Reservations Supervisor

*General Purpose:* The Reservation Supervisor helps maximizes revenue and create value by providing excellent customer service.
This includes effective reservation sales, revenue management, group account management, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience, such as check-in, check-out, and problem resolution.
The Reservation Supervisor additionally plays an active role in all property marketing decisions, assists in implementing marketing initiatives and is responsible for tracking ROI of tactical marketing plans.
The Reservations Supervisor will assist with Front Desk coverage as needed.
This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example.
The employee must be able to exercise good judgment and discretion, display effective problem solving skills, and provide excellent customer service.
Additionally, the employee must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow through.
*Job Duties and Responsibilities:* * Assist in training as needed, manage daily work flow & responsibilities and provide performance feedback to Reservations Manager * Update all group room blocks in coordination with appropriate sales manager * Keep up-to-date on in-house groups and functions (review group cover sheets to be aware of special needs and requests) * May prepare documents and forecasts for, and actively participate in, weekly yield meetings to ensure appropriate rate strategies * Assist with input, and ensure accuracy of information on the GDS and other revenue venues * Confirm that hotel OTA (On-Line Travel Agent) channels are maintained consistent with seasonal reservations strategies * Develop and maintain relationships with Travel Agencies booking property; identify top producing agencies and extend relationship-building amenities and services * Assist with department implementation of all brand/affiliation-required amenities and services * Ensure proper booking codes are used throughout all reservation processes, including updating new source codes as required to reflect property marketing strategies * Help develop and distribute all pre- and post-stay communications to hotel guests * Ensure all information pertinent to the front desk/reservations is communicated to the next shift * Update CMS in online booking engine, property apps and website as needed and appropriate * Account for assigned cash drawer(s) and cash balances; maintain general knowledge of bookkeeping and audit procedures * Answer and transfer calls in a timely (3 rings) and courteous fashion * Manage all aspects of the reservations process; stay abreast of local rates, in-house strategy, special rate plans and packages, available inventory, etc.
* Confirm accuracy of information in property management system; enter data correctly and check daily arrivals * Communicate special promotions, packages and special requests effectively with appropriate departments * Know major hotel systems including their locations, basic troubleshooting and relevant contact list * Have complete knowledge of hotels services, amenities, and hours of operation * Be familiar with emergency procedures as documented in hotel Emergency Manuals * Accurately handle all upcoming and in-house accounts including guest names, room charges, methods of payment, special requests, etc.
* Perform daily reporting requirements based on specific hotel needs * Ensure transfer of information from shift to shift at the Reservation Desk * Keep adequate inventory of front desk and guest supplies available at all times; communicate shortages as necessary *Assist with Guest Services as needed:* * Welcome and check-in guests in a friendly and efficient manner.
Exercise excellent customer service and phone etiquette * Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met * Develop a working knowledge of local attractions, business locations, and points of interest * Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, and general inquiries * Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/lounge guests, visitors * Confirm guest satisfaction at check-out and take appropriate corrective action if necessary *Supervisor Responsibilities & Expectations: * * Support the hotel in achieving high performance levels in service and profitability * Hold self and others accountable for achieving results * Support a culture that promotes high employee morale and performance * Provide strong leadership, motivate staff to reflect a high level of enthusiasm and guest satisfaction; earn and maintain trust and respect * Respond to guest/employee concerns or complaints in a timely and courteous manner; (ability to effectively problem solve) * Effectively coach, motivate, lead and resolve employee concerns by timely communicating on-going positive and constructive feedback, and keeping manager informed as needed * Review Time & Attendance punches in payroll and maintain Attendance Spreadsheet (log), accurately reflecting reasons for occurrences * Assist with keeping timely & accurate documentation; all documentation must be approved and issued by the manager * Train team how to punch in, out & transfer departments (holds employees accountable via use of missed punch form) * Assignment of daily duties, based on scheduled staffing, to meet hotel needs while effectively controlling payroll; effectively communicate any shortages or needs to management * Orient employees per OHM’s process and procedures *Skills Required:* Leadership, problem-solving, and basic computer skills; ability to share knowledge and teach others to perform tasks, high level customer service, effective communication with guests and team members, able to follow instructions, learn quickly, pay attention to detail, and maintain composure when working under pressure *Technical Skills:* Aptitude with numbers: forecasting, and auditing procedures Have knowledge of Hotel OTA channels, booking codes, booking and pace patterns, local rates, in-house strategy, special packages etc.
*Experience/Education: * Prior hotel reservation/call center & customer service experience required; supervisory experience preferred.
Prior revenue management and CMS, GDS and PMS experience preferred.
Associate’s degree desirable or equivalent combination of education and work experience.
Job Type: Full-time Pay: $20.
00 - $22.
00 per hour Expected hours: 40 per week Benefits: * 401(k) * Dental insurance * Employee assistance program * Employee discount * Flexible schedule * Free parking * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Day shift * Evenings as needed * Holidays * Morning shift Work setting: * In-person * Resort Ability to Relocate: * Cape Elizabeth, ME 04107: Relocate before starting work (Required) Work Location: In person