Reservations Supervisor

Organization- Miraval Arizona Resort and Spa

Summary

SUMMARY

The Reservations Supervisor will serve as a day-to-day role model to new and existing reservations agents. Said individual will demonstrate and execute departmental procedures by ensuring that the culture and guidelines of Miraval are met.In addition to that, one must ensure that the team is meeting and/or exceeding budgeted goals for the department.

Essential Functions:

• Must create a positive, energetic working environment by maintaining high morale and productivity.
• Implement and manage all processes related to the effective handling of inbound guest calls and outbound calls.
• Assist in creating a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.
• Develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department statistical measurements.
• Ensure a positive pre-arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.
• Ensures effective resolution of service issues with a proactive approach to guest and associate needs.
• Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgement when independent decisions are required.
• Assist with Reservation and Experience shared inboxes and chats from the Miraval website.
• Other duties and responsibilities as assigned.
• The above does reflect that of their home property, however since Reservations does operate as a collective at team – at times they may be asked to assist with the above tasks at their sister properties.
  
  

Qualifications

• Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required.
• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required.
• Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.
• Previous experience in development and delivery of training information.
• Exceptional time management, detail and organizational skills.
• Professional demeanor with exceptional verbal, written and electronic communication skills.
• Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.