Reservation Supervisor - Full Time

POSITION PURPOSE:

Supervise the general job performance of all reservations agents to ensure highest level of quality to all stakeholders, including but not limited to individual callers, group guests, spa and tee-time customers, as well as all internal guests. Supports Reservations Manager, Assistant Reservations Manager, and Reservations Sales Agents. Has oversight of the Reservations department in absence of Reservations Manager or Assistant Reservations Manager.

EXAMPLES OF DUTIES:
ESSENTIAL FUNCTIONS:

• Ensure the adherence of all agents to the professional standards set forth by the company.
• Monitor and report on agent productivity using NAVIS System, including shop scores, Upselling, talk time, conversion, and any other standard as set by the department leader.
• Daily review of NAVIS calls compliance, outbound sales, and trends.
• Coaches and mentors agents on how to close sales and increase revenue.
• Answers Reservations phone calls and be available to assist guests with issues pertaining reservations that an agent might not be able to handle on their own.
• Processes VIP Reservations, Wholesale Reservations, or Negotiated Reservations within 24 hours.
• Processes daily No Shows, Cancellations, and Long Stay Reservations to collect revenue.
• Processes OTA No Shows/Cancellations and updates via Extranet
• Interview, train and supervise reservation agents for the efficient operation of the department.
• Manage the departmental schedule, and ensure all shifts are covered.
• Monitor performance and give feedback according to established standards.
• Work closely with the Catering Sales team to ensure zero errors in the processing of group lists, inventory management of group blocks, set up billing and routing, and room assignments if required.
• Work closely with Front Office team to ensure any guests inquiries are answered in a prompt, efficient manner.
• Ensure office is well stocked, and agents have the necessary tools to complete their jobs.

OTHER:

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. Regular attendance in conformance with the standards, which may be established by Trump National Doral Miami from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the industry that we are in, a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing guest satisfaction and as a result there will be times when our associates in the Operation will call upon us for support in order to ensure guest satisfaction occurs. When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Assists Director of Reservations to ensure the efficient operation of the Reservations Department
• Researches and coordinates meeting materials for reservation meetings.
• Monitors reservations agents with coaching and counseling and assists Reservations Manager in all disciplinary actions regarding reservations agents.
• Manages quality control of reservations.
• Handles guest complaints and assists reservations agents in problem solving techniques.
• Assists in the capacity of reservation agent when needed.
• Initiate and prepare reports as required.
• Assist office in any other administrative duties as needed.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Excellent oral and written communication skills.
• Ability to manage and work with outside groups and agencies.
• Excellent organizational skills.
• Ability to work well under pressure.
• Proficient in Microsoft Word, Excel, and PowerPoint
• Strong interpersonal skills.

PHYSICAL REQUIREMENTS:

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours;

Constant – 6-8 hours

Physical Activity Frequency

Sitting Frequent

Walking Frequent

Climbing stairs Frequent

Standing Occasional

Crouching/Bending/Stooping Frequent

Reaching Frequent

Grasping Constant

Pushing/Pulling Frequent

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smell Occasional

Taste Never

Lifting/carrying (#20 lbs.) Occasional

Travel Rare

OTHER DUTIES:

Assimilate into Trump National Doral Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS:

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

QUALIFICATION STANDARDS:

EDUCATION

High School Diploma or equivalent required. College degree preferred.

EXPERIENCE

Two years with travel industry reservations system and hotel property management systems mandatory.

LICENSES OR CERTIFICATES
None

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines

and/or required articles of clothing will be explained to you as a part of the orientation process.