Central Reservations Supervisor

Schweitzer

Northern (KY)

Hybrid

USD 74,390,000 - 103,320,000

Full time

11 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Schweitzer is seeking a Central Reservations Supervisor to lead the daily operations of the Central Reservations Department, ensuring guest service excellence and maximizing lodging revenue at our resort.

You will supervise reservation agents, coach for upsell, manage schedules, and collaborate with Revenue Management and Sales to implement promotions, while resolving guest issues across phone, email, and chat.

Qualifications

Minimum 2 years in hospitality, reservations, lodging, or call center.
Supervisory or team leadership experience required.
Strong customer service, sales, and conflict-resolution skills.
Excellent verbal and written communication abilities.
Knowledge of PMS/CRS and reservation systems helpful.

Responsibilities

Lead daily operations of Central Reservations and drive revenue goals.
Supervise, coach, and support reservations agents; schedule coverage.
Monitor reservation accuracy, productivity, and service levels.
Collaborate with Revenue Management, Sales, Marketing on promotions.
Resolve guest concerns via phone, email, or chat with professionalism.
Maintain guest profiles, reports, and adherence to policies.

Skills

Leadership

Sales

Customer Service

Team Management

Communication

Multitasking

Hospitality knowledge

Education

Bachelor's degree in Hospitality Management, Business, or related field

Tools

PMS

CRS

Salesforce

Host

RTP

Inntopia

Job description

Year Round POSITION:

The Central Reservations Supervisor is responsible for leading the daily operations of the Central Reservations Department while ensuring exceptional guest service and maximizing lodging and ancillary revenue opportunities. This role supervises reservation agents, oversees reservation accuracy and productivity, supports revenue management initiatives, and serves as the primary escalation point for guest and booking-related concerns. The ideal candidate is a motivated hospitality professional with strong leadership, sales, and customer service skills who thrives in a fast-paced resort environment and is passionate about creating outstanding guest experiences. Pay: $26.50 + Commission

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership & Team Management

Supervise, coach, and support the Central Reservations team.
Assist with recruiting, hiring, onboarding, and training new team members.
Schedule staff to ensure appropriate coverage and service levels.
Conduct regular performance evaluations, coaching sessions, and quality assurance reviews.
Foster a positive and collaborative team culture focused on guest service and revenue generation.
Maintain quality assurance standards and call etiquette.
Lead by example in professionalism, service standards, and sales performance.

Reservations Operations

Oversee daily reservation activities and ensure efficient department operations.
Ensure all reservations are entered accurately and in accordance with company policies and procedures.
Monitor reservation queues, call volume, email inquiries, and response times.
Serve as the primary point of contact for escalated reservation concerns and guest issues.
Maintain accurate guest profiles, reservation records, and department reporting.
Ensure compliance with cancellation policies, deposit procedures, and reservation guidelines.

Revenue Generation & Sales

Drive reservations team performance to achieve conversion, occupancy, and revenue goals.
Coach agents on effective sales techniques, upselling, and cross-selling.
Promote lodging packages, seasonal offerings, dining experiences, activities, lessons, rentals, and other resort products.
Monitor booking trends and provide recommendations to support revenue optimization.
Collaborate with Revenue Management, Sales, Marketing, and Operations teams on promotions and inventory strategies.
Clearly communicate inventory restrictions, promotions, and operational changes.
Track and analyze key sales and performance metrics.

Guest Experience

Deliver exceptional customer service through phone, email, chat, and other communication channels.
Resolve guest concerns professionally and efficiently.
Ensure all guest interactions reflect company values and service standards.
Identify opportunities to enhance the guest journey from inquiry through arrival.
Handle complex guest requests and VIP bookings.

Reporting & Administration

Generate and review operational, sales, and productivity reports to update management.
Attend weekly on-site management meetings
Monitor departmental KPIs and identify areas for improvement.
Maintain knowledge of current resort offerings, policies, pricing, and promotions.
Assist with system audits, inventory management, and special projects as assigned.
Perform any other duty as required by management

QUALIFICATIONS: Required Minimum 2 years of hospitality, reservations, lodging, call center, or related experience. Minimum 1 year of supervisory, lead, or team leadership experience. Strong customer service, sales, and conflict-resolution skills. Excellent verbal and written communication abilities. Strong organizational skills and attention to detail. Ability to multitask in a fast-paced environment. Ability to work flexible schedules, including weekends and holidays. Knowledge of hospitality industry practices and reservation systems. Preferred Experience in a resort, hotel, ski resort, or destination hospitality environment. Experience with Property Management Systems (PMS), Central Reservation Systems (CRS), and CRM platforms such as; Host, RTP, Inntopia, Salesforce. Knowledge of revenue management principles and sales performance metrics. Bachelor's degree in Hospitality Management, Business, or related field.

Key Competencies