FT Hospitality Reservations Agent Supervisor, Luxury Lifestyle Call Center - SLS

From our dazzling location in the heart of Miami, we offer both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater. We have an exciting job opportunity to join our Luxury and Lifestyle team as a Hospitality Reservations Agent Supervisor. JOIN THE ENNISMORE FAMILY TODAY!

Job Purpose:

Under the general guidance of the Call Center Manager, the Reservations Agent Supervisor is responsible for Luxury and Lifestyle reservations, overseeing Data Specialists and Reservations Agents, and assisting the Manager & Director of Call Center Operations.

Duties & Functions:

• Understanding the how to process travel agent commissions.
• Processing of group request as well as blocking reservations.
• Monitor numbers of occupancy and average rate.
• Processing of the company hotels, restaurants and nightlife reservation requests.
• Liaison between sales manager and operational managers.
• Training all new hires and keeps agents up-to-date.
• Be able to hold team accountable to the KTN & LQA quality standards.
  Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
•  Know the layout of the hotels including all room types, suites and meeting rooms.
•  Have a complete working knowledge of the reservation functions in the hotel.
• Be aware at all times of the selling status of the hotels.
•  Have a complete knowledge of our special rates and packages and know which benefits are included in each.
•  Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional style.
• Balance shift audit and run necessary reports daily.
•  Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
• Be aware of and adhere to the rules and regulation of the hotel and the Reservations department.
• Participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Assist with inputting weekend third party reservations such as internet and wholesale
• Perform other duties as requested.
• We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of the company are met.
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), ADP, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.

• Complete other duties as assigned by the Department Head.

• Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
• Ensure compliance with the company’s policies and procedures

OTHER DUTIES

Assimilate into the company’s culture through understanding, supporting and participating in all the company elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your manager.

Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Good communication skills.
• Hospitality degree preferred.
• Customer service oriented.
• Previous reservation experience.
• Computer skills.
• Flexible schedule.
• Multi-lingual preferred but not required.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with potential guests by phone.
• Must be able to pull and lift packages at least 25 pounds of force.
• Must be able to move inside the office to make copies and send faxes.
• Must be able to reach and handle the computer, keys, paper and items on the top of the desk.
• Must have depth perception and balance, for overall performance and be able to work with computers.

All your information will be kept confidential according to EEO guidelines.