Reservation Sales Supervisor

Responsibilities

• Oversee day-to-day reservations sales process, operations, inventory, and administration duties.
• Maintain full knowledge of resort accommodations and amenities.
• Act as a liaison between all operational departments.
• Ensure clear and effective communication between parties, enhancing the resort’s reputation, maximization of revenue, and the highest level of guest service.
• Complete new hire training, ongoing training and monitoring of team, with the assistance of Aspire, Navis, Passkey in order to ensure call criteria standards and revenue goals are being met.
• Support daily Reservation Sales agent development.
• Aid in developing the department’s training plan and participate in Aspire sales training program.
• Maintain statistical tracking as it relates to department productivity.
• Ensure all requested changes for group blocks are completed in a timely and efficient manner, with responses back to requestor.
• Participate in the interview process for all Reservation Sales Agents prior to hiring.
• Develop both short and long-term goals relating to interpersonal development and departmental improvement in all members of the department.
• Analyze inventory and rate strategy to assist Revenue Team in selling strategy.
• Assist with planning and facilitating team meetings and daily debriefings.
• Handle guest complaints and ensure corrective action is taken to resolve.
• Monitor responses to all guest inquiries by phone, email and fax.
• Interface with Accounting as needed on billing, routing, and commission issues.
• Interface with other departments such as Front Desk, Concierge, and Housekeeping to ensure guest needs are being met.
• Handles special details, such as rates, alerts, room blocking (RTC, Origin, Specials, Features, etc.), billing, comments, and VIP guests.
• Supply information on all groups booked by the Sales Department to reservations enabling the agents to properly give information and take reservations.
• Insures that the correct group sales process is in place and complete, accurate guest data is obtained.
• Participates in weekly group pick up meeting with Director of Revenue Optimization, Conference Services Managers, Director of Sales, and Reservations Management team.
• Attends group pre-convention meetings.
• Create plan with Front Office team for groups causing oversold situations, to ensure accommodations for all reserved reservations.
• Use special record keeping procedures that involves intense administration and attention to detail.
• Recognize errors in recorded information and correct information.

Qualifications

• Speak English clearly with poise and confidence using correct English and a well-modulated voice.
• Successfully work independently and in a team setting.
• Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Be fair to all team members.
• Read and interpret business records and statistical reports.
• Use mathematical skills to interpret financial information.
• Understand the government regulations covering business operation.
• Make business decisions based on production reports and similar facts.
• Plan and organize the work of others.
• Write reports with proper format, punctuation, spelling and grammar, using all parts of speech.
• Write business letters, summaries, and reports, using prescribed format, and conforming to all of punctuation, grammar, diction, and style.
• Adequately position Terranea Resort to sell rooms and amenities.
• Use personal judgment and specializes knowledge to give information to people.
• Analyze and interpret established policies.
• Change activity frequently and cope with interruptions.
• Accept full responsibility for managing an activity.
• Adequate advanced proficiency with Microsoft Office and Excel documents.
• Able to type 35 w.p.m.
• Experience and education: 2+ years of on-property hotel revenue management and e-commerce discipline focus. Extensive hotel experience with Excel. Bachelor degree with hospitality and/or e-commerce specialization preferred, but not required. Experience and knowledge of Delphi, SMS & Synxis is preferred. Certified Revenue Management is preferred, but not required.

Pay

Base Pay Start Rate: $29.05 /Hr.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match!