Call Center - Reservations Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES: Primary duties and responsibilities include, but are not limited to, the following:

• Maintains current knowledge and familiarity with all hotel services, features, and local attractions to respond to guest inquiries.
• Assists groups with booking/housing needs in adherence to established policies and procedures.
• Manages group blocks, ensuring all room/suite inventory allocation and guidelines are monitored and adhered to in accordance with established policies and procedures
  • Report assignment issues to supervisor/manager
  • Assign room numbers as needed
  • Balance inventory as needed
  • Group cutoff dates
  • Group pick up reporting
• Provides additional operation information to the Call Center and Front Operations, gathered from Sales/Convention Service Managers, group contacts, and meeting planners.
• Promote a friendly, supportive environment in which employees are encouraged to solve problems and address customer issues.
• Reviews sales contracts for any clauses or special requests outside of established departmental parameters, communicating all pertinent information directly impacting management of the group and/or hotel revenue.
• Attends group pre-conference meetings and pre-planning meetings with clients and property management when requested.
• Expected to streamline departmental operations through continuous assessment of policies and procedures.
• Participate in special project activities and support teams by providing ad hoc information and reports.
• Assist Revenue Management Team with tasks and projects as needed.
• Assist Call Center Team with tasks and projects as needed.
• Assist with daily preparation of all managerial reports used for tracking and analysis.
• Work with internal and external customers to provide optimal guest service. This includes contact with various departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Lift, move, carry materials or carry reports and supplies weighing a maximum of 20 lbs. on an intermittent basis.
• Stand, walk, bend (at neck & waist), reach (above & below shoulder level), and squat for duration of shift, walking 2-4 miles during an 8-hour shift. Simple grasping, repetitive use of the hands and fine hand manipulation is required to complete essential functions.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules that reflect the business needs of the hotel.
• Comply with hotel rules and regulations for the safe and efficient operation of Hotel facilities.
• Other duties as assigned within the scope of this job description.

KNOWLEDGE/SKILLS/ABILITIES

• Ability to communicate effectively with meeting planners, group clients and guests associated with a group.
• Ability to work in a fast-paced and busy environment, maintain physical stamina and proper mental attitude, ability to deal effectively with management, employees and outside contacts while working under pressure and meeting deadlines, strong leadership qualities and sound judgement with effective decision-making and problem-solving skills.
• Excellent customer service skills
• Previous experience using a hotel Property Management Systems, Agilysys LMS, Lanyon Passkey preferred.

Education and/or Experience:

• High School graduate or similar equivalent.
• At least 2 years previous work experience in Hotel Reservations/Hotel Operations, or similar experience, which provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Work performed indoors, in climate controlled environment. The noise level in the work environment is usually moderate. Employee may be exposed to odor and secondhand smoke.