Reservation Supervisor
Job Details
Experienced
Seascape Resort - Aptos, CA
N/A
Full Time
High School
$20.00 - $22.00 Hourly
None
Undisclosed
Hospitality - Hotel
Description

SUMMARY: The Reservations Supervisor is responsible for providing support and supervision to the reservations department to maintain optimum levels of production resulting in high occupancy.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manage daily Reservation operations to include but not limited to; room inventory and availability, selling guest rooms, systems use and management, enforcement and meeting participation and facilitation.
  • Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events.
  • Monitor and develop team member performance providing supervision, scheduling and delivering recognition and reward.
  • Train new team members and cross train existing staff whenever needed.
  • Completes Call Auditing for Reservations Agents.
  • Allocate daily tasks to Reservations staff.
  • Responsible for Travel Agent and OTA commissions.
  • Supervising Reservations Agents sales goals, tracking and coaching performance towards goals and compiling department commissions.
  • Communicate with Director of Sales, Director of Rooms, and General Manager in regard to hotel occupancy.
  • Ensure special handling of repeats guest and VIP guest.
  • Ensures that the Reservations department is adequately staffed.
  • Complies the 10-Day and 90 Day Forecast.
  • Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
  • Maintain an efficient system of communication between the Reservations Department and other departments, with particular regard to guest needs.
  • Attend and participate in all required meetings.
  • Assist Front Desk Agent and Front Desk & Guest Services Manager when necessary.
  • Proficient Maestro in hotel property management system.
  • Proficient in Navis usage.
  • Perform the 7 non-negotiables as taught by Navis for all calls. 
  • Support safe work habits and contribute to a safe working environment at all times.
  • Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.
  • Perform other related duties as requested by the supervisor.

 

Qualifications

QUALIFICATIONS, SKILLS & ABILITIES:

  • Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
  • Requires good communication skills, both verbal and written.
  • Exceptional organizational skills.
  • Ability to act independently with minimal supervision.
  • Ability to communicate customer needs and resolve complaints independently.
  • Must be willing to work a variety of day/night and weekend shifts.
  • Front Desk supervisory experience required.

EDUCATION AND/OR EXPERIENCE:

  • Two year’s related hotel/resort industry experience and/or training.
  • High school or GED graduate.

 

LANGUAGE SKILLS:  

  • Ability to read, comprehend and provide instructions, both written and verbal.

 

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

  • Must proficient in Microsoft Word, Excel, and Outlook.
  • Maestro and Navis experience a plus, but not required.

 

CERTIFICATES & LICENSES:

  • Must provide valid document(s) to work in the US.
  • Valid California Driver License is required (for specific positions).

 

WORK ENVIRONMENT:
The work environment at Resort ranges from wintertime lows of 30 degrees to summertime highs to 80+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

 

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

  • Use hands to finger, handle, or feel; and talk or hear. 
  • Specific vision abilities required by this job include close vision.
  • Lift 25-50 lbs. (for specific positions)
  • Sit, stand and walk for long periods of time.
  • Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.

 

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