Day Guest Reservations Supervisor (Full Time)

City of Lincoln

Pacific Grove (CA)

On-site

USD 37,000 - 51,000

Full time

11 days ago

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Benefits offered by this job

Health benefits

401(k) with company match

Employee dining

Employee golf privileges

Discounts at restaurants & spa

Career growth opportunities

Lunch provided

Job summary

Pebble Beach Company is seeking a Day Guest Reservations Supervisor in Pacific Grove, CA. You will lead a luxury call center team, coach agents, and drive high-end reservations sales while delivering exceptional Pebble Beach experiences.

You will monitor performance, train staff, and align on-floor activities with revenue goals, ensuring peak-period coverage and strong guest satisfaction. This role requires leadership in a luxury hospitality environment.

Qualifications

High school diploma or equivalent required.
1-2 years supervisory call center experience preferred.
Strong customer service and communication skills in a luxury hospitality setting.

Responsibilities

Lead a team of call center agents to maximize sales.
Be available on the floor to coach and assist agents and oversee daily operations.
Understand reservations sales and customer journey to optimize revenue.

Skills

Luxury call center

Customer service

Coaching & mentoring

MS Office

Attention to detail

Communication skills

Time management

Data entry

Team leadership

Problem solving

Education

High school diploma or equivalent

Tools

Excel

Word

Outlook

Job description

Location 2136 Sunset Dr,Pacific Grove, CA, 93950,United States
Job Category Corporate, Reservations

The Day Guest Reservations Supervisor is responsible for leading a team of Day Guest Resort Agents and maximizing their sales to high-end luxury travelers. Supervisors are sales pro’s, who can deliver high quality reservations sales and customer service training and support and are excited to coach and mentor agents and share their expertise.

Company Background:

PebbleBeach Company, ("PBC" or "The Company")headquarteredin Pebble Beach, California, owns andoperatesthe world-famous PebbleBeachResorts, including The Lodge at Pebble Beach, The Inn at Spanish Bay, and Casa Palmero. The Company alsooperatesfive renowned golf courses: Pebble Beach Golf Links,homeof the 2027 U.S. Open,Spyglass Hill Golf Course,The Links at Spanish Bay, Del Monte Golf Course, andthe Tiger Woods designed short course,The Hay.

Its other famed properties include scenic 17-Mile Drive, The Spa at PebbleBeach,Forbes Five-Star certified since 2014,Pebble Beach Golf Academy & Practice Facility, and a diverse offering of culinary and retail experiences. PBC annually hosts premier events such as the Pebble Beach Concoursd’Elegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational, Pebble Beach Food & Wine and PURE Insurance Championship.

Manage a team of call center agents.
Be available to positively affect the entirety of the team's operations.
Manage by walking around. Be available and visible to answer questions. The supervisor is responsible for "on-the-floor" activities and must be available to assist agents while they are "on-the-floor".
Understand the reservations sales and negotiation processes and the customer buying journey to maximize revenue and make sound business decisions.
Take calls during peak times, periods of high call volumes and as needed. Effectively sell world-class itineraries to luxury travelers that includes golf and dining.
Make sure your staff recognizes that you can do their jobs, too.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate and other Key Performance Indicators (KPI’s.)
Motivate and encourage agents through regular "SMART" communication and feedback.
Truly understand what your call center agents are facing.

Collaborate with fellow Supervisors to:

Create a cohesive strategy for managing daily duties, phone coverage, and guest recovery.
Administer training programs for new hires and existing staff.
Work with management on refining and scheduling appropriate training sessions.
Develop and maintain training documents that support call center operations.
Schedule residual training, departmental meetings, sales training, and computer training to foster growth.

Team Coaching & Mentoring:

Schedule regular coaching and mentoring sessions to identify key areas for improvement.
Meet at least once each week with your team. At a minimum, review the following topics:
Review the past week's events, including statistics, results and industry news.
Disseminate new product information to the agents.
Discuss a sales theme or point-of-interest topic for the agents.
Present commendations and awards.
Communicate company information.
Answer questions and comments.
Provide agents with a glimpse of future weeks.

Agent Coaching & Call Scoring:

Audit calls and analyze agent KPI’s to identify coaching opportunities and maximize sales.
Perform at least one monitoring evaluation with each agent every two weeks.
Spend 30 minutes to one hour monitoring each agent on your team.
Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.
At the conclusion, copy the checklist and put it in the agent's file.
Give the original checklist to the agent.
At the conclusion of each week present the Assistant Reservations Manager a breakdown of the past weeks monitoring checklists and a written performance summary of your team including "what they're doing well, and what they need to improve."
Present to the Assistant Reservations Manager at end of each week a breakdown of the next weeks monitoring assignments and a plan for the team.
Other duties assigned by the Reservations Manager or Assistant Manager.

Absolutely Required Skills:

Ability to work in a luxury-oriented, high-volume call center.
Strong customer service skills, providing the Pebble Beach experience to every customer, every time.
Willingness to help others achieve performance goals through regular mentorship.
Ability to work in Microsoft Windows applications (i.e. Excel, Word and Outlook).
Accurate work with attention to detail.
Positive attitude and empathy for others.
Use critical thinking and creativity to solve problems.
Excellent verbal and written communication skills.
Ability to perform data entry in various computer systems.
Good organizational and time management skills.
High school diploma or equivalent experience required.

Desired Skills:

1-2 years of supervisory experience.
Some college preferred.
Knowledge of reservation systems preferred.
1-2 years of hotel/resort experience, preferably in reservations/sales.

Why work for Pebble Beach Company:

Competitive Pay: $32.00/hour.
Enjoy world-class health and wellness benefits. For Full Time employees, comprehensive medical, dental, vision, and life insurance is available. In addition, our Health & Wellness Center provides employees with unlimited access to a physician and medical team to tend to you and your family's health needs free of cost.
Prepare for your future. You will be eligible to participate in our 401(K) retirement program. Pebble Beach Company will match $.75 for every $1 you contribute to your 401(k), up to 6% of eligible compensation. In addition, the company will contribute an amount to your 401K each quarter based on your hours worked, along with a discretionary contribution at the end of each fiscal year.
We encourage YOU to be our guest . You will receive discounts at all Pebble Beach restaurants, retail shops, and our Forbes Five Star Spa. In addition, Hotel discounts are also available during select seasons.
Play our world-famous golf courses! Enjoy our Employee Golf Privileges including Employee Tee Times, Tournaments, and Company Club.
Grow your career with Pebble Beach. We provide opportunities for ongoing learning and development, as well as promotions and transfers to advance your career.
Lunch is on us. Enjoy a complimentary meal during your shift in our Employee Dining Room.