Reservations Supervisor

Company Overview:

At Cohobnb, our mission is to provide guests with a wide array of unique and luxury vacation rentals and homeowners with excellent vacation rental management. Each vacation rental is set up specifically for guest leisure through our number one core value: Excellence in Hospitality. Our team includes specialists in guest services, reservations, sales, property management, marketing, housekeeping, maintenance, interior design, and more! We are go-getters and applaud those who challenge the status quo & think outside the box. We love Northwest Arkansas & offering travelers white-glove service. We are a swiftly growing, yet stable, company, and are looking for A-Players who fit our company culture, align with our Core Values, and are excited to work with a small, 100% locally owned business that offers corporate benefits!

Position Summary:

We are looking for highly organized and detailed-oriented candidates with excellent people skills for our Guest Services Supervisor position. Regarding the guest service aspect of this position, you are responsible for supervising our remote Guest Services Representatives, directly addressing guest requests when they need to be escalated past a GSR, undertaking various administrative duties, and diffusing conflict or tension throughout all of our properties. 

The best candidate for this position will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise. Must be able to work with minimal supervision and have excellent customer service skills. Additionally, you should be able to up-sell and have excellent knowledge of deals and savings available to customers.

Responsibilities: 

• Provide upscale guest service experiences for guests throughout their stay
• Be the primary point of contact for guests and learn to troubleshoot issues as they arise if they are escalated by a GSR
• Develop and maintain hospitality standards for each property and work alongside the operations team to meet those standards
• Find creative solutions to create the best caliber of client & guest experience that we can possibly create within specific budgets
• Ensure guests are properly greeted upon booking, arrival, and departure
• Monitor daily bookings and ensure properties are prepared prior to check-in
• Oversee check-in and check-out procedures
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children, clients, and VIPs, receive personalized services.
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Focus on client and guest retention
• Promote all property amenities, conveniences and programs offered
• Manage and delegate with the rest of the Guest Services team to ensure their performance is meeting company standards
• Liaise with Housekeepers and maintenance staff to provide an overall comfortable guest & client experience
• Examine daily duties, assign tasks, and check on progress
• Analyze customer feedback from guest books and online reviews and suggest ways to improve ratings
• Ensure all online reviews have a response and are up to date
• Offer suggestions to guests that are looking for local activities and recommendations

Skills

• Proven experience in Hospitality Guest Services
• Proficiency in MS Office, Google Office Suite, Hotel/Vacation Rental Management Software (PMS)
• Customer service drive with outstanding communication and active listening skills
• The ability to put yourself in other people’s shoes and walk into a property anticipating guest’s experiences and executing improvements
• Strong organizational and planning skills in a fast-paced environment
• A creative mind with an ability to create and execute strategy

Requirements

• Experience in the hospitality industry is a plus.
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work 3:00PM-11PM Thur-Mon.
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills
• Excellent written and verbal communication skills
• Highly proficient in the utilization of Google Office Suite.
• Able to handle the stress of high customer demand in a hospitality environment.
• Excellent telephone etiquette and the ability to get along with a diverse population.
• Ability to effectively present information and respond to questions. 
• Possess a positive and upbeat attitude at all times.

Compensation and Benefits 

Salary: 

• $18.00-$22.00 per hour
• Paid weekly 

Benefits:

• Health, Vision, & Dental Insurance
• 2 Weeks Vacation 
• 401k - 5% Safeharbor Match
• Frequent Performance Assessments
• Company Discounts at all Properties

Salary : $18 - $22