Supervisor, Call Center & Reservations

• Ensures the efficient and personalized quality of service rendered by the Call Center & Reservations Team during shift and the service delivery of those areas
• Supervises the Reservations Team, including scheduling, training, coaching, and conducting performance reviews to ensure consistent excellence
• Maintains all elements of the reservations system to ensure information is accurate and up to date
• Strives to exceed guest expectations by fostering a culture of courteous, professional, and proactive service
• Oversees the handling of all special requests, ensuring they are managed efficiently and promptly
• Monitors room rates and availability, communicating any rate restrictions or changes in room status as needed
• Supports the Hotel Sales team across all distribution channels, including retail and wholesale travel agents, OTAs, and group sales leads
• Manages and facilitates all VIP bookings and special arrangements to ensure a seamless guest experience
• Ensures that all e-mail and booking inquiries are responded to promptly and professionally
• Maintains open, positive communication with team members and external partners to ensure smooth operations
• Keeps the immediate CCR Manager informed of any concerns, challenges, or significant issues in a timely manner
• Performs all duties efficiently and in alignment with the hotel's performance objectives and service quality standards
• Coordinates property maintenance requests, ensuring timely follow-up and resolution
• Works closely with the Engineering Department and telecommunications contractors to ensure all call center and reservations equipment are properly maintained according to supplier standards
• Builds and maintains a cooperative and harmonious working environment among team members
• Collaborates with the Front Desk, Guest Services, and other departments to ensure exceptional guest satisfaction and a seamless overall experience

Requirements

• A degree or certification in hospitality, communications, or related field is preferred
• Proven supervisory experience in a customer service role, preferably in a hospitality or restaurant environment
• Good command of both written and spoken English. Knowledge of another foreign language is an advantage