Reservations Supervisor

Department:  Reservations          

Job Title: Reservations Supervisor

FLSA Status: Non-Exempt

Job Overview: Reservation coordinators help people book their stay. Reservations take incoming calls for people interested in staying in the property. They help guests find the right accommodations to fit their needs, suggesting different packages or amenities that the facility offers and asking questions to help determine what the client needs while securing payment information.

Reports to: Director of Sales

Key Relationships: 

Internal: Front Desk Hosts, Reservations, Sales and Catering, Housekeeping, Restaurant, Accounting, and Maintenance.

External: Hotel guests/visitors, and other sales & revenue personnel

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodations.

Essential Job Functions:

• Answer all telephone calls within three (3 rings) utilizing appropriate etiquette in accordance with company standards
• Ensure proper verbiage and etiquette is used when answering the phones and selling hotels' rooms
• Reservations are to be entered into the Voice Agent/PMS as they are received
• Upsell rooms when possible according to established procedures to maximize hotel ADR (Average Room Rate); utilize yield management strategies to ensure a full house whenever possible
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel. Using the reservations system, process reservations from the Sales Department, Reservations Centers, Email, and Wholesalers
• Stay abreast of current rates, rate changes and all promotions
• Review reservations, cancellations, and no-show activities from the day prior
• Provide guests with information regarding amenities of the hotel, rooms, and food services. Display knowledge of the local area, to include but not limited to, restaurants, local attractions and activities
• Ensure amenities are offered to be purchased for special occasion reservations
• Review Daily Arrivals report and block request accordingly
• Run daily arrival list and audit for dupes 14-days out
• Enter all rooming lists and billing information as instructed from the Sales and Catering Department
• Assist Sales Department with special projects
• Perform other duties as directed, developed or assigned by General Manager, Revenue/Reservations Manager, and Sales Managers
• Report to and take direction from DORM and Revenue/Reservations Manager. Maintain an open channel of communication with all of the above regarding reservations for the property

Desirable:

• At least 1 year of hotel guest reservation experience
• Knowledge in OPERA Property Management System

Essential Physical Abilities:

• Endure various physical movements throughout the work areas, such as reaching, bending and stooping
• Requires the ability to occasionally lift office products and supplies up to 20 pounds
• Repetitive hand motion (typing) for extended periods of time

Essential:

• Must be available for the day shifts ranging between the hours of 7am-7pm on weekdays and weekends
• Ability to maintain standard attendance expectation
• Must be able to communicate professionally and tactfully in English, both written and verbal
• High school diploma or equivalent
• Prior experience with using telephone and basic computer functions and Microsoft Office applications (Excel, Word, PowerPoint)
• Excellent communication skills
• Ability to work at a desk for long periods of time required

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.