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TowneBank · 3 months ago

Reservations/Guest Services Supervisor- Oak Island Accommodations

Oak Island, North Carolina, United States

Full-time

Onsite

Mid, Senior Level

3+ years exp

TowneBank is seeking a Reservations/Guest Services Supervisor for their Oak Island accommodations. The role involves training and supervising Guest Services Agents, managing reservations performance, and ensuring excellent guest service through effective communication and problem-solving.

Banking

Responsibilities

Train, coach, and supervise all Guest Services Agents

Assign daily duties and schedules, ensuring optimal staffing

Provide ongoing coaching and performance feedback through scheduled 1:1s and team meetings

Manage reservations performance as a team and individually by utilizing Track Pulse, a lead management program that tracks performance integrating with Ring Central, OIA’s phone system

Oversee Track Pulse incentive bonus program

Oversee Guest Web and ensure payments are made and contracts are signed

Oversee all reservation activities in Track

Ensure that reservations booked have correct reservation type and commission rates

Assists with answering phones and booking reservations

Manage guest complaints with professionalism to find a reasonable solution for their issue/complaint

Assists with upset guests to find a reasonable solution

Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely manner

Coordinate with other departments (housekeeping, maintenance, laundry, etc.) on guest-reported issues

Utilize reporting tools to track revenue, booking volume, cancellations, and call metrics

Train new employees with all software systems including reservation software, email, websites, guest live chat, phone system, keyless entry and property readiness systems

Oversee the travel insurance incentive program

Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA)

Other duties as assigned

Qualification

Hospitality experienceStaff managementHospitality software proficiencyCustomer service focusLeadership skillsTeam-building skillsMicrosoft products proficiencyVacation rental experienceOrganizational skillsCommunication skills