Reservations Supervisor

Overview

Viceroy Hotels & Resorts is a leader in modern luxury, dedicated to creating unique, immersive experiences that connect guests with the authenticity of each destination. The property, located in Sun Valley, Idaho, offers 73 guest rooms and 12 single-level penthouse residences with sweeping views of the Rocky Mountains. Amenities include a 5,700-square-foot full-service spa, a 1,500-square-foot fitness center, and an observatory with access to the Central Idaho Dark Sky Reserve.

Responsibilities

• Manage all individual reservation inquiries, modifications, cancellations, and special requests.
• Review daily arrivals, departures, VIP arrivals, and guest preferences to ensure accuracy and readiness.
• Maintain room inventory and room type availability under the guidance of the Director of Revenue Management.
• Audit reservations to ensure guest information, billing instructions, deposits, and special requests are accurate.
• Monitor OTA, CRS, GDS, and other distribution channel reservations for accuracy and consistency.
• Support pre-arrival guest communications and coordinate special accommodations when needed.
• Train Front Office team members on reservation procedures, room types, rate codes, packages, and booking policies.
• Partner with Front Office leadership to ensure reservation standards and procedures are consistently followed.
• Conduct periodic audits and coaching to ensure reservation-related procedures are executed accurately.
• Assist in developing reservation and Front Office SOPs, job aids, and training materials.
• Maintain organized reservation records, reports, and supporting documentation.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field preferred.
• Minimum of two years of experience in hotel reservations, front office operations, revenue management support, or guest services required.
• Previous supervisory, lead, or training experience preferred.
• Experience with Opera PMS and hotel reservation systems strongly preferred.
• Knowledge of CRS, GDS, OTA channels, and revenue management principles preferred.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Strong organizational skills and exceptional attention to detail.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and manage deadlines in a fast-paced luxury hospitality environment.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Must be able to effectively communicate with guests, travel advisors, and team members in a professional and service-oriented manner.
• Must be able to work a flexible schedule, including weekends, holidays, and peak business periods.
• Must be able to sit, stand, bend, lift, carry, push, pull, or otherwise move objects up to 20 pounds occasionally.
• Luxury hotel experience preferred.