Reservations Supervisor: Elevate Guest Experience & Revenue

Lake Nona Wave Hotel; Orlando (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Lake Nona Wave Hotel seeks a Reservations Supervisor to oversee daily operations of Reservations and PBX teams. You will lead guest-service excellence, coach staff, and drive revenue through accurate reservations processing, group bookings, and collaboration with Rooms Division.

Reports to Call Center Manager and coordinates with multiple departments to maintain Forbes/LQA/AAA standards and high guest satisfaction in a fast-paced luxury environment.

Qualifications

• 2–3 years of hotel leisure/group reservations, front office or call center experience.
• Experience with hotel reservations systems and managing guest bookings.
• Familiarity with Forbes/LQA and AAA standards is preferred.

Responsibilities

• Act as a main resource for reservation agents and PBX agents to achieve guest satisfaction.
• Knowledge of rooms, rates, promotions, and hotel services; communicate shifts and escalations.
• Monitor reservation processing and phone call handling; ensure accuracy and revenue opportunities.
• Audit call quality to ensure alignment with brand standards; support training and refreshers.
• Monitor Revinate metrics and provide coaching opportunities; communicate trends to management.
• Collaborate with Housekeeping, F&B, Welcome Desk, and Guest Relations to resolve inquiries.
• Handle group reservations, room blocks, and inventory updates per director guidance.
• Process travel agent commissions and manage no-shows/cancellations with OTAs.

Skills

Hotel supervision

Reservations experience

PBX operations

Forbes/LQA/AAA knowledge

MS Office

Tools

HMS PMS

Revinate

Synxis

Delphi

Job description

Lake Nona Wave Hotel seeks a Reservations Supervisor to oversee daily operations of Reservations and PBX teams. You will lead guest-service excellence, coach staff, and drive revenue through accurate reservations processing, group bookings, and collaboration with Rooms Division.

Reports to Call Center Manager and coordinates with multiple departments to maintain Forbes/LQA/AAA standards and high guest satisfaction in a fast-paced luxury environment.