Supervisor - Reservations

SUMMARY

Provides support to Reservations Manager while increasing the value and desirability of Ocean Reef by maintaining the highest standards in assisting members and their guest with all needs. Primarily supervises the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional and efficient manner. Supervising and coordinates activities of reservation team members providing reservations and customer services skills. Handling a high volume of calls, proficient in email etiquette, and providing information to all about club facilities, services, and meeting locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

In addition to the following duties and responsibilities, other duties may be assigned:

• Monitor calls in effort to avoid dropped/lost calls.
• Oversee daily operations of the reservations department, ensuring timely and accurate processing of individual and group bookings.
• Audit reservations to ensure accuracy
• Answering phones using proper telephone etiquette
•  Supervise and train reservations staff, ensuring adherence to club policies and service standards.
• Knowledge of types of membership, travel, agent policies and procedures, owners use and guest cards
• Monitor room availability and collaborate with Revenue Management to optimize occupancy and rate strategies
• Confidently promote the club’s full range of amenities and services, effectively communicating its value to prospective and current members. Respond to member inquiries with clarity and professionalism, demonstrating thorough knowledge of club offerings and policies.
• Support group operations by assisting the Group Coordinator with entering group blocks into the PMS, inputting rooming lists, and responding promptly to group-related emails to ensure seamless communication and accurate reservation management
• Communicate effectively with all other departments in a professional manner, maintaining a good work relationship and atmosphere.

QUALFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Excellent communication skills (verbal and written)
• Works well within team environment
• Strong leadership skills and abilities
• Organized and detail orientated
• Well-developed stress management skills
• Computer skills: Windows, Microsoft Office, hotel management software
• Flexible scheduling: ability to work long hours as needed

EDUATION and/or EXPERIENCE

High school graduate. Minimum 1 year of experience in hospitality at a private club, resort, or a large-scale hotel.

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. Sample physical requirements might include:

·        Must be able to sit and or stand for long periods of time

·        Must be able to type and talk on phone (with use of headset) for long periods of time

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sample work conditions might be:

·        Noise level in the work environment is usually moderate.

·        Must be able to work in a constantly changing environment

Attendance, Appearance and Conduct:

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club and report deadlines.

Proper grooming is required by all associates and is described in detail in the Associates Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional. 

As a condition of employment, all associates agree to fully comply with Ocean Reef Club rules and regulations for the safe and efficient operation of Club facilities. Associates who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment. If you have any questions or doubts you should seek clarification from your supervisor.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, change is workload, rush jobs or technological developments) dictate.