Reservations Supervisor responsibilities will include the representation of Wild Dunes Resort to our guests and our prospective guests over the phone, while assisting and aiding Reservations Sales Associates with questions, concerns, and reservations strategies.
The Reservations Supervisor will help make sure office duties are completed in a timely manner, and communicate with the Reservations Manager and DORO on a daily basis to help maximize guest service and revenue throughout the resort.
Other responsibilities include: Staffing, training, scheduling, standard office tasks such as running daily reports, answering questions & concerns amongst the RSAs, and most importantly, stimulating the pre-arrival expectations of our guests.
The Reservations Sales Supervisor shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!
Essential job FUNCTIONS:
The Reservations Supervisor is responsible for performing the job duties of a Reservations Sales Agent, which includes answering phones, internet inquiries, inputting internet reservations, and auditing online bookings on a daily basis.
Supervise and lead all Reservations Sales Associates by maintaining continued education of the RSA team, helping to address guest concerns, and communicating appropriately to encourage proper agent development.
Assist in developing need and up-sell incentives to stimulate healthy sales agent competition and fill need periods.
Help to manage call volume, monitor call abandonment, and track agent calls using Call Center Management.
Aid in producing the weekly Reservations Schedule.
Help to maintain full staffing levels – pre-screen phone interviews and assist in interviewing & hiring.
Responsible for completing certain Call Statistics Reports.
Serve as a liaison between Room Division Departments, most specifically Owner Relations & Front Desk.
Perform all functions of a Reservations Sales Agent when needed.
Ensure that all department daily duties are completed on time.
Most importantly, represent the Reservations Manager & Director of Reservations in their absence and serve as weekend supervisor and contact person.
eXPERIENCE & eDUCATION:
Bachelor degree or one years of experience in Reservations, Revenue, Group Sales, and/or Guest Services
Must be a United States citizen or possess a valid work permit
Must have excellent phone etiquette
Must be able to read, write and speak English
Must have strong computer skills
Must have strong working knowledge of Microsoft Office programs
Must be able to work well under pressure
Must be able to accurately follow instructions, both verbally and written
Must be highly detailed orientated
Must be able to work in a fast paced environment
Must have excellent listening skills
Must possesses excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Employees who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Must be able to sit for long periods of time
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently.
Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis.
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, fog, heat).
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, fog, heat).
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by this employee.
He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.