Reservations Team Lead — Guest Experience & Training

Cote Hospitality Group; Northern (KY); Hybrid; USD 30,000 - 34,000; Full time

Job summary

Cote Family Companies' Reservations Supervisor in Nisswa, MN is responsible for the general supervision of the reservations call center, including training, scheduling and ensuring service standards.

You will oversee booking of room nights, spa appointments, tee times and other activities, while maintaining department standards and guest satisfaction.

This role requires strong communication, attention to detail, and the ability to work flexible hours in a fast-paced environment.

Qualifications

• Strong public speaking skills and exceptional interpersonal and written communication.
• Attention to detail, organization, and analytical skills.
• Ability to work flexible hours and manage time effectively.

Responsibilities

• Supervise reservations employees, setting expectations and maintaining accountability.
• Sell and book room nights, spa appointments, tee times, activities and dinner reservations at Cote Family Destination properties.
• Review historical call volume trends to predict call center patterns year to year.
• Maintain relationships with all departments by communicating often and consistently.
• Assist in training план development and execution to maximize production.
• Ensure guest satisfaction by upholding service standards and procedures.
• Implement policies and procedures aligned with Resort needs.
• Recruit, supervise, train, mentor and evaluate Reservation staff.
• Respond to service recovery issues and manage reservations & rates.
• Support management with special reservations (trades, comps).

Skills

Public speaking

Interpersonal skills

Written communication

Attention to detail

Time management

Flexible hours

Problem solving

Stress management

Job description

Cote Family Companies' Reservations Supervisor in Nisswa, MN is responsible for the general supervision of the reservations call center, including training, scheduling and ensuring service standards.

You will oversee booking of room nights, spa appointments, tee times and other activities, while maintaining department standards and guest satisfaction.

This role requires strong communication, attention to detail, and the ability to work flexible hours in a fast-paced environment.