Supervisor, Reservations

About the Role:

The Supervisor, Reservations plays a critical role in overseeing the daily operations of the reservations team to ensure exceptional customer service and efficient booking processes. This position is responsible for managing reservation process performance and implementing strategies to optimize reservation workflows. The Supervisor acts as a liaison between customers and other departments to resolve issues promptly and maintain high satisfaction levels. They analyze reservation data to identify trends and opportunities for improvement, contributing to overall business growth. Ultimately, this role ensures that all reservation activities align with company standards and support the organization's goals for revenue and customer experience.

This role will review definite room blocks in CI/TY, input and modify group & FIT booking, build room blocks in PMS/MARSHA, reconcile & house. 

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 3 years experience in reservations, customer service, or a related field.
• Proven experience in a supervisory role within a reservations or call center environment.
• Strong knowledge of reservation systems and booking software.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Experience with CRM and advanced reservation management platforms such as CI/TY, MARSHA and OPERA.
• Demonstrated ability to analyze data and generate actionable insights.
• Familiarity with industry-specific regulations and compliance standards.
• Multilingual abilities to support diverse customer bases.

Responsibilities:

• Achieve daily and monthly performance targets.
• Monitor reservation systems and processes to ensure accuracy and efficiency in booking and customer data management.
• Collaborate with sales, marketing, and operations departments to align reservation strategies with business objectives.
• Prepare and analyze reports on reservation trends, team performance, and customer feedback to inform management decisions.
• Ensure compliance with company policies, industry regulations, and data privacy standards in all reservation activities.

Skills:

The Supervisor, Reservations utilizes strong leadership and communication skills daily to guide and support the hotel reservations process, ensuring smooth operations and high-quality customer interactions. Analytical skills are essential for interpreting reservation data and identifying areas for process improvement or training needs. Proficiency with reservation and CRM software enables efficient management of bookings and customer information. Conflict resolution and problem-solving skills are frequently applied to address escalated customer concerns and operational challenges. Additionally, organizational skills help in coordinating schedules, reporting, and cross-department collaboration to meet business objectives effectively.