PM Reservation Supervisor

Job Requirements

Full time position-must have availability during the week as well as on weekends and holidays.

• Cross‑trained role with oversight and responsibility for Reservations and Front Desk departments.
• Ensure all reservations, front desk and guest services agents create the initial personal, positive impression for resort guests.
• Perform all requisite job duties of both Front Desk and Reservations Agent positions to an exemplary level.
• Become a systems and subject matter expert in both Front Desk and Reservations departments (PMS, POS, CMMS, guest engagement platforms).
• Create the highest customer satisfaction possible by ensuring prompt, friendly, quality, and knowledgeable service when speaking and providing services to our guests.
• Work with Reservations and Front Desk Managers to develop and coordinate training, hiring, and operational strategies for the reservations and front desk areas and to achieve the stated goals and objectives.
• Audit all reservations taken on your shift and daily arrivals ensuring express check‑in envelopes are completed, room requests are met and virtual CCs have been processed.
• Verify early check‑in/late checkout list is accurate and confirm with housekeeping.
• Follow budgetary and staffing guidelines to ensure goals are met.
• Cut staff as necessary to maintain optimal efficiency.
• Add staff at the discretion of management.
• Do not make staffing changes at the expense of superior customer service.
• Be adept and empowered at handling customer complaints and criticisms and address issues to the guest’s satisfaction within company guidelines.
• Maintain a well‑groomed, professional appearance appropriate for the position and the situation.
• Conduct all dealings on behalf of this company with the highest ethical standards and moral integrity.
• Safeguard and protect all company assets in your care.
• Drive guest‑first philosophy as outlined by the CVR executive team and ownership.
• Lead by example and work side by side with new and senior employees on a daily basis to ensure SOPs and established practices are consistently followed.
• Assist in development and implementation of training programs based on CVR service commitment and brand standards.
• Incorporate Wyndham tools available in Wyndham Community and provide extensive training to new staff.
• Review with trainers to ensure they are keeping to the guidelines and new hires are adapting well.
• Assist department leadership in completion of annual performance evaluations of guest services staff.
• Assist with tax‑exempt processing and filing as outlined by departmental SOPs and ensure compliance with relevant state statutes.
• Ensure compliance with established SOPs related to credit card authorization form verification, processing and filing.
• Assist in collection on delinquent accounts, managing COBD report, recommendations for write‑off.

• High School Diploma required, Bachelor's Degree in Hospitality preferred.
• Minimum 1 year experience in related field or management experience, 1 year experience plus a bachelor's degree in hospitality.
• Strong experience working in a related field or management experience.
• Must be detail oriented, able to train and motivate others while clearly defining objectives.
• Must be able to think creatively regarding the needs of the resort to solve problems or seize opportunities.
• Knowledge of training methods and procedures and ability to implement them.
• Good attitude toward the job and customers; polite, engaged, and motivated to act with the guest’s best interests in mind.
• Physical requirements:
  
  ability to lift 25 lbs; sitting or standing for at least an 8‑hour shift; full use of eyes, ears, speech; walking, turning head and torso, bending arms, wrists and fingers.
• Mathematics: routine calculations; ability to help with budgets and interpret financial operating statements.
• Language: must be able to communicate in English, both verbally and in writing.

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