Reservations Supervisor

About the Role

Under the general guidance of the Reservations Manager, the Reservations Supervisor oversees luxury and lifestyle reservations, enhancing the guest booking experience and driving voice sales to maximize relationships between guests, travel agents, and third parties in alignment with Delano’s culture. The Supervisor adheres to Forbes Five Star call standards in every interaction and is responsible for achieving or exceeding these standards.

Responsibilities

• Process travel agent commissions.
• Handle group requests and block reservations.
• Manage reservation requests for company hotels, restaurants, and nightlife.
• Serve as a liaison between sales managers and operational managers.
• Answer phone calls promptly and courteously, adhering to Forbes and Delano standards.
• Stay knowledgeable about current rates, marketing specials, resort operations, and other guest-related information.
• Understand the layout of the hotels, including all room types, suites, and meeting rooms.
• Maintain awareness of the hotel’s selling status, availability, and upsell opportunities.
• Possess complete knowledge of special rates, packages, and included benefits.
• Secure all required guest information when making reservations.
• Understand and communicate reservation policies regarding guarantees, cancellations, and no-shows.
• Follow up on guest or colleague requests to ensure satisfaction in a friendly and professional manner.
• Handle daily correspondence, respond to inquiries, and manage reservations via the reservations inbox.
• Adhere to hotel and Reservations department rules and regulations.
• Participate in departmental meetings to assist in developing daily operations and improving the reservations department.
• Build and maintain positive relationships with all other departments and understand their connection to reservations.
• Be knowledgeable about the spa, including basic service treatments, rates, and other relevant information.
• Assist with inputting weekend third-party reservations, such as those from internet and wholesale sources.

Requirements

• Hospitality degree preferred.
• Good communication and customer service skills.
• Previous reservation experience.
• Proficiency in computer skills.
• Flexible schedule.
• Multi-lingual preferred.
• Ability to work seated for at least 8 hours per day.
• Ability to speak and hear clearly for phone communication with guests.
• Ability to pull and lift packages weighing at least 40 pounds.
• Depth perception and balance for overall performance, including computer work.