Reservations Supervisor

Rancho Valencia Resort & Spa•Rancho Santa Fe, CA

About The Position

Reservation Supervisor is to provide support to the Reservations Manager and assist in overseeing agents, departmental operations and incoming reservation calls and emails. The person in this position will keep the Reservations Manager promptly and fully informed of all situations or unusual matters of significance. Provide a high level of service and promote Rancho Valencia notoriety.

Requirements

Ability to communicate in English with guests, staff and vendors to their understanding
Prior Reservations experience in a 4 -5 diamond Hotel
Working intermediate to advanced knowledge of Microsoft Office Systems
Must be able to work weekends, holidays and AM/PM shifts
Must be detailed, organized and a strong communicator
When on a call with a guest must be able to ask probing questions, actively listen, and position the hotel accordingly
Must be able to ask for the sale and counter if there is resistance
Typing speed of at least 40 words per minute
Self motivator

Nice To Haves

Resort Suite experience
Synxis GDS experience
Higher education degree in Hospitality Management
Previous experience in Guest Services
Previous Group Sales experience

Responsibilities

Accommodate guest’s special requests/needs, make notes in the reservation and clearly communicate to supporting departments
Provides complete follow through on all communication methods in a timely manner
Check daily arrivals to ensure all necessary billing instructions and special services are applied to reservations
Manage waitlist
Monitors and maintain Reservations email, fax and in-box on an hourly basis
Follows all Shop Criteria and Sales Technique protocol
Sets a positive example of guest relations and reservation calls
Handles guest complains effectively. Resolves all customers complaints in a diplomatic and professional manner, utilizing available resources to reach a mutually beneficial solution
Assists in maintaining a quiet work environment so that no unpleasant background noise can be heard by callers
Monitors agents while on phone calls
Provides feedback to agents based on observation and service behaviors
Assist in maintaining Reservation Training Sheets and all pertinent reservation information
Process and approve internal reservations such as R&C Employee, Wine Dinners and Friends & Family requests
Manage Gift Certificate Weekend Tracker and maintain a weekly audit
Oversee the monthly reconciliation of Inspirato folios
Run monthly travel agent commission reports, proof of eligibility for commission and process payments through the WPS System
Execute and communicate new departmental policies
Assist in monitoring and maintaining resort availability and rates through Synxis GDS System
Attend Marketing, Yield and Manager Meeting as needed
Create and distribute the weekly 10 Day Forecast Report
Maintain accuracy and functionality of confirmation letters through LMG Data
Assist in the management of hotel’s booking engine, extranets and GDS systems
Run Daily Reservations Booked Report and Forbes Tracker on a daily basis
Assist Groups Rooms Coordinator as needed
Run Pace Report and 30/60/90 in Reservation Managers absence
Perform other duties as directed, developed or assigned
Participates in and supports hotel efforts towards community, sustainability and environmental initiatives
Perform other duties as directed, developed or assigned