Reservations supervisor

Located on the coveted south shore of Maui in Wailea, Fairmont Kea Lani is Hawai'i's only all-suite and villa luxury oceanfront resort. This newly transformed, distinctive property is located on the sunny shores of Polo Beach amongst 22 acres of tropical landscape, offering authentic Hawaiian cultural experiences and genuine personal service that embody the spirit of Aloha.

From full-moon staff hikes and beach clean-ups to appreciation luncheons and birthday holidays, our team provides endless opportunities to learn and grow in both your personal and professional development. Live and work in a place you love!

Hourly Rate: $33.50

What is in it for you:

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like;
  Basic life insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• Flexible spending account (FSA)
• 401(k) retirement savings plan and matching program
• Paid Vacation, holidays, personal and sick days
• Food & Beverage, Spa and on property specific discounts (venue and property specific discounts may vary)
• Wellness Offerings
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Employee Activities

POSITION PURPOSE

All guest service has the potential to create a lasting memory when it is delivered with warmthand sincerity. As a Reservations Supervisor, you will be responsible for effectively coordinating all hotel room requirements including, but not limited to group business, wholesale partners, direct leisure guests, billing, VIP’s and special requests to ensure our guests feel valued.

ESSENTIAL FUNCTIONS

Areas of responsibility will include but are not limited to the following:

• Respond to all reservation requests and guest communications (via telephone, multiple email accounts, and extranet) in a courteous, efficient, professional, and friendly manner in adherence to Fairmont Hotels & Resorts standards
• Assist Reservations Manager in monitoring the day-to-day operations and scheduling
• Provide supervision, motivation, training, and support to the Reservations team colleagues
  • Update team on all rates, promotions, packages and corporate programs
  • Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
  • Work with team to achieve EES, LQA and VOG and build action plans to attain goals
  • Assist in preparing daily, weekly and monthly reports and test calls
  • Ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
  • Coach the agents in areas of up selling, cross-selling and ongoing skill set knowledge
  • Inspire agents to achieve maximum revenue potential while maintaining consistently high service standards
  • Have full knowledge of the resort and venues
  • Promote and enforce health and safety awareness as well as to have a complete understanding of the emergency procedures.
  • Actively participate in monthly departmental meetings.
  • Lead by example in demonstrating high levels of guest service, teamwork, and stepping out of the box where possible
• Assist with Transient Reservation, Group Reservation, and Wholesale Reservation areas where needed
• Assist with groups in the absence of the Group Reservations Manager, as needed
  • Maintain and update Group Blocks to ensure accuracy and inventory management, running weekly Group Pickup Meeting
  • Assist with Passkey setup and inquiries, enabling groups as needed and ensuring all entered information is accurate and discrepancies are corrected
  • Liaise with Conference Services and Catering Team and group contacts to…