Reservations Supervisor

The Reservation Supervisor is responsible for the supervision and operation of the Reservations department, directly overseeing the Reservation Agents and serving as their first point of contact for guidance, training, and support. This role processes and reviews all reservation requests, changes, and cancellations, ensuring accuracy, consistency, and adherence to Omni service and revenue standards, while helping the team deliver a personalized, elevated guest experience from the resort’s pre-opening phase onward.

Essential Functions

Supervise and oversee the daily operation of the Reservations department.

Process all reservation requests, changes, and cancellations received by phone or email.

Identify guests’ reservation needs and determine the appropriate room type.

Verify room type and rate availability before confirming any reservation.

Explain guarantee, special rate, and cancellation policies to callers.

Accommodate and document special requests accurately and efficiently.

Respond to guest questions regarding property facilities/services and room accommodations.

Follow sales techniques and strategies to maximize property revenue.

Enter and access data in the reservations system, ensuring correct fields are completed, including loyalty program enrollment.

Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by entering the correct code and rate into the reservations system.

Follow proper escalation procedures when addressing guest concerns.

Assist management in training, evaluating, coaching, and motivating Reservation Agents, serving as a role model and first point of contact for the Fair Treatment/Open Door Policy process.

Assign and ensure that work tasks are completed on time and meet quality standards.

Train and develop associates, providing challenging assignments, ongoing feedback, and development discussions.

Assist management in establishing and communicating goals, performance expectations, schedules, and deadlines to associates, ensuring they are understood.

Coordinate tasks and collaborate with other departments to ensure the Reservations department operates efficiently.

Prepare and review daily reports, ensuring all associates comply with required documentation.

Recognize associate performance contributions in partnership with management.

Maintain the confidentiality of proprietary materials and information.

Support all co-workers and treat them with dignity and respect.

Perform other reasonable job duties as requested by management.

Minimum Requirements

Bilingual in English and Spanish, with strong verbal and written communication skills in both languages.

Degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field preferred.

Open availability, including nights, weekends, and holidays.

Advanced English language proficiency required.

Minimum of 2 years of relevant reservations or guest service experience.

Positive attitude and genuine desire to provide attentive, friendly service.

Computer proficiency required.

Personnel/team supervision skills.

Strong multitasking and time-management skills, with keen attention to detail.

Ability to work well under pressure in a fast-paced environment.