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