Reservations Supervisor

Reservations Supervisor

As a Reservations Supervisor, you will coordinate statistical data and supervise the Reservation Department team to ensure efficient, accurate, and guest-focused reservation operations. This role is responsible for leading staff, managing daily departmental activities, and maximizing resort revenue through effective yield management and reservation strategies.

Essential duties and responsibilities include:

• Supervising the daily workload of the Reservations team, with a focus on guest service, accuracy, and department performance
• Monitoring daily call volume, reservation tick sheets, and managing online/third-party reservations, rates, and availability
• Ensuring all guest confirmations, internet inquiries, and special requests are handled promptly and professionally
• Assisting in the building, updating, and management of rates and packages within the property management system
• Training, coaching, and monitoring staff on up-selling techniques and closing sales to enhance resort revenue
• Training new hires and assisting in updating and maintaining training manuals and departmental procedures
• Reviewing all reservations made on the previous day for accuracy and following up as needed
• Assisting in supervising staff when needed and fostering a positive, team-oriented work environment
• Maintaining open lines of communication with supervisors and ensuring departmental goals are met
• Assisting in developing new ideas for lines of revenue
• Maintaining and tracking specials, packages, and discount rates on a weekly basis
• Assisting on the phones and supporting the team during peak periods
• Adhering to proper grooming and dress standards as outlined in the Employee Handbook
• Ensuring all procedures are compliant with resort environmental practices and policies

Education/experience required:

• Degree in hospitality or equivalent experience in the industry
• Minimum of 2 years of supervisory or management experience
• Demonstrated experience in staff training and development
• Experience with yield management and revenue optimization practices preferred
• Proficiency in Property Management Systems (LMS or equivalent), Microsoft Word, and Excel
• Must be able to pass a background investigation and drug screen as a condition of employment

Other skills and abilities include:

• Excellent oral and written communication skills
• Demonstrates enthusiasm, professionalism, and a positive attitude
• Strong attention to detail and accuracy
• Ability to motivate and lead a team, set expectations, and foster teamwork
• Effective time management and organizational skills
• Ability to analyze data and implement improvement strategies
• Handles high-stress situations with professionalism and focus
• Ability to handle confidential information with discretion

Supervisory responsibilities include:

• Ensuring team members are trained and maintain current knowledge of departmental procedures and resort policies
• Administering policies and procedures fairly and consistently among all employees
• Creating a motivating environment, setting and communicating job expectations, and providing feedback and coaching
• Leading by example, displaying readiness to respond positively to instructions and procedures
• Listening to and resolving employee concerns in a timely and effective manner
• Ensuring work is completed accurately, efficiently, and in compliance with resort standards and guest expectations

Typical physical and mental demands include:

• Frequently required to sit for extended periods, use hands to finger, handle, or feel, and talk or hear
• Occasionally required to stand, walk, reach with hands and arms, climb, balance, stoop, kneel, crouch, or crawl
• Must be able to occasionally lift and/or move up to 40lbs
• Ability to comprehend and follow instructions, perform assigned tasks, and…