Reservations Supervisor: Guest Experience & Revenue Growth

TPG Hotels and Resorts; Mount Pleasant (SC); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Employee discount

Job summary

TPG Hotels and Resorts in Mount Pleasant, SC is seeking a Reservations Supervisor to lead front desk operations, monitor agent performance, and ensure exceptional guest experiences from inquiry through post-stay follow-up.

Responsibilities include managing reservations, promoting rate plans and packages, and coordinating with departments to fulfill guest needs while upholding standards and revenue goals.

Qualifications

• Two years of hotel reservations experience.
• One year of supervisory experience.
• Excellent oral and written communication skills.
• Ability to handle stressful situations professionally.
• Sales experience in hospitality preferred.

Responsibilities

• Assisting with monitoring agent production and activity.
• Maintain and improve the guest experience BEFORE they arrive and AFTER they have booked.
• Answer phones and follow a routine script to gain and qualify the guests needs, ensuring proper information is received, special requests are noted and accurate information is established
• Follow set procedures on booking specific rate plans, packages and note guests special needs and/or requests to ensure their experience is flawless
• Maintain reservation arrivals and room inventory for availability
• Promote and sell special hotel programs, special rate packages, and upgrades when appropriate
• Answer the telephone in a professional manner and assist guests with any questions, sale of the outlets, and directions to the property etc.,
• Maintain Reservations email for written requests/needs and bookings
• Enter and maintain group blocks, information and inventory
• Maintain an up-to-date working knowledge of all resort amenities as well as any special events
• Interact with resort staff in a professional manner, assisting other departments with necessary information on guests' arrivals and requests/special needs
• Be knowledgeable of all emergency procedures and Resort policies
• Communicate all pertinent information to the Director of Revenue/Reservations, Front Desk Managers, Director of Rooms and Sales Department as necessary
• Champion programs that train and develop the team as it relates to policies and procedures
• Cultivate an atmosphere of continuous learning
• Foster and grow working relationships with other departments
• Maintain and improve the quality of information given to guests via the phone or email

Skills

Communication skills

Sales experience

Customer service

Multi-tasking

Education

High school diploma or equivalent

Job description

TPG Hotels and Resorts in Mount Pleasant, SC is seeking a Reservations Supervisor to lead front desk operations, monitor agent performance, and ensure exceptional guest experiences from inquiry through post-stay follow-up.

Responsibilities include managing reservations, promoting rate plans and packages, and coordinating with departments to fulfill guest needs while upholding standards and revenue goals.