Reservations Supervisor

The Reservations Supervisor is responsible for ensuring that the reservations team achieves or exceeds monthly sales targets. This individual will also ensure that our guests enjoy exceptional customer service and memorable experiences when visiting our properties.

Essential Functions

• Supervises the reservations team, including, but not limited to: scheduling, training, coaching and reviewing the Reservation Agent’s performance.
• Maintains all elements of the reservations system to ensure information is accurate and up-to-date.
• Meets and exceeds guest expectations by ensuring the team provides positive and courteous service and teamwork.
• Ensures that all special requests are handled in an efficient and timely manner.
• Demonstrates knowledge of AutoCamp & Brand 2 accommodations, guest services and local vendors.
• Ability to use all PMS systems to the fullest extent to retrieve necessary information online.
• Facilitates all VIP and special requests.
• Verifies that all voicemail and email requests are answered in a timely and efficient manner.
• Maintains a positive, open dialogue with all team members and vendors.
• Answers incoming calls.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate.
• Works closely with the on property team to ensure a high level of customer satisfaction.
• Verifies that all reservations are input correctly into the system, including billing information.
• Adheres to hospitality policies and procedures and verifies that the team is doing the same.
• Approves leave and time away from work within company policy. Enters schedules and monitors timecards for accuracy.
• Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service.
• Monitors and maintains the Reservations systems and equipment to ensure their optimum performance.
• Runs and analyzes various reports to monitor customer satisfaction, occupancy, revenue, competitive situations, etc.
• Attends all required meetings.

Competencies

• Demonstrated ability to achieve sales goals
• Working knowledge of Cloud Based Applications; knowledge of Google Suite products preferred.
• Clear, concise written and verbal communication skills
• Must have a passion for the great outdoors.
• Thoroughness and an Attention to Detail
• Excellent and Attentive Customer Service
• Must be a MacGyver, and able to find solutions when problems arise