Reservations & PBX Lead for Luxury Hotel

Lake Nona Wave Hotel; Orlando (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Lake Nona Wave Hotel in Orlando is seeking a Reservations Supervisor to lead the Reservations and PBX teams, ensuring exceptional guest service, accuracy in booking, and revenue opportunities. You will coach agents, monitor performance metrics, and coordinate with Rooms Division to maintain brand standards while handling group bookings and OTA communications.

The role requires hotel operations knowledge, supervisory experience, and flexibility to work evenings, weekends, and holidays in a

Qualifications

• Previous hotel supervisory experience preferred.
• Minimum 2–3 years in hotel leisure/group reservations, front office or call center.
• Working knowledge of HMS, central reservations systems, and PBX operations.
• Forbes/LQA and AAA experience is preferred.
• Revinate and Delphi experience is a plus.
• Strong organizational and time management skills.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Flexible to work evenings, weekends and holidays.

Responsibilities

• Act as a main resource for reservation agents and PBX agents needing assistance.
• Review systems to ensure accurate room reservation handling and monitoring of phone calls.
• Audit call quality to align with Forbes, LQA, and brand standards.
• Monitor Revinate performance metrics and call conversion trends.
• Assist the Call Center Manager with departmental training and refreshers.
• Handle group reservations, room blocks, and inventory updates.
• Process Travel Agent Commission as directed by Call Center Manager.
• Relay rate parity issues to Call Center Manager.
• Collaborate with Housekeeping, F&B, Welcome Desk and Guest Relations.

Skills

Hotel supervision

Reservations experience

PBX operations

HMS/central reservations

Forbes/LQA/AAA familiarity

Revinate knowledge

Delphi experience

Organizational skills

Microsoft Office

Evenings/weekends flexibility

Tools

HMS

PBX systems

Revinate

Synxis

Delphi

Job description

Lake Nona Wave Hotel in Orlando is seeking a Reservations Supervisor to lead the Reservations and PBX teams, ensuring exceptional guest service, accuracy in booking, and revenue opportunities. You will coach agents, monitor performance metrics, and coordinate with Rooms Division to maintain brand standards while handling group bookings and OTA communications.

The role requires hotel operations knowledge, supervisory experience, and flexibility to work evenings, weekends, and holidays in a