Reservations / Rapid Response Supervisor

Horseshoe Bay Resort; Horseshoe Bay (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Weekly meal subsidies

Retail and dining discounts

Medical, Dental, and Vision Insurance

Job summary

Horseshoe Bay Resort seeks a Reservations / Rapid Response Supervisor in Horseshoe Bay, Texas. The role entails overseeing daily reservation operations, focusing on associate training and guest satisfaction. Responsibilities include supervising a team of 8-10 associates, monitoring call quality, and ensuring effective communication of resort offerings. The ideal candidate should have experience with property management systems and demonstrate excellent leadership skills. Benefits include medical coverage, vacation days, and meal subsidies.

Qualifications

• Perform basic calculations including percentages and discounts.
• Experience with reservation and property management systems.
• Ability to train and support associates effectively.

Responsibilities

• Supervise daily operations of the Reservations and Rapid Response team.
• Train, coach, and support associates on guest service standards.
• Book accommodations and advanced activity reservations.

Skills

Customer service

Team leadership

Communication

Property management systems

Education

High School Diploma

Bachelor's Degree (Preferred)

Job description

Job Title

Reservations / Rapid Response Supervisor

Department

Reservation Sales / Rapid Response

Supervises

8–10 Reservation Sales Associates

Job Summary

The Reservations / Rapid Response Supervisor oversees day‑to‑day reservation operations with a focus on associate training, guest satisfaction, and operational efficiency. This role ensures the reservations team is knowledgeable about all resort offerings and effectively guides guests to products and services that meet their needs. The Supervisor monitors productivity, call handling, and in‑house guest requests in alignment with the goals and direction of the Director of Reservation Sales.

Essential Duties And Responsibilities

• Supervise daily operations of the Reservations and Rapid Response team
• Train, coach, and support associates on guest service standards and product knowledge
• Monitor call quality, productivity, and service levels
• Accurately communicate rates, packages, and resort offerings within approved guidelines to protect revenue
• Answer all incoming inquiries and reservation requests
• Book accommodations and advanced activity reservations, including golf, spa, marina, dining, kids’ club, and tennis
• Handle in‑house guest calls and dispatch requests to appropriate resort departments
• Respond to accounting‑related inquiries and create service tickets as needed
• Maintain current knowledge of resort amenities, hours of operation, and product updates; communicate changes to the team
• Ensure associates complete required familiarization activities for resort offerings
• Conduct one‑on‑one coaching and sales training; review performance and identify improvement opportunities
• Complete required documentation, correspondence, and reporting
• Maintain a clean, organized, and professional work environment
• Represent Horseshoe Bay Resort professionally with guests, members, associates, and leadership
• Assist with additional duties or projects as business needs require

Employment Standards

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education And Experience

• High school diploma or equivalent required
• College coursework, technical certificate, or related training preferred
• Three to six months of related experience or an equivalent combination of education and experience

Language Skills

• Ability to read and interpret business correspondence, procedures, and operational guidelines
• Ability to write routine reports and correspondence
• Ability to communicate effectively with guests, associates, and management

Mathematical Skills

• Ability to perform basic calculations including percentages, discounts, and commissions
• Ability to understand and work within departmental budget guidelines

Reasoning Ability

• Ability to solve practical problems in a fast‑paced environment
• Ability to interpret written, verbal, and schedule‑based instructions

Physical Demands

• Ability to sit, stand, walk, and use hands for computer and telephone work
• Occasional stooping, kneeling, or reaching
• Ability to lift and move up to 25 pounds

Work Environment

• Moderate noise level
• Occasional exposure to outdoor weather conditions
• Standard office and resort operating environment

Benefits & Perks

Available to All Eligible Associates

• Weekly meal subsidies
• Retail and dining discounts at Horseshoe Bay Resort
• Discounts at all Crescent Hotels & Resorts properties
• Limited access to select resort amenities (based on occupancy and business levels)

Full‑Time Benefits Include

• Medical, Dental, and Vision Insurance
• Paid vacation and holidays
• 401(k) plan with employer match
• Short‑ and long‑term disability coverage
• Critical illness and accident insurance
• Associate Relief Fund

Qualifications

Experience using property management and reservation systems, communicating rates and packages accurately, supporting revenue goals, and coordinating guest requests with multiple resort departments such as golf, spa, dining, and accounting.

Education

• Bachelors (Preferred)
• Associates (Preferred)
• Some college (Preferred)
• High School (Required)

Experience

• Required experience using property management and reservation systems, communicating rates and packages accurately, supporting revenue goals, and coordinating guest requests with multiple resort departments such as golf, spa, dining, and accounting.
• Required experience leading, training, and coaching reservation or hospitality teams; conducting one‑on‑one performance reviews; monitoring productivity and call quality; and improving sales and service behaviors through ongoing training.
• Required experience supervising reservation or call center operations, including handling high call volumes, booking accommodations and resort activities, managing in‑house guest requests, and ensuring consistent, high‑quality guest service.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.