Reservations Supervisor and Owner Liaison

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 & Owner Liaison Supervisor is responsible for overseeing the daily operations of the Reservations Department while serving as the primary liaison for condominium and villa owners participating in the Abbey Resort rental program. This working supervisory role provides leadership, coaching, and operational support to the Reservations team while ensuring exceptional guest service, reservation accuracy, and owner satisfaction. The position works closely with the Director of Front Office and other resort departments to support revenue goals, owner communications and support, and the overall guest experience.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

• High school graduate or equivalent.
• Two years reservations experience preferred.
• Knowledge of basic computer programs.
• One-year supervisory experience in reservations or front desk preferred.
• Must have the ability to maintain confidentiality and exercise sound judgment when handling owner information
• 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 lift supplies, packages, etc.
• Able to perform several tasks simultaneously
• Must be able to proofread

ESSENTIAL FUNCTIONS:

• Assist the Director of Front Office, Director of Rooms, General Manager as needed.
• Assists Reservations Team with reservations reports and produces the reports based on business needs. 
• Upsell the property to future and past guests by making reservations daily.
• Monitor booking patterns and call volume to assist in proper staffing.
• Maintain knowledge of resort amenities, promotions, packages, and special events
• Support cross-functional communication with Front Office, Sales, Accounting, Housekeeping, and Revenue Management.
• Shift coverage in the event of staff absence.
• Coach, mentor, and train Reservations Agents
• Resolve reservation discrepancies involving guests and third party booking partners
• Check Reservations booked for accuracy.
• Cancellations are processed and charged appropriately if applicable.
• Make certain that all daily functions are executed.
• Assist with input on all employee reviews.
• Be able to explain the rental program to current owners.
• Maintain information on the owner’s website and set new owners up with id’s and passwords.
• Transcribe the meeting recordings and agendas.
• Keep record of written minutes from all board meetings.
• Serve as the primary point of contact for owners that have units on the rental program and possible new rental unit owners
• Making of all Owner reservations
• Tracking owner stays to ensure that they are complying with the condo declaration and not over the allotted amount of stays.
• Maintain confidential owner information with discretion

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.

• Provide support to the Front Desk or Bell/Valet/Transportation.

ENVIRONMENT: Indoor shared office setting with a desk, file cabinets, computers, telephones and with brightly lit fluorescent overhead lights. Comfortable ventilation with little circulation of air.

We are an Equal Opportunity Employer

M/F/D/V