Reservations Supervisor

About Lake Nona Wave Hotel

Celebrated as 'the Living Room of Lake Nona,' Wave Hotel opened in December 2021. Our luxury lifestyle hotel is at the very heart of one of the most innovative communities in the country. Infusing intuitive technology, access to unique wellness programs, and truly inspired restaurant and bar concepts Lake Nona Wave Hotel is an unexpected destination for guests from around the World.

Discover a different side to Orlando that is anything but make-believe.

About Coral Tree Hospitality

Our team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that mold our interactions with everyone we encounter - our guests, our clients, our team, and our communities.

We create engaging, impactful environments that connect people and places, awaken the spirit, and allow team members with talent, integrity, and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.

Job Overview:

The Reservations Supervisor oversees the daily operations of the Reservations and PBX teams, ensuring exceptional guest service, operational efficiency, and revenue generation. This role provides leadership, coaching, and performance management for Reservations and PBX agents while monitoring key performance metrics and revenue production. The Reservations Supervisor is responsible for maintaining service standards, maximizing room revenue opportunities, ensuring accurate reservation processing, and overseeing PBX operations to deliver seamless guest experience.

This position reports to the Call Center Manager and collaborates closely with Rooms Division leaders to ensure effective operations, team performance, and guest satisfaction.

Essential Functions:

• Act as a main resource for reservation agents and pbx agents needing assistance technically or with regards to achieving guest satisfaction
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
  
  Support the completion of daily departmental checklists and ensure important information is properly communicated between shifts and escalated to the Call Center Manager when necessary
• Review systems to ensure accurate room reservation handling and monitoring of phone calls
• All tasks and guest interactions must be performed in alignment with Forbes, LQA, and AAA standards to ensure a consistent, elevated level of service that reflects the brand’s commitment to excellence
• Assist the Call Center Manager with departmental training and ongoing refreshers related to hotel knowledge, reservations procedures, service standards, and call center expectations
• Audit call quality for Reservations Sales and PBX Agents to ensure alignment with Forbes, LQA, and brand service standards
• Monitor Revinate performance metrics and call conversion results to identify coaching opportunities and communicate trends to the Call Center Manager
• Ability to analyze and resolve problems while exercising good judgment and maintaining the best interest of the hotel
• Assist with group reservations, room blocks, and inventory updates while following established direction from the Call Center Manager, Sales, and DORS
• Perform group booking functions, including building room blocks, managing inventory, and auditing group blocks before, during, and after departure
• Handle external systems like Revinate, Synxis, Online Travel Agents extranets, Onyx, etc.
• Update No-shows and cancellations on all OTAs/Rezforce without fail to avoid unwanted…