Reservations Supervisor: Lead Guest Experience & Revenue

TMR Operations, LLC; Napa (CA); On-site; USD 34,000 - 43,000; Full time

Job summary

Pacific Hospitality Group is seeking a Reservations Leader to supervise the Reservations and Guest Relations Center, providing guidance, coaching, and development for staff. You will oversee accurate reservations, VIP handling, and coordination with Sales and Events, while maintaining security and high service standards.

This role emphasizes leadership during absences, handling escalated guest concerns, and ensuring policy adherence.

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.
• Review group blocks, rooming lists, pickup reports, reservation changes, and final rooming-list reconciliations.
• Monitor group cutoff dates, contracted rates, room availability, and reservation deadlines.
• Assist with balancing group inventory and identifying potential oversell or room-type concerns.
• Review group resumes and ensure VIPs, special accommodations, billing instructions, and pre-arrival requests are reflected accurately in reservations.
• Coordinate with Sales and Event Managers regarding group changes, rooming-list discrepancies, and client requests.
• Assist with VIP reservations, room assignments, amenities, upgrades, and special occasions.
• Review and resolve reservation concerns, billing discrepancies, duplicate reservations, cancellations, no-shows, and early departures.
• Process and review credit-card authorization forms, advance deposits, and payment information in accordance with resort policies and security standards.
• Ensure guarantee, deposit, cancellation, no-show, and early-departure policies are communicated and applied correctly.
• Monitor room rates, packages, promotions, restrictions, and booking channels for accuracy.
• Support revenue-generating opportunities by identifying upgrades, extended stays, and additional resort experiences.
• Assist with resolving escalated guest and client concerns in a professional and timely manner.
• Prepare and distribute departmental reports, group pickup reports, pass-ons, and operational updates.
• Maintain clear communication with the Front Office regarding arrivals, VIPs, group requirements, special requests, and last-minute changes.
• Support weekend and after-hours operational coverage when required.
• Assist the Reservations Manager with departmental procedures, quality standards, performance expectations, and process improvements.
• Serve as the department leader in the Reservations Manager’s absence.
• Maintain the confidentiality and security of guest, company, and payment information.
• Perform additional duties as assigned.

Job description

Pacific Hospitality Group is seeking a Reservations Leader to supervise the Reservations and Guest Relations Center, providing guidance, coaching, and development for staff. You will oversee accurate reservations, VIP handling, and coordination with Sales and Events, while maintaining security and high service standards.

This role emphasizes leadership during absences, handling escalated guest concerns, and ensuring policy adherence.