Reservations Supervisor (FT)

Grand Traverse Resort; Michigan; On-site; USD 42,000 - 62,000; Full time

Job summary

Grand Traverse Resort in Michigan seeks an Reservations Supervisor to coordinate data and lead the Reservations Department to deliver accurate, guest‑focused service. You will supervise staff, manage daily activities, and drive revenue through effective yield management and strategic reservations planning.

Responsibilities include coaching the team, updating rates in the PMS, handling peak periods, and ensuring consistent customer interactions.

Qualifications

• Degree in hospitality or equivalent experience.
• Minimum of 2 years of supervisory or management experience.
• Experience with yield management and revenue optimization preferred.
• Proficiency in Property Management Systems (LMS or equivalent), Microsoft Word, and Excel.
• Must be able to pass a background investigation and drug screen.

Responsibilities

• Supervise the daily workload of the Reservations team, focusing on guest service, accuracy, and department performance.
• Monitor daily call volume, reservation tick sheets, and manage online/third‑party reservations, rates, and availability.
• Ensure all guest confirmations, internet inquiries, and special requests are handled promptly and professionally.
• Assist in building, updating, and managing rates and packages within the property management system.
• Train, coach, and monitor staff on up‑selling techniques and closing sales to enhance resort revenue.
• Train new hires and assist in updating training manuals and departmental procedures.
• Review all reservations from the previous day for accuracy and follow up as needed.
• Assist in supervising staff during peak periods and foster a positive team environment.
• Maintain open lines of communication with supervisors and ensure departmental goals are met.
• Assist in developing new ideas for lines of revenue and weekly specials/discounts.

Skills

Staff training

Yield management

Team leadership

Data analysis

Guest service excellence

Education

Bachelor’s degree in hospitality or equivalent

Tools

Property Management System (PMS) LMS or equivalent

Microsoft Word

Excel

Job description

SUMMARY

As a Reservations Supervisor, you will coordinate statistical data and supervise the Reservation Department team to ensure efficient, accurate, and guest-focused reservation operations. This role is responsible for leading staff, managing daily departmental activities, and maximizing resort revenue through effective yield management and reservation strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise the daily workload of the Reservations team, with a focus on guest service, accuracy, and department performance
• Monitor daily call volume, reservation tick sheets, and manage online/third-party reservations, rates, and availability
• Ensure all guest confirmations, internet inquiries, and special requests are handled promptly and professionally
• Assist in the building, updating, and management of rates and packages within the property management system
• Train, coach, and monitor staff on up-selling techniques and closing sales to enhance resort revenue
• Train new hires and assist in updating and maintaining training manuals and departmental procedures
• Review all reservations made on the previous day for accuracy and follow up as needed
• Assist in supervising staff when needed and foster a positive, team-oriented work environment
• Maintain open lines of communication with supervisors and ensure departmental goals are met
• Assist in developing new ideas for lines of revenue
• Maintain and track specials, packages, and discount rates on a weekly basis
• Assist on the phones and support the team during peak periods
• Adhere to proper grooming and dress standards as outlined in the Employee Handbook
• Ensure all procedures are compliant with resort environmental practices and policies

EDUCATION/EXPERIENCE

• Degree in hospitality or equivalent experience in the industry
• Minimum of 2 years of supervisory or management experience
• Demonstrated experience in staff training and development
• Experience with yield management and revenue optimization practices preferred
• Proficiency in Property Management Systems (LMS or equivalent), Microsoft Word, and Excel
• Must be able to pass a background investigation and drug screen as a condition of employment

OTHER SKILLS AND ABILITIES

• Excellent oral and written communication skills
• Demonstrates enthusiasm, professionalism, and a positive attitude
• Strong attention to detail and accuracy
• Ability to motivate and lead a team, set expectations, and foster teamwork
• Effective time management and organizational skills
• Ability to analyze data and implement improvement strategies
• Handles high-stress situations with professionalism and focus
• Ability to handle confidential information with discretion

SUPERVISORY RESPONSIBILITIES

• Ensure team members are trained and maintain current knowledge of departmental procedures and resort policies
• Administer policies and procedures fairly and consistently among all employees
• Create a motivating environment, set and communicate job expectations, and provide feedback and coaching
• Lead by example, displaying readiness to respond positively to instructions and procedures
• Listen to and resolve employee concerns in a timely and effective manner
• Ensure work is completed accurately, efficiently, and in compliance with resort standards and guest expectations

TYPICAL PHYSICAL & MENTAL DEMANDS

• Frequently required to sit for extended periods, use hands to finger, handle, or feel, and talk or hear
• Occasionally required to stand, walk, reach with hands and arms, climb, balance, stoop, kneel, crouch, or crawl
• Must be able to occasionally lift and/or move up to 40lbs
• Ability to comprehend and follow instructions, perform assigned tasks, and meet strict deadlines
• Perform effectively under high-stress or high-volume periods
• Ability to maintain focus and professionalism when handling multiple tasks or priorities

WORKING CONDITIONS

• Office environment with moderate noise levels
• Hours and days may vary, including evenings, weekends, and holidays based on business needs
• Must be flexible and able to adapt to changing work schedules as required
• Employee parking proximity to resort entrance varies season to season due to business volume