Hotel Reservations Supervisor

Sugar Bowl; California; Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

401k plan after 1,000 hours

Paid sick time

Employee Assistance Program (EAP)

Professional development opportunities

Free ski and tubing passes for staff

Free ski passes for dependents

50% off food at our restaurants

Free group ski and snowboard lessons

Employee discounted lift tickets for a

Lift ticket discounts at multiple ski

Hotel discounts

Employee ski reciprocal programs

Job summary

Sugar Bowl Resort in California is seeking a Hotel Reservations Supervisor to lead the front desk team, ensuring accurate, warm, and professional phone inquiries and reservations.

The role focuses on coaching agents, overseeing daily reservations flow, processing deposits, and resolving guest concerns to maximize room revenue while maintaining a polished, welcoming image.

Qualifications

• Previous hotel reservations or front desk supervisory experience.
• Excellent verbal and written English with strong telephone etiquette.
• Strong customer service and leadership abilities.
• Familiarity with property management systems.

Responsibilities

• Lead, coach, and support the reservations team, helping agents grow their skills and confidence on the phones.
• Oversee the day-to-day flow of the reservations desk, including scheduling coverage and peak call times.
• Answer telephones and make reservations for hotel rooms, property rentals, dining, and ski school.
• Process deposits and cancellations, and manage guest correspondence.
• Handle escalated guest complaints and resolve concerns with sound judgment.
• Generate and review reports to help track team performance and reservations accuracy.
• Give guests clear, welcoming information about the resort or hotel layout.
• Explain hotel and property rental policies to guests in a friendly, easy-to-understand way.
• Assist front desk staff, housekeeping, and other departments as needed.
• Help maintain clean, welcoming common areas.
• Be ready to jump in and support other departments whenever the team needs an extra hand.

Skills

Hotel reservations experience

Team leadership

Phone etiquette

Customer service excellence

English fluency

Tools

PMS knowledge

Reservations software

Job description

Ready to lead the voice of Sugar Bowl Resort? We're seeking a confident, guest-focused Hotel Reservations Supervisor to guide our front desk team in handling every telephone inquiry and reservation with accuracy, warmth, and professionalism. You'll be the steady, encouraging hand behind the scenes - coaching agents, keeping the phones running smoothly, and promoting our hotel services to help maximize room revenue - all while maintaining the kind of polished, welcoming image that keeps people coming back. You'll identify and respond to guest needs with genuine sensitivity and promptness, and lead your team to do the same, ensuring complete satisfaction for every guest who calls.

Why Sugar Bowl?

Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to “sunny California” since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts alike.

Who You Are

• Previous hotel reservations or front desk experience, with prior supervisory or lead experience preferred
• A natural team leader who's just as comfortable coaching others as jumping in to help during busy moments
• Fluent in reading, writing, and speaking English
• Comfortable making arithmetic computations, including calculating discounts, interest, and percentages
• Quick to understand and interpret written and verbal direction, including safety rules and operating instructions
• A great speaking voice paired with excellent telephone etiquette
• A track record of excellent customer service
• Knowledge of the surrounding area, so you can speak to it confidently with guests and your team
• Previous property management system (PMS) and hotel experience is a plus
• Self-motivated, with strong follow-through working independently
• Comfortable writing clear, organized reports
• Confident communicating tasks, discrepancies, or guest concerns to your manager and coworkers

What You’ll do

• Lead, coach, and support the reservations team, helping agents grow their skills and confidence on the phones
• Oversee the day-to-day flow of the reservations desk, including scheduling coverage and stepping in during peak call volumes
• Answer telephones and make reservations for hotel rooms, property rentals, dining, and ski school
• Process deposits and cancellations, and manage guest correspondence
• Handle escalated guest complaints and resolve concerns with sound judgment
• Generate and review reports to help track team performance and reservations accuracy
• Give guests clear, welcoming information about the resort or hotel layout
• Explain hotel and property rental policies to guests in a friendly, easy-to-understand way
• Assist front desk staff, housekeeping, and other departments as needed
• Help maintain clean, welcoming common areas
• Be ready to jump in and support other departments whenever the team needs an extra hand

Physical Requirements

• Comfortable standing, sitting, and moving around the reservations desk for extended periods during a shift
• Capable of lifting and/or moving 20-50 pounds, including snow shoveling as needed
• Manual dexterity for extended computer, phone, and PMS use
• Comfortable working in cold, winter weather conditions when assisting with outdoor tasks
• Sufficient visual and auditory acuity to accurately process reservations and communicate with guests and team members

Winter Benefits

• Employer sponsored 401k plan after 1,000 worked hours and one (1) year of service
• Paid sick time
• Employee Assistance Program (EAP)
• Professional development opportunities
• Free ski and tubing passes for employees
• Free ski passes for dependents
• 50% off food at our restaurants
• Free group ski and snowboard lessons for employees
• Employee discounted lift tickets for family and friends
• Lift ticket discounts at multiple resorts including 24 Mountain Collective destinations
• Hotel discounts
• Employee ski reciprocal programs