Reservations Supervisor: Lead Guest Experience

Pacific Hospitality Group; Napa (CA); On-site; USD 36,000 - 41,000; Full time

Job summary

Pacific Hospitality Group in Napa, CA seeks a Reservations and Guest Relations Supervisor to lead daily operations of the Reservations and Guest Relations Center, oversee staff, and ensure accurate, timely responses to inquiries and bookings.

You will coach and onboard team members, monitor calls and emails, secure VIP experiences, and collaborate with Sales and Events to meet group needs while maintaining security and policy compliance.

Qualifications

• Experience supervising Reservations/GRC teams or similar.
• Strong coaching and onboarding skills.
• Excellent communication and customer service.
• Attention to detail in bookings and payment data.

Responsibilities

• Supervise the daily activities and workflow of the Reservations and Guest Relations Center teams.
• Provide leadership, coaching, and support to Reservations Agents and Guest Relations Center team members.
• Assist with onboarding, training, and ongoing development of departmental employees.
• Monitor telephone calls, emails, leads, and reservation requests to ensure timely and professional responses.
• Ensure reservations are entered accurately, including dates, rates, packages, room types, guest information, payment details, routing instructions, and special requests.

Skills

Leadership

Staff coaching

Onboarding

Customer service

Reservation systems

Job description

Pacific Hospitality Group in Napa, CA seeks a Reservations and Guest Relations Supervisor to lead daily operations of the Reservations and Guest Relations Center, oversee staff, and ensure accurate, timely responses to inquiries and bookings.

You will coach and onboard team members, monitor calls and emails, secure VIP experiences, and collaborate with Sales and Events to meet group needs while maintaining security and policy compliance.