Reservation Call Center Supervisor

Rosen Hotels & Resorts; Orlando (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Affordable Health Insurance

On-site Medical Center

401(k) Retirement Savings Plan

Holiday Pay

Birthday Pay

Paid Vacation and Personal Days

Job summary

Rosen Hotels & Resorts in Orlando seeks a Reservations Call Center Supervisor to lead a team of up to 20 agents and ensure exceptional guest service before arrival. This role requires strong communication, multitasking and problem-solving in a fast-paced environment.

The supervisor will recruit, train, and coach staff, collaborate with multiple hotel departments, and ensure accuracy in reservation entries and reporting. A 1-year certificate and MS Office skills are essential.

Qualifications

• 1+ years of reservations experience required.
• Strong communication and customer service skills.
• Proficiency with Microsoft Office Suite (Excel, Outlook, Word).

Responsibilities

• Supervise up to 20 reservations agents.
• Assist management with hiring, training, planning and directing work.
• Enter guest reservations accurately with complete detail.
• Provide accurate information on availability, rates, and amenities.
• Communicate with management and other departments.
• Ensure daily checklists are completed and reports processed.

Skills

Supervisory experience

Customer service

Communication

Multitasking

Microsoft Office proficiency

Education

1-year certificate from college or technical school

Tools

Microsoft Office

Job description

Reservation Call Center Supervisor - 6714

Operations Building | Reservations | Full Time

Posted 5 days ago | Apply before September 30, 2026

Description

Summary

The Reservations Call Center Supervisor is responsible for providing outstanding guest service for the guest before their stay while also ensuring the agents do the same. The Supervisor needs to lead by example. The realm of responsibilities will extend beyond that of a typical reservation agent. The Supervisor will need to expand their skill sets and work in a fast-paced environment with new challenges daily. The Supervisor must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests and internal customers. They must have the ability to multitask, be detail-oriented, and be able to problem-solve in order to effectively deal with internal and external customers. Individuals must possess strong communication and listening skills, strong computer proficiency, and a strong ability to work together and build relationships.

Responsibilities

• Responsible for supervising up to 20 reservations agents at one time.
• Assist management with hiring, training employees, planning, assigning and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and resolving problems.
• Entering guest reservations into the system accurately with complete detail.
• Thorough knowledge of Rosen Hotels and Resorts policies and procedures.
• Provide accurate information regarding availability, accommodation types, hotel amenities, rates, and area information.
• Accurately enter in reservations sent via fax and e-mail.
• Correspond with Group Housing Coordinators to help with special requests.
• Assist managers in making sure that the daily checklists are complete.
• Communicate information to management and other various hotel departments.
• Ensure all reservations reports are printed and processed.
• Assign duties and examine work for exactness, neatness, and conformance to policies.
• Provide excellent service to internal and external associates, guests, and vendors.
• Become the second set of eyes for management.
• Uphold the company's drug-free, tobacco-free, and nicotine-free policies within the workplace.
• All other duties as assigned.

Experience/Qualifications:

• 1+ years of related reservations experience is required.
• Previous Supervisory experience is preferred.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• High level of accuracy, organization, and attention to detail.
• Strong communication and customer service skills.
• Ability to lift up to 25 lbs. consistently and 50 lbs. infrequently.
• Must be able to legally work in the USA.

Education and Certification(s)/License(s):

• 1-year certificate from college or technical school, or equivalent combination of education and experience.

Discover Life at Rosen:

Your career is here in our diverse and friendly workplace, where your individuality and ideas are valued. Our company, with more than 3,000 associates, thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits Our Associates Enjoy:

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• And much more

We are proud to be an equal-opportunity employer and a drug- and nicotine-free workforce.