Reservations Supervisor

POSITION OBJECTIVE   

The Reservation Supervisor oversees the daily operation of the department. Trains and coaches’ reservations agents to reach service and revenue goals. Maximizes yield opportunities and meets revenue goals, as established by leadership. 

ESSENTIAL JOB FUNCTIONS   

• Train and coach the reservations agents on selling and service standards 
• Supervise the reservations sales agents to ensure standards and procedures are followed 
• Assist the Manager with scheduling according to business needs 
• Follow all service standards according to Five Star and Five Diamond standards 
• Follow sales standards to achieve revenue goals according to company guidelines 
• Provide accurate and thorough information on the resort’s accommodations, packages, promotions, services, and amenities 
• Ensure accuracy of all reservations data 
• Input group rooming lists and facilitate all rooming list changes and billing changes upon receipt from conference service coordinator assigned to the group 
• Assign specific accommodations based upon feature and/or location requests 
• Provide reservation and pick up reports upon request 
• May assist with other duties as assigned such as running daily reports, e.g. the cancellation, booking, or arrival reports 
• Communicate effectively with guests and other departments 
• This job description is not an exclusive or exhaustive list of all job functions; a service professional may perform other duties assigned 

EDUCATION/EXPERIENCE   

• High School graduate or G.E.D. equivalent 
• Candidate must have previous experience in Reservations, preferably in a luxury hotel 

REQUIREMENTS  

• Must have exceptional interpersonal, clear verbal and written communication skills. Second language is a plus 
• Strong phone skills needed 
• Required typing of 40+ wpm. Typing test will be part of the interview process 
• Must be able to work in a Reservations office environment and work continuously with the Front Desk and all operational departments 
• Other skill sets include: knowledge of Microsoft Office, Springer Miller PMS, Delphi, and SynXis CRS a plus 
• Candidate must have attention to detail, be able to multi-task, must possess the ability to work in a fast paced environment, experience handling customer service issues and be a team player 
• Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays. 
• Sitting for extended periods of time 
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components 
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals 
• Read and interpret documents in English such as periodicals, journals and manuals 
• Able to write for various channels, routine reports, correspondence, business letters, summaries using prescribed format and conforming to all rules of punctuation, grammar, diction and style 
• Ability to speak effectively before groups such as business partners, clients or employees 
• Apply common sense understanding to business and social situations and in carrying out instructions furnished in written, oral or diagram form 
• Able to apply mathematical skills to interpret financial information and to prepare reports and budgets 
• Read and interpret business records and statistical reports 
• Make business decisions based on reports and facts, as well as on experience and personal insight 
• Must have sufficient computer skills that allows the individual to be able to use, in a proficient manner, all Salamander Hotels & Resorts issued software programs including but not limited to: 
  • Microsoft Word 
  • PowerPoint 
  • Excel 
  • Delphi 
  • CRM database management programs 
  • Internet browser programs 
  • Electronic mail programs 
  • All social media programs and platforms currently in use and able to assimilate new ones as they are developed 

PHYSICAL DEMANDS   

• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties this job, the employee is regularly required to stand; walk’ use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear.  
• The employee must be able to lift and move up to 25 pounds. The employee must be able to see differences in widths and length of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Inside for 75% or more of the time 
• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from
  supervisors 
• Must be able to change activity frequently and cope with interruption.

Salamander Hotels & Resorts is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.