Chula Vista Resort · 19 hours ago
PM Reservation Supervisor
Chula Vista Resort - Wisconsin Dells, WI 53965
Full-time
Onsite
Entry, Mid Level
1+ years expChula Vista Resort is seeking a PM Reservations Supervisor responsible for overseeing both Reservations and Front Desk departments. The role involves ensuring that all agents create a positive impression for guests and includes responsibilities such as auditing reservations, managing staff, and maintaining customer satisfaction.
Hospitality
Responsibilities
Perform all requisite job duties of both Front Desk and Reservations Agent positions to an exemplary level
Become a systems and subject matter expert in both Front Desk and Reservations departments. This includes, but is not limited to, attaining fluency in current PMS, POS, CMMS, and guest engagement platforms
Create the highest customer satisfaction possible by insuring prompt, friendly, quality, and knowledgeable service when speaking and providing services to our guests
Working with Reservations and Front Desk Managers to develop and coordinate the training, hiring and operational strategies for the reservations and front desk areas and to achieve the areas stated goals and objectives
Audit all reservations taken on your shift
Audit daily arrivals ensuring express check-in envelopes are completed, room requests are met and virtual CCs have been processed (as applicable). Verify early check-in/late checkout list is accurate and confirm with housekeeping
Follow budgetary and staffing guidelines to ensure goals are met. Cut staff as necessary to maintain optimal efficiency. Add staff at the discretion of management. No staffing changes should come at the expense of superior customer service
Become adept and empowered at handling customer complaints and criticisms and sincerely work to address issues to the guest’s satisfaction within company guidelines
Maintain a well-groomed, professional appearance appropriate for the position and the situation
Conduct all dealings on behalf of this company and in their personal lives with the highest ethical standards and moral integrity
Safeguard and protect all company assets in his or her care
Drive guest first philosophy as outlined by CVR executive team and ownership. Strive to lead by example. Work side by side with new and senior employees on a daily basis to ensure SOPs and established practices are consistently followed. (10-5 rule, etc.)
Assist in development and implementation of training programs based on CVR service commitment and brand standards. Incorporate Wyndham tools available in Wyndham Community. Make sure all new staff is given extensive and ongoing training. Review with the trainers constantly to help ensure they are keeping to the guidelines and that new hires are adapting well
Assist department leadership in the completion of annual performance evaluations of guest services staff
Assist with tax exempt processing and filing as outlined by departmental SOPs and ensure compliance with relevant state statutes
Ensure compliance with established SOPs related to credit card authorization form verification, processing and filing
Assist in collection on delinquent accounts, managing COBD report, recommendations for write-off
Qualification
Required
High School Diploma
1 years experience working in related field, or management experience
The ability to work with other people effectively and with other staff positions is important
Must be detail oriented
Must be able to train and motivate others while clearly defining objectives
Must be able to think creatively regarding the needs of the resort to solve problems or seize opportunities as they occur
The knowledge of training methods and procedures and the ability to implement them is essential
Must always express a good attitude toward the job as well as the customers
Must always be polite, engaged, and motivated to act with the guest's best interests in mind
Must be able to lift 25 lbs with or without reasonable accommodations
Must have full use of eyes and ears, full power of speech
Must be able to do routine math calculations
Must have the ability to help with budgets and interpret financial operating statements
Must be able to communicate in English, both verbally and in writing, well enough to give instructions, relay information, and carry on effective interchange with customers, vendors, and company staff
Preferred
Bachelors Degree in Hospitality
1 years experience plus a Bachelors Degree in Hospitality
Company
Chula Vista Resort
With over 200,000 square feet of waterparks, a world-class spa, one of America's top 10 chophouses, an 18-hole golf course, impressive meeting facilities and more, we offer a year-round destination at Chula Vista Resort.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase