Reservations Supervisor

Omni Hotels & Resorts; Región Costa Norte; Presencial; MXN 250.000 - 360.000; Jornada completa

Descripción de la vacante

Omni Hotels & Resorts is opening Omni Pontoque Resort at Punta de Mita, its first luxury property in Mexico. The Reservation Supervisor will lead the Reservations team from pre-opening through ongoing operations, ensuring accurate processing and exceptional guest service.

You will oversee reservations, coach staff, and collaborate with other departments to maximize revenue and guest satisfaction in a premium beachfront setting.

Formación

• Bilingual proficiency in English and Spanish with strong written and spoken communication in both languages.
• Bachelor's degree or diploma in Hospitality Management, Tourism, or related field preferred.

Responsabilidades

• Supervise and oversee daily operations of the Reservations department.
• Process reservation requests, changes, and cancellations via phone or email.
• Identify guest needs and determine appropriate room type and rate availability.
• Explain policies and ensure compliance with Omni service and revenue standards.
• Train, coach, and motivate Reservation Agents; provide guidance and support.

Conocimientos

Bilingual English/Spanish

Reservations supervision

Customer service

Training & coaching

Multitasking

Educación

Hospitality Management degree

Herramientas

Reservations system (PMS)

MS Office

Descripción del empleo

Pontoque Resort at Punta de Mita

Opening in early 2027, Omni Hotels & Resorts has officially broken ground and construction is well underway on Omni Pontoque Resort at Punta de Mita, the brand’s first luxury resort in Mexico. Staying true to the brand’s mission of creating elevated places and spaces that are inspired by a destination, the resort’s exterior and interiors will pay homage to the local culture with a contemporary twist.

Omni Pontoque Resort at Punta de Mita

Opening in early 2027, Omni Hotels & Resorts has officially broken ground and construction is well underway on Omni Pontoque Resort at Punta de Mita, the brand’s first luxury resort in Mexico. Staying true to the brand’s mission of creating elevated places and spaces that are inspired by a destination, the resort’s exterior and interiors will pay homage to the local culture with a contemporary twist. This beachfront resort will feature 244 guest rooms and suites and two 4‑bedroom villas with sweeping views of the Bay of Banderas. Complementing the local area’s many attractions and activities, the resort will offer three original restaurant concepts, a destination spa with 14 treatment rooms, two retail shops, multiple pools including adult‑only and family‑friendly options, a state‑of‑the‑art indoor and outdoor fitness center, and a kids club. Boasting over 27,000 square feet of meeting and event space, the Omni Pontoque will feature a 6,000 square foot ballroom, an open‑air pavilion, multiple event lawns and dedicated meeting rooms, all of which provide breathtaking ocean views.

The Reservation Supervisor is responsible for the supervision and operation of the Reservations department, directly overseeing the Reservation Agents and serving as their first point of contact for guidance, training, and support. This role processes and reviews all reservation requests, changes, and cancellations, ensuring accuracy, consistency, and adherence to Omni service and revenue standards, while helping the team deliver a personalized, elevated guest experience from the resort’s pre‑opening phase onward.

Essential Functions

• Supervise and oversee the daily operation of the Reservations department.
• Process all reservation requests, changes, and cancellations received by phone or email.
• Identify guests’ reservation needs and determine the appropriate room type.
• Verify room type and rate availability before confirming any reservation.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests accurately and efficiently.
• Respond to guest questions regarding property facilities/services and room accommodations.
• Follow sales techniques and strategies to maximize property revenue.
• Enter and access data in the reservations system, ensuring correct fields are completed, including loyalty program enrollment.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by entering the correct code and rate into the reservations system.
• Follow proper escalation procedures when addressing guest concerns.
• Assist management in training, evaluating, coaching, and motivating Reservation Agents, serving as a role model and first point of contact for the Fair Treatment/Open Door Policy process.
• Assign and ensure that work tasks are completed on time and meet quality standards.
• Train and develop associates, providing challenging assignments, ongoing feedback, and development discussions.
• Assist management in establishing and communicating goals, performance expectations, schedules, and deadlines to associates, ensuring they are understood.
• Coordinate tasks and collaborate with other departments to ensure the Reservations department operates efficiently.
• Prepare and review daily reports, ensuring all associates comply with required documentation.
• Recognize associate performance contributions in partnership with management.
• Maintain the confidentiality of proprietary materials and information.
• Support all co‑workers and treat them with dignity and respect.
• Perform other reasonable job duties as requested by management.

Minimum Requirements

• Bilingual in English and Spanish, with strong verbal and written communication skills in both languages.
• Degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• Open availability, including nights, weekends, and holidays.
• Advanced English language proficiency required.
• Minimum of 2 years of relevant reservations or guest service experience.
• Positive attitude and genuine desire to provide attentive, friendly service.
• Computer proficiency required.
• Personnel/team supervision skills.
• Strong multitasking and time‑management skills, with keen attention to detail.
• Ability to work well under pressure in a fast‑paced environment.

Omni Hotels & Resorts Is An Equal Opportunity/AA/Disability/Veteran Employer. The EEO Is The Law Poster Is Available Using The Following Link.

EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages. If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: [e-mail].