Reservations Supervisor

Position Summary

The reservations Supervisor maintains standards and is able to function as both Reservations Specialist and Guest Services Agent. Provides information, serve as a liaison and administrative support for the PBX Operators and Reservation Specialists and other Hotel departments. Provide a pleasant first impression for the guests, while understanding their room reservation needs. Builds rapport and sells the "Biltmore Experience" by providing recommendations and information requested for both ( but not limited to ) Catering and Sales Departments. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP'S).

Responsibilities

• Complement work conducted by (but not limited to) Sales, Catering, Marketing and Executive Offices to the Reservations Department for any projects regarding room accommodations.
• Assist group/wedding planners with rooming lists and reservation requests/ inquiries
• Any potential leads uncovered for either Sales and/or Catering be emailed to the respective departments for appropriate distribution.
• Train new Reservations and Guest Service agents in respective roles. Assist in training Front Desk Agents per the FOS Manager. Coordinate interdepartmental training between other departments for Reservations/Guest Services. Coordinate Reservation Agent's NAVIS certification's with NAVIS University.
• Assist in the daily operations of Guest Services should there be short staff. Must be flexible to cover staff shortages, even at short notice, at the approval of the Reservations Manager.
• Coordinate Holiday Party reservations and payment for (but not limited to) Catering and Membership.
• Technical knowledge and ability to troubleshoot technical complications with NAVIS and Biltmore Systems Department.
• Plan and create both Reservations and Guest Services employee shift schedules.
• Process all reservations and guest requests for rooms reserved via the Biltmore ORS. Complete all wholesaler reservations during the off hours of the In-House reservations department.
• Process amenities for room-service in regards to requests for all room reservations per promotion and interdepartmental requests.
• Coordinate third party fiscal authorizations for accommodations with Reservations, Front Office and Accounting; not limited to other departments. Assist any department in maintaining third party authorizers for terms of payment.
• Complete and maintain work per standard Reservation Specialist.
• Assist Reservations/Guest Services Manager with any and all other non-listed requests

Requirements

Experience and Education Required

• Education

High School Diploma required

• Experience:

Minimum two years' experience in supervisory position. Previous luxury hotel experience preferred.

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using sound judgment.
• Follow directions thoroughly.
• Understand guest's service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests' needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust

Success Criteria (Continued)

• Time Management
• Makes decisions in a timely manner
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Licenses or Certifications

• NAVIS Certification
• LHW Revenue Management Course completion preferred

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.