Reservations Supervisor

Wilderness Resort in Wisconsin Dells, Wisconsin is America's Largest Waterpark Resort! The Wilderness provides a fun, safe, and memorable experience to not only our guests but out employees as well! We are a family-owned resort that takes pride in ensuring guest satisfaction as well as treating our employees like family. We strive for excellence within our resort and hope to create a long-lasting positive influence on the employees that join our team!   Join the Wilderness Family for a rewarding employment experience! #WeAreFamily The Wilderness Resort is seeking hardworking, dependable, enthusiastic, customer service driven individuals to join our fast-paced team! Employees have access to great benefits, amenity usage, and so much more! The Reservations Supervisor position Assist in overseeing the daily operations of the call center and its staff. Assists with most aspects of the reservation process including but not limited to staffing, answering all reservation calls in a timely and efficient manner, helps monitor competition, helps monitoring reservations volume, patterns and rates, training, monitoring and retaining staff. Works closely with Reservations Manager and Corporate Call Center Manager.  This is a full-time position with day, night and weekend availability.  Essential Duties and Responsibilities: this list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.    Ensures staff is well versed on all amenities, floor plans, layouts that Wilderness Resorts has to offer. Stays up to date on policies & resort amenities. Becomes extremely proficient in required PMS System(s) and telephone software. Uses listen-in feature and reviews recorded calls to assess the proficiency of the reservation agents. Assists Reservations Manager, Corporate Call Center Manager and Revenue Manager with various tasks involving rates, packages, property management and programming. Communicates frequently and effectively with the Reservation Manager - Constant dialogue between the two is critical to the success of the operation. Helps monitor website specials and suggests updates and changes to the Reservations Manager. Helps schedules call center staff in conjunction with expected call volume and absences. Becomes extremely proficient in their ability to multi-task across several programs and computer screens. Strong focus on being able to prioritize tasks.  Helps ensures calls are answered timely and in accordance with targeted objectives. Assists with frequent competition calls and researches online of what the competition has to offer, including amenities, rates, promotions, etc. Answers calls and makes reservations daily. Reservation types can vary from standard to more involved packages. Provides Reservation Manager, Corporate Call Center Manager and Revenue Manager with feedback regarding guest concerns, questions, complaints, rate issues, etc.   Trusted to retrieve, deliver, and protect sensitive guest and employee information. Able to retain information, display good judgement, and keep a calm demeanor when faced with challenges. Comfortable in their ability to troubleshoot minor electronic issues. Uses Dayforce to enter punches and make any necessary staff schedule changes. All other duties as assigned by management.   Supervisory Responsibilities: Supervise 30-40 employees in the reservations department under direction of Reservations Manager. Is responsible for assisting with the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; assigning, and directing work as directed by manager; advising manager of performance issues; addressing complaints and resolving problems. *Wilderness Resort is an Equal Opportunity Employer*