Job Description

SUMMARY

As a Reservations Supervisor, you will coordinate statistical data and supervise the Reservation Department team to ensure efficient, accurate, and guest-focused reservation operations. This role is responsible for leading staff, managing daily departmental activities, and maximizing resort revenue through effective yield management and reservation strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise the daily workload of the Reservations team, with a focus on guest service, accuracy, and department performance
• Monitor daily call volume, reservation tick sheets, and manage online/third-party reservations, rates, and availability
• Ensure all guest confirmations, internet inquiries, and special requests are handled promptly and professionally
• Assist in the building, updating, and management of rates and packages within the property management system
• Train, coach, and monitor staff on up-selling techniques and closing sales to enhance resort revenue
• Train new hires and assist in updating and maintaining training manuals and departmental procedures
• Review all reservations made on the previous day for accuracy and follow up as needed
• Assist in supervising staff when needed and foster a positive, team-oriented work environment
• Maintain open lines of communication with supervisors and ensure departmental goals are met
• Assist in developing new ideas for lines of revenue
• Maintain and track specials, packages, and discount rates on a weekly basis
• Assist on the phones and support the team during peak periods
• Adhere to proper grooming and dress standards as outlined in the Employee Handbook
• Ensure all procedures are compliant with resort environmental practices and policies

EDUCATION/EXPERIENCE

• Degree in hospitality or equivalent experience in the industry
• Minimum of 2 years of supervisory or management experience
• Demonstrated experience in staff training and development
• Experience with yield management and revenue optimization practices preferred
• Proficiency in Property Management Systems (LMS or equivalent), Microsoft Word, and Excel
• Must be able to pass a background investigation and drug screen as a condition of employment

OTHER SKILLS AND ABILITIES

• Excellent oral and written communication skills
• Demonstrates enthusiasm, professionalism, and a positive attitude
• Strong attention to detail and accuracy
• Ability to motivate and lead a team, set expectations, and foster teamwork
• Effective time management and organizational skills
• Ability to analyze data and implement improvement strategies
• Handles high-stress situations with professionalism and focus
• Ability to handle confidential information with discretion

SUPERVISORY RESPONSIBILITIES

• Ensure team members are trained and maintain current knowledge of departmental procedures and resort policies
• Administer policies and procedures fairly and consistently among all employees
• Create a motivating environment, set and communicate job expectations, and provide feedback and coaching
• Lead by example, displaying readiness to respond positively to instructions and procedures
• Listen to and resolve employee concerns in a timely and effective manner
• Ensure work is completed accurately, efficiently, and in compliance with resort standards and guest expectations

TYPICAL PHYSICAL & MENTAL DEMANDS

• Frequently required to sit for extended periods, use hands to finger, handle, or feel, and talk or hear
• Occasionally required to stand, walk, reach with hands and arms, climb, balance, stoop, kneel, crouch, or crawl
• Must be able to occasionally lift and/or move up to 40lbs
• Ability to comprehend and follow instructions, perform assigned tasks, and meet strict deadlines
• Perform effectively under high-stress or high-volume periods
• Ability to maintain focus and professionalism when handling multiple tasks or priorities

WORKING CONDITIONS

• Office environment with moderate noise levels
• Hours and days may vary, including evenings, weekends, and holidays based on business needs
• Must be flexible and able to adapt to changing work schedules as required
• Employee parking proximity to resort entrance varies season to season due to business volume

Native American Preference will apply. Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.