Reservation Supervisor

Join the team and love your job!

The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for our guests, and that begins with their very first contact with us.   With good pay, extensive benefits and a family atmosphere, we are seeking a great communicator with excellent supervisory and listening skills who can confidently lead the team in explaining and selling the resort experience.

Job Type: Full Time

Pay $17.00   per hour

Age Requirement: Must be at least 18 years of age
Reports to: Reservations Manager and Revenue Manager

As the Reservations Supervisor, you will oversee the reservation agents in taking calls, completing tasks and delivering guest satisfaction.

Responsibilities include:

• Oversee the daily operations of the reservations office by directly supervising agents, ensuring calls are handled efficiently, tasks are completed, and a strong commitment to total customer satisfaction is maintained.
• Train, mentor, and motivate agents to foster a productive work environment.
• Support the team by answering overflow reservation calls during high-volume periods.
• Resolve escalated guest issues related to bookings, modifications, or special requests.
• Assign daily tasks to reservation sales agents and ensure all assigned duties are completed each day.
• Generate daily phone reports.
• Run daily reports and carry out associated responsibilities, such as processing guest refunds, preassigning room numbers, and ensuring all cancellations are accurately updated on GDS channels.
• Process reservations from the sales and executive offices.
• Handle leads from the Convention & Visitors Bureau as well as additional lead channels such as online requests, travel partners, and corporate referrals.
• Maintain New Years Eve Party database as reservations are sold and or cancelled and work New Years Eve preparing envelopes with tickets and handing out to guests in lobby.
• Maintain and monitor gift certificates as they are sold and redeemed.
• Maintain office supplies for the Reservation Department. 
• Assist the Reservation Manager and Revenue Manager with tasks and responsibilities, as necessary.

Personal Skills

• Must be able to work weekends.
• Scrupulously follow all Driftwood and hotel policies and procedures.

• Must have a comprehensive knowledge of the English language to effectively communicate with guests and associates.
• Effectively communicate and coordinate with all departments during functions.

• Projects and assignments are completed thoroughly, professionally, and with care.
• Adjusts to high-pressure conditions and is open to change.
• Assumes responsibility for personal growth and development.
• Conducts him\herself, acts and dresses professionally at all times; sets standards for all associates.

• Understands and communicates the DHM/Margaritaville Lake Resort Mission.
• Expresses ideas and conveys information clearly, effectively, and professionally.
• Actively listens to others.
• Conveys company information, decision, or problems to appropriate parties on a timely basis.

• Must have or be able to acquire knowledge of all hotel departments and functions.
• Must have exceptional computer skills.
• High school education and relevant training and experience required.  Additional education preferred.

Physical Requirements

• Lifting and pulling of up to 20 pounds.
• Pushing, bending, stooping, upward reaching, manual dexterity.
• Hearing, writing, typing.