Description

Summary

The Reservations Supervisor assists the Director of Reservations in supervising the Central Reservations Department at Carmel Valley Ranch. While this role is based out of Carmel Valley Ranch, it also supports Alila Ventana Big Sur and Alila Napa Valley. Must be customer service oriented, handle all telephone inquiries and reservations accurately and efficiently by answering the telephones courteously, promptly, and professionally while promoting CVR and individual property services and ensuring maximum room revenues. Assist in training and developing reservations staff with call auditing, coaching and feedback as needed.

Essential Job Functions:
• Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Adhere to Forbes Standards including Forbes Five Star Service.
• Adhere to the principles of the In-gauge Upsell program.
• Enter guest reservations into the computer system quickly and accurately segmenting reservations into the appropriate category.
• Perform operational and administrative duties associated with the Global Contact Center.
• Maintain a working knowledge of the sales and front office areas.
• Process reservations as guest requests. When canceling a reservation with deposit, complete an advance deposit refund requisition.
• Report rate resistance and all problems to Director of Revenue.
• Communicate services and amenities of the hotel to guests.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Maintain complete knowledge at all times of:

1. all hotel features/services, hours of operation.

b. all room types, numbers, layout, décor, appointments and location.

c. all room rates, special packages and promotions.

1. daily house count and expected arrivals/departures.
2. room availability status for any given day.
3. scheduled daily group activities.

• Manage weekend requests.
• Assist Director of Reservations with weekly departmental meetings.
• Manage daily checklist to ensure tasks are being done efficiently and assign tasks when needed.
• Ensure courteous, professional guest service by reservations staff consistent with company's service standards.
• Manage inboxes for each property to ensure emails are answered in a timely manner and accurate responses have been shared by agents. All emails should be responded to in a 24-hour timeframe.

Qualifications

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodations.

Wage Range of $25.00 to $28.00 per hour

Essential:

1. Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to there understanding.

2. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

3. High school graduate.

4. Previous hotel experience.

5. Punctuality and regular and reliable attendance.

6. Interpersonal skills and the ability to work well with colleagues and guests.

Desirable:

1. One to two years' previous hotel reservations experience.

2. Computer knowledge in Windows environment and previous experience with automated property management system, Opera v5, Revinate and Reserve.

Essential Physical Abilities:
• Endure various physical movements throughout the work areas, such as reaching, bending and stooping.
• Remain in stationary position for a maximum eight hours (excluding meal and rest breaks) throughout work shift.
• Repetitive hand motion (typing) for extended periods of time.