Reservations Supervisor  - MUST HAVE HOTEL RESERVATION EXPERIENCE AND SUPERVISORY EXPERIENCE.

Summary: Responsible for the day to day supervision of the Reservations Department, ensuring and maintaining the highest standards of professional selling.  Ensure that the departmental employees have the appropriate tools, knowledge and training to complete their duties and provide exceptional service to our resort guests. This position involves heavy emphasis on coaching, training and call scoring for the departmental employees.

Essential Duties and Responsibilities: Include the following. Other reasonable duties may be assigned.

·    Promote team spirit and encourage excellence in telephone sales and service performance among all reservations staff.  Works one-on-one with reservations agents to improve their sales techniques as well as insures an ongoing coaching, training and development of staff.

·    Embraces current NAVIS reservation sales system and process to ensure highest quality, sales conversion and measurable results for department (including regular feedback to employees, to also include accountability and drive for results).

·    Supervises the team’s reservation data entry, to also include monitoring the daily arrivals, group pickup reports, and ensures that cancellation and deposit policies are upheld.

·    Assist Reservations Manager with overseeing the Group Reservations processes and work flow.

·    Employee scheduling and payroll maintenance, with the ability to react to changes in phone volume while performing within the departmental budget.

·    Assist Reservations Manager to maintain employee discipline, conduct employee reviews, and ensure the travel consultants follow the policies and procedures within the hotel.

·    Assist the Reservations Manager for loading and maintaining rates, packages and tracking codes in the Property Management system.

·    Assist the Reservations Manager with monitoring room categories in the PMS system, to ensure revenue maximization and potential yield management opportunities.

·    Complete data entry required for monthly performance results.

·    Assist Reservations Manager with meeting attendance.

·    Must be a good communicator and able to motivate staff in a somewhat cramped work environment.  Ability to create good working relations between reservations sales staff and all hotel departments.

·    Requires self-initiative, “think outside the box” approach at times, analytical skills, proficiency in technical areas and customer relations. 

·    Knowledgeable and proficient in the area of sales and sales techniques.

·    Requires good time management, organizational skills and the ability to work well under pressure and manage multiple priorities.

·    Flexible schedule required, with focus on midday shift (10:30 – 7:00 PM) during the week, and/or weekends included.