Reservations​/Rapid Response Supervisor

Reservations / Rapid Response Supervisor

The Reservations / Rapid Response Supervisor oversees day-to-day reservation operations with a focus on associate training, guest satisfaction, and operational efficiency. This role ensures the reservations team is knowledgeable of all resort offerings and effectively guides guests to products and services that meet their needs. The Supervisor monitors productivity, call handling, and in-house guest requests in alignment with the goals and direction of the Director of Reservation Sales.

Supervise daily operations of the Reservations and Rapid Response team

Train, coach, and support associates on guest service standards and product knowledge

Monitor call quality, productivity, and service levels

Accurately communicate rates, packages, and resort offerings within approved guidelines to protect revenue

Answer all incoming inquiries and reservation requests

Book accommodations and advanced activity reservations, including golf, spa, marina, dining, kids' club, and tennis

Handle in-house guest calls and dispatch requests to appropriate resort departments

Respond to accounting-related inquiries and create service tickets as needed

Maintain current knowledge of resort amenities, hours of operation, and product updates; communicate changes to the team

Ensure associates complete required familiarization activities for resort offerings

Conduct one-on-one coaching and sales training; review performance and identify improvement opportunities

Complete required documentation, correspondence, and reporting

Maintain a clean, organized, and professional work environment

Represent Horseshoe Bay Resort professionally with guests, members, associates, and leadership

Assist with additional duties or projects as business needs require

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

High school diploma or equivalent required

College coursework, technical certificate, or related training preferred

Three to six months of related experience or an equivalent combination of education and experience

Ability to read and interpret business correspondence, procedures, and operational guidelines

Ability to write routine reports and correspondence

Ability to communicate effectively with guests, associates, and management

Ability to perform basic calculations including percentages, discounts, and commissions

Ability to understand and work within departmental budget guidelines

Ability to solve practical problems in a fast-paced environment

Ability to interpret written, verbal, and schedule-based instructions

Ability to sit, stand, walk, and use hands for computer and telephone work

Occasional stooping, kneeling, or reaching

Ability to lift and move up to 25 pounds

Moderate noise level

Occasional exposure to outdoor weather conditions

Standard office and resort operating environment

Weekly meal subsidies

Retail and dining discounts at Horseshoe Bay Resort

Discounts at all Crescent Hotels & Resorts properties

Limited access to select resort amenities (based on occupancy and business levels)

Medical, Dental, and Vision Insurance

Paid vacation and holidays

401(k) plan with employer match

Short- and long-term disability coverage

Critical illness and accident insurance

Associate Relief Fund