitor and handle guest complaints and ensure guest satisfaction; promote positive guest relations at all times. Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. Working Rooms and Ancillary Inventory management to create booking opportunities. Provide feedback to staff on their performance.  Handle disciplinary problems and counsel employees according to hotel standards in tandem with the Director. Foster and promote a cooperative working climate, maximizing productivity and employee morale. Review status of assignments and any follow-up action with on-coming supervisor. Follow up on assignments given by the Director of Reservations. Process all guest reservations according to established Five Diamond/5 Star  requirements The pay rate for this position is $25.50/hour.

Salary : $26