Reservations Supervisor (FT)

SUMMARY
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

Supervise the daily workload of the Reservations team, with a focus on guest service, accuracy, and department performance
Monitor daily call volume, reservation tick sheets, and manage online/third-party reservations, rates, and availability
Ensure all guest confirmations, internet inquiries, and special requests are handled promptly and professionally
Assist in the building, updating, and management of rates and packages within the property management system
Train, coach, and monitor staff on up-selling techniques and closing sales to enhance resort revenue
Train new hires and assist in updating and maintaining training manuals and departmental procedures
Review all reservations made on the previous day for accuracy and follow up as needed
Assist in supervising staff when needed and foster a positive, team-oriented work environment
Maintain open lines of communication with supervisors and ensure departmental goals are met
Assist in developing new ideas for lines of revenue
Maintain and track specials, packages, and discount rates on a weekly basis
Assist on the phones and support the team during peak periods
Adhere to proper grooming and dress standards as outlined in the Employee Handbook
Ensure all procedures are compliant with resort environmental practices and policies

EDUCATION/EXPERIENCE

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

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

Ensure team members are trained and maintain current knowledge of departmental procedures and resort policies
Administer policies and procedures fairly and consistently among all employees
Create a motivating environment, set and communicate job expectations, and provide feedback and coaching
Lead by example, displaying readiness to respond positively to instructions and procedures
Listen to and resolve employee concerns in a timely and effective manner
Ensure work is completed accurately, efficiently, and in compliance with resort standards and guest expectations

TYPICAL PHYSICAL & MENTAL DEMANDS

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 meet strict deadlines
Perform effectively under high-stress or high-volume periods
Ability to maintain focus and professionalism when handling multiple tasks or priorities

WORKING CONDITIONS

Office environment with moderate noise levels
Hours and days may vary, including evenings, weekends, and holidays based on business needs
Must be flexible and able to adapt to changing work schedules as required
Employee parking proximity to resort entrance varies season to season due to business volume

The above statements are intended to describe the general nature and level of work performed by this position and is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills. Management retains the right to add or to change the duties of the position at any time.