JOB SUMMARY: As an Abbey Resort associate, you will have the opportunity to be part of an incredible team at in all service resort situated on the beautiful shores of Geneva Lake. We aim to hire individuals who are ready and committed to exceed the expectation of every guest by genuinely creating lasting memories, maintaining a positive attitude and by providing outstanding service every time. 

BASIC FUNCTION: The Reservations Supervisor ensures that the Reservations Department is promoting quality and service to the guest as well as efficiency and professionalism.  Reservation Supervisor will also assist in supervising Reservations Agents and Group Rooms Coordinator. They must also be knowledgeable on providing accurate information to our guests on room packages, special promotions at the resort, and special events going on during their stay.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

• High school graduate or equivalent.
• One-year reservations experience preferred.
• Knowledge of basic computer programs.
• One-year supervisory experience in reservations or front desk preferred.
• Must be able to organize time effectively and work flexible and extended hours if necessary
• Must have basic mathematical skills for simple calculations
• Must be able to work with minimal supervision
• Able to sit for extended periods of time, able to life supplies, packages, etc.
• Able to perform several tasks simultaneously
• Must be able to proofread

ESSENTIAL FUNCTIONS:

• Assist Reservations Manager
• Receive and connect calls into the hotel quickly and correctly
• Observe the hotel rules and policies concerning telephone calls, reservations, and credit usage
• Place calls and give information as requested. Aid guests with inquiries, requests, and complaints
• Upsell the property to future and past guests by making reservations daily
• Train all new Reservations employees in SMS, continuing training as necessary
• Assist with input on employee reviews
• Shift coverage in the event of staff absence
• Possess knowledge of the hotel layout, facilities, and special services offered
• Possess knowledge, at all times, of the various rates and package plans
• Ensure accuracy of reservations booked.
• Troubleshoot all Travel Agency disputes
• Possess knowledge of the different reports that are useful to the reservations department
• Ensure work area is kept clean an orderly
• Correctly use our call scripting
• Communicate with Housekeeping and Front Desk on all pertinent information

MARGINAL FUNCTIONS:

• Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Perform other tasks and duties as assigned
• Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime or reduced hours
• Become familiar with Group Rooms functions so questions can be answered when Group Rooms Coordinator or Manager is not present
• Supervise all employees and exercise decision making when Manager is not present

Rectify Housekeeping and Engineering charges