Area Reservations Sales Supervisor

About the role

The Reservations Supervisor at Miraval Berkshires Resort and Spa is responsible for leading and supporting a team of reservations agents and advisors. This role requires a strong focus on customer service, team development, and achieving departmental goals.

Responsibilities

• Create a positive, energetic working environment by maintaining high morale and productivity.
• Implement and manage all processes related to the effective handling of inbound and outbound guest calls.
• Aid in the creation of a high-performance, revenue-generating team by consistently developing, training, and coaching Reservations Agents and Advisors.
• Develop and leverage a team of people with unique talents and a variety of strengths to maximize the effectiveness of the department.
• Accurately convey resort and reservation information, qualify guest needs, and precisely enter guest information into the booking system.
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.
• Effectively resolve service issues with a proactive approach to guest and associate needs.
• Respond promptly to requests for information and assistance from guests, agents, and other resort employees.
• Assist with Reservation and Experience shared inboxes and chats from the Miraval website.
• Assist with onsite Exclusive Resort guest arrivals and/or Onsite Experience Planning per property needs.
• Log into Snowfly weekly and celebrate any recognition and compliments/congratulate agents on accomplishments.
• Complete Navis Reports Call Compliance Auto Complete Report Lead compliance (non-booked reasons, field compliance, notes, etc.).
• Perform Call Auditing (5 calls daily): Revinate modifications.
• Handle other duties and responsibilities as assigned.

Requirements

• A minimum of 2 years of high-end sales and customer service experiences, preferably in a call center, sales/customer service, or hospitality environment.
• Technology proficiency with thorough working knowledge of GDS, reservations software, and booking systems.
• Exceptional verbal and written communication skills with the 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.
• A professional demeanor with exceptional verbal, written, and electronic communication skills.
• Complete flexibility to work weekdays, weekends, mid-shifts, nights, and holidays.