Reservations & PBX Team Lead

Lake Nona Wave Hotel; Orlando (FL); On-site; USD 42,000 - 58,000; Full time

Job summary

Lake Nona Wave Hotel is seeking a Reservations Supervisor to oversee daily operations of Reservations and PBX teams, delivering exceptional guest service and revenue generation. You will coach agents, monitor performance metrics, and ensure accurate reservation processing while aligning with Forbes, LQA, and AAA standards.

Reporting to the Call Center Manager, you will collaborate with Rooms Division leaders to optimize guest experience and efficiency across channels and OTAs.

Qualifications

• Experience in hotel supervision preferred.
• 2–3 years in leisure/group reservations, front office or call center.
• Knowledge of HMS, central reservations systems and PBX operations.
• Forbes/LQA and AAA experience preferred.
• Revinate and Delphi experience a plus.
• Ability to thrive in a fast-paced, demanding work environment.
• Strong organizational and time-management skills.
• Proficient with Microsoft Office (Excel, Word, Outlook).
• Able to analyze reports and monitor performance metrics for revenue goals.
• Able to work evenings, weekends and holidays.

Responsibilities

• Act as a main resource for reservation agents and PBX agents needing assistance.
• Ensure knowledge of rooms, rates, promotions, and services; communicate shifts information.
• Review systems to ensure accurate reservation handling and monitor calls.
• Maintain Forbes/LQA/AAA standards across interactions.
• Assist with departmental training and refreshers.
• Audit call quality to ensure alignment with service standards.
• Monitor Revinate metrics and coaching trends for revenue optimization.
• Collaborate with Housekeeping, F&B, Welcome Desk, and Guest Relations.

Skills

Hotel supervision

Reservations experience

Organizational skills

Time management

Analytical thinking

Microsoft Office

Flexibility (evenings/weekends/hols)

Tools

HMS

Central reservations systems

PBX operations

Revinate

Delphi

Job description

Lake Nona Wave Hotel is seeking a Reservations Supervisor to oversee daily operations of Reservations and PBX teams, delivering exceptional guest service and revenue generation. You will coach agents, monitor performance metrics, and ensure accurate reservation processing while aligning with Forbes, LQA, and AAA standards.

Reporting to the Call Center Manager, you will collaborate with Rooms Division leaders to optimize guest experience and efficiency across channels and OTAs.