Posted June 2, 2021

Reservations Supervisor

Summary of Position:

The Reservations Supervisor is responsible for training and leading the reservation team to ensure reservations are processed efficiently and accurately.

Essential Functions:

  • Perform all initial training for staff, including regular monitoring and coaching 
  • Oversee information sharing/training and update our communication white board
  • Oversee QAC graded calls for Sales Agents and assist as back up
  • Coordinate Pre-Arrival Guest Packages
  • Continuously monitor the incoming reservations for our California Properties
  • Answer a high-volume of incoming calls for multiple properties while consistently following our call quality standards and maintaining a score of 91% or higher on monthly coaching calls
  • Overcome guest objections and assist associates with higher lever guest resolution
  • Enter/Update and confirm daily wholesale & interfaced reservations
  • Use the Property Management System to accurately note details regarding hotel guests, specifically their special needs and requests to ensure a smooth registration upon arrival at the front desk
  • Enforce resort and office policies
  • Manage and distribute the reservations in-box, GDS/Wholesale reservations for multiple properties
  • On weekends, supervise activities, including responding to guest e-mails, manage the office, distribute group reservation rooming list/forms, and act as front-desk liaison
  • Assist with reservation reports and audits
  • Assist in managing and clearing wait lists
  • Achieve monthly conversion (sales), on a team basis, of 60% or higher
  • Assist with motivational games and incentive to increase efficiencies for the team
  • And any other tasks assigned by the Reservations Manager and/or the Director of Reservations


Education: High School Diploma or graduation equivalent

Experience: Prior Customer Service experience

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

  • Ability to maintain consistency, diplomacy and tact in difficult or challenging situations
  • Ability to make independent decisions
  • Ability to type 35 wpm
  • Ability to format and write business letters, reports, and summaries using proper grammar, spelling, diction, and style.
  • Ability to make quick and efficient decisions to benefit the team and guest.
  • Ability to memorize and perform Grand Expectations and Mystery shopper standards

Personal Characteristics:

  • Behaves ethically
  • Organized: Maintain a neat, organized workspace, maintaining important documents pertinent to reservation requests
  • Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effective reading and writing skills, using the English language
  • Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)
Logo for Arizona Grand Resort & Spa

Arizona Grand Resort & Spa

8000 South Arizona Grand Parkway

Phoenix, AZ 85044

Telephone (602) 438-9000