Reservations Supervisor at Rancho Valencia Resort & Spa – Rancho Santa Fe, California

JOB DESCRIPTION

Position Title: Reservation Supervisor Location: Rancho Santa Fe

Department: Reservations FLSA Status: Non-exempt

Reports To: Reservations Manager Revised Date: January 2015

SUMMARY

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.

ESSENTIAL FUNCTIONS

1. Accommodate guest’s special requests/needs, make notes in the reservation and clearly communicate to supporting departments

2. Provides complete follow through on all communication methods in a timely manner

3. Check daily arrivals to ensure all necessary billing instructions and special services are applied to reservations

4. Manage waitlist

5. Monitors and maintain Reservations email, fax and in-box on an hourly basis

6. Follows all Shop Criteria and Sales Technique protocol

7. Sets a positive example of guest relations and reservation calls

8. Handles guest complains effectively. Resolves all customers complaints in a diplomatic and professional manner, utilizing available resources to reach a mutually beneficial solution

9. Assists in maintaining a quiet work environment so that no unpleasant background noise can be heard by callers

10. Monitors agents while on phone calls

11. Provides feedback to agents based on observation and service behaviors

12. Assist in maintaining Reservation Training Sheets and all pertinent reservation information

13. Process and approve internal reservations such as R&C Employee, Wine Dinners and Friends & Family requests

14. Manage Gift Certificate Weekend Tracker and maintain a weekly audit

15. Oversee the monthly reconciliation of Inspirato folios

16. Run monthly travel agent commission reports, proof of eligibility for commission and process payments through the WPS System

17. Execute and communicate new departmental policies

18. Assist in monitoring and maintaining resort availability and rates through Synxis GDS System

19. Attend Marketing, Yield and Manager Meeting as needed

20. Create and distribute the weekly 10 Day Forecast Report

21. Maintain accuracy and functionality of confirmation letters through LMG Data

22. Assist in the management of hotel’s booking engine, extranets and GDS systems

23. Run Daily Reservations Booked Report and Forbes Tracker on a daily basis

24. Assist Groups Rooms Coordinator as needed

25. Run Pace Report and 30/60/90 in Reservation Managers absence

26. Perform other duties as directed, developed or assigned

27. Participates in and supports hotel efforts towards community, sustainability and environmental initiatives

28. Perform other duties as directed, developed or assigned

QUALIFICATIONS

Required

1. Ability to communicate in English with guests, staff and vendors to their understanding

2. Prior Reservations experience in a 4 -5 diamond Hotel

3. Working intermediate to advanced knowledge of Microsoft Office Systems

4. Must be able to work weekends, holidays and AM/PM shifts

Desirable

1. Resort Suite experience

2. Synxis GDS experience

3. Higher education degree in Hospitality Management

SKILLS

Required

1. Must be detailed, organized and a strong communicator

2. When on a call with a guest must be able to ask probing questions, actively listen, and position the hotel accordingly

3. Must be able to ask for the sale and counter if there is resistance

4. Typing speed of at least 40 words per minute

5. Self motivator

Desirable

1. Previous experience in Guest Services

2. Previous Group Sales experience

TRAVEL REQUIRMENTS

1. None

PHYSICAL DEMANDS

1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.

2. Constant need to perform the following physical activities: grasping, turning, finger dexterity.

3. Frequent need to sit for long periods of time.

4. Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.

5. Frequent need to view small print

6. Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Employee Signature Date