Reservations Supervisor

SALARY RANGE: $28.00-$29.00 per hour. Reservations Supervisor oversees the reservations department, ensuring efficient and accurate booking processes while providing excellent customer service. They supervise and coordinate the reservations team, handle guest inquiries, resolve issues, and contribute to revenue maximization. This role requires strong communication, organizational, and problem-solving skills, as well as expertise in reservation systems and procedures.

Essential Functions

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life. 
• Must actively participate in team member referral program and be a Talent Ambassador for Silverado Resort.
• Must participate in all resort required meetings and trainings.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/business attire and nametag.
• Providing leadership, guidance, and support to reservation agents.
• Training, mentoring, and coaching team members to enhance their skills and performance.
• Ensuring team members adhere to company policies and procedures.
• Managing workload distribution.
• Overseeing the entire reservation process, from booking to cancellation.
• Ensuring accuracy and efficiency in all reservation-related tasks.
• Handling guest inquiries, resolving issues, and addressing special requests.
• Working closely with CRO – updating them on all events impacting the Resort, maintaining rates and descriptors in Voice agent.
• Providing exceptional customer service and ensuring a positive guest experience.
• Working closely with other departments, such as CRO, sales and front office, to ensure smooth operations.
• Communicating effectively with guests and team members.
• Ensuring the accuracy and up-to-date status of all reservation information in HMS and Synxis/Voice Agent.
• Utilizing reservation systems and software efficiently.
• Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
• Answer guest inquiries about resort services, facilities and hours of operation.
• Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible.
• Enter reservations into the computer according to standard operating procedures.
• Maintain Golf and Owners availability calendar and communicate all relevant information to the Front Desk staff.
• Maintain accurate files and reports.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Monitor daily sales activity and alert front office team of sold-out nights, group status and possible problem situations.
• Post no-show revenue daily, if required at property.
• Be able to perform all duties of Guest Services Agent and assist at front desk as required by Resort Management.
• Review Reservations logbook and Guest Request log on a daily basis.
• Assist with processing travel agent commissions as requested.
• Abide by all resort policies and safety rules.
• Perform other duties as requested by management.

Qualifications

• At least 2 years of progressive experience in a resort or a related field in a similar capacity.
• Strong communication skills and ability to multitask is a must.

Work Conditions and Schedule:

• Weekend and holiday availability is required as well as flexibility with work schedule.
• The scope of the position may sometimes require a work week over 40 hours, including nights, weekends and holidays.
• Flexible and long hours are sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 5 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Sedentary role that requires working on the computer for extended periods.

SVR Management II LLC is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability (physical or mental), medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.  We are committed to complying with the California Fair Employment and Housing Act (FEHA), Title VII of the Civil Rights Act, the Americans with Disabilities Act (ADA), and all other applicable equal opportunity laws.

SVR Management II LLC participates in E-Verify. Upon hire, your employment will be contingent on proof of identity and eligibility to work in the United States, which will be confirmed through the federal E-Verify system.

Salary : $28 - $29