Central Reservations Supervisor

About the role

The Central Reservations Supervisor is responsible for leading the daily operations of the Central Reservations Department while ensuring exceptional guest service and maximizing lodging and ancillary revenue opportunities. This role supervises reservation agents, oversees reservation accuracy and productivity, supports revenue management initiatives, and serves as the primary escalation point for guest and booking-related concerns. The ideal candidate is a motivated hospitality professional with strong leadership, sales, and customer service skills who thrives in a fast-paced resort environment and is passionate about creating outstanding guest experiences.

Essential Duties and Responsibilities

Leadership & Team Management

• Supervise, coach, and support the Central Reservations team.
• Assist with recruiting, hiring, onboarding, and training new team members.
• Schedule staff to ensure appropriate coverage and service levels.
• Conduct regular performance evaluations, coaching sessions, and quality assurance reviews.
• Foster a positive and collaborative team culture focused on guest service and revenue generation.
• Maintain quality assurance standards and call etiquette.
• Lead by example in professionalism, service standards, and sales performance.

Reservations Operations

• Oversee daily reservation activities and ensure efficient department operations.
• Ensure all reservations are entered accurately and in accordance with company policies and procedures.
• Monitor reservation queues, call volume, email inquiries, and response times.
• Serve as the primary point of contact for escalated reservation concerns and guest issues.
• Maintain accurate guest profiles, reservation records, and department reporting.
• Ensure compliance with cancellation policies, deposit procedures, and reservation guidelines.

Revenue Generation & Sales

• Drive reservations team performance to achieve conversion, occupancy, and revenue goals.
• Coach agents on effective sales techniques, upselling, and cross-selling.
• Promote lodging packages, seasonal offerings, dining experiences, activities, lessons, rentals, and other resort products.
• Monitor booking trends and provide recommendations to support revenue optimization.
• Collaborate with Revenue Management, Sales, Marketing, and Operations teams on promotions and inventory strategies.
• Clearly communicate inventory restrictions, promotions, and operational changes.
• Track and analyze key sales and performance metrics.

Guest Experience

• Deliver exceptional customer service through phone, email, chat, and other communication channels.
• Resolve guest concerns professionally and efficiently.
• Ensure all guest interactions reflect company values and service standards.
• Identify opportunities to enhance the guest journey from inquiry through arrival.
• Handle complex guest requests and VIP bookings.

Reporting & Administration

• Generate and review operational, sales, and productivity reports to update management.
• Attend weekly on-site management meetings.
• Monitor departmental KPIs and identify areas for improvement.
• Maintain knowledge of current resort offerings, policies, pricing, and promotions.
• Assist with system audits, inventory management, and special projects as assigned.
• Perform any other duty as required by management.

Qualifications

Required

• Minimum 2 years of hospitality, reservations, lodging, call center, or related experience.
• Minimum 1 year of supervisory, lead, or team leadership experience.
• Strong customer service, sales, and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment.
• Ability to work flexible schedules, including weekends and holidays.
• Knowledge of hospitality industry practices and reservation systems.

Preferred

• Experience in a resort, hotel, ski resort, or destination hospitality environment.
• Experience with Property Management Systems (PMS), Central Reservation Systems (CRS), and CRM platforms such as Host, RTP, Inntopia, Salesforce.
• Knowledge of revenue management principles and sales performance metrics.
• Bachelor's degree in Hospitality Management, Business, or related field.

Working Conditions

• Ability to work flexible schedules, including weekends, holidays, and peak resort periods.
• Primarily remote with one to two days a week onsite with extensive computer and telephone use.
• Ability to remain seated for extended periods while handling calls and system transactions.

Pay

$26.50 + Commission

Benefits

• Access to select Alterra Mountain Company Destinations.
• Free Solitude season pass for you and eligible dependents.
• Discounts on solitude lift tickets for friends and family.
• Discounts on food, rentals, retail, and lessons.
• Comprehensive medical, dental, vision, and life insurance for eligible employees.
• Pro deals with outdoor brands.
• Generous 401(k) plan with company match.
• Free counseling service through Employee Assistance Program.