What are the responsibilities and job description for the Reservations Supervisor position at BHC?
The Reservations Supervisor is responsible for overseeing the reservations team to ensure efficient booking processes, high levels of customer satisfaction, and optimal call center occupancy rates. This role blends leadership, operational expertise, and a deep understanding of hospitality dynamics to deliver seamless guest experiences and support business goals.
DUTIES & RESPONSIBILITIES:
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
DUTIES & RESPONSIBILITIES:
- Supervise daily operations of the reservations department, ensuring prompt, courteous, and accurate guest service always.
- Train, mentor, and motivate reservations staff on reservation systems, customer service excellence, and sales techniques.
- Develop and maintain reservation policies and procedures.
- Handle escalated customer service issues, resolve conflicts, and ensure guest satisfaction and loyalty.
- Coordinate with other departments (front office, sales, housekeeping, maintenance) to fulfill special guest requests and ensure smooth hotel operations.
- Manage booking systems and ensure accurate handling and monitoring of phone calls, and electronic reservations.
- Monitor and coach based on Forbes standards and maintain professional and technical knowledge of call center operations and sales processes.
- Ensure compliance with company policies, industry regulations, and data privacy standards in all reservation activities.
- Experience: At least one year of hotel or reservations experience.
- Technical Skills: Proficiency in hotel property management systems, reservation software, and booking platforms (e.g., Infor, RESY, Book4time, Alice, Workday etc).
- Leadership & Communication: Excellent leadership, interpersonal, and communication skills; ability to train and motivate teams.
- Customer Service Orientation: Strong problem-solving attitude, attention to detail, and ability to resolve guest issues professionally.
- Multitasking & Organization: Ability to multitask, prioritize, and work efficiently in a fast-paced environment
- Familiarity with Forbes Travel Guide standards.
- Experience with Workday, Infor, and Alice.
- Basic knowledge of Excel
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.