Reservations Supervisor

Mr. C Coconut Grove is looking to hire a Reservations Supervisorto lead our team of engineers and ensure we provide excellent customer service.

This position has a competitive wage, depending on experience. All eligible full-time regular employees are also offered great benefits, including medical, dental, vision, a 401 (k) retirement savings plan, holiday pay, vacation time, paid time off (PTO), parking, and meals. If this sounds like the right opportunity for you to dive deeper into the hospitality industry, consider applying to join our exceptional team today!

WHO WE ARE?

From the fourth generation hospitality leaders, brothers Ignazio and Maggio Cipriani, comes Mr. C Miami Coconut Grove. An oasis within bustling South Florida surrounded by breathtaking views of Biscayne Bay and the Coconut Grove skyline. Designed by the world-renowned architecture firm Arquitectonica, the hotel’s interior features a nautical motif by Martin Brudnizki Design Studio. A total of 100 guestrooms and suites with private outdoor terraces, a new Italian dining concept with indoor and outdoor seating and its rooftop Bellini Restaurant and Bar provide guests with attentive European service, complimented by luxury accommodations and amenities.

YOUR ROLE AS RESERVATIONS SUPERVISOR

The Reservations Manager is an integral part of our continued success and will be responsible for managing or creating revenue throughout the hotel by effectively managing the guest booking experience. The position is fast-paced and requires self-motivation to succeed. The Reservations Manager is responsible for maintaining standards and practices in the reservations process to efficiently handle call volumes, protect the hotel's profitability as it relates to enforcing reservation policies, evaluating inquiries, and providing excellent customer service to guest requests.

Four critical areas for success will include proven accomplishments in leadership (including communication verbal and written), luxury rooms sales, financial/analytical skills, and a sales-driven mentality.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Recruit, select, train, and coach team
• Successful candidate must be a motivated salesperson and be able to develop those skills in the team
• Mentor and develop skills within the team to enable them to grow within their role and within the company
• Manage the Reservations team to meet and exceed budgeted target
• Create an environment that empowers team members to deliver a top-notch guest experience
• Displays leadership in guest hospitality, exemplifies customer service, and creates a positive example for guest relations
• Interacts with guests to obtain feedback on product quality and service levels
• Meets with guests during pre- and post-convention meetings to obtain feedback on the quality of the product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract, and overall satisfaction
• Work with Sales & Marketing to execute the hotel's strategic sales plan in regard to occupancy, rates, and yield, including eCommerce initiatives
• Monitor productivity within the team to gain a clear understanding of the business and communicate needs and trends with the leadership team
• Working closely with the Revenue team, understand the competitive marketplace through data analysis trends and build a strategic approach to manage those trends
• Daily reporting of revenue variances required with the analytical skills to understand segmentation variances
• Sells hotel business in the interest of maximizing guest rooms and food and beverage revenue
• Communicate effectively with team members at various levels within the organization in both verbal and written form
• Deliver a consistent approach to team member accountability, ensuring the constant delivery of excellent guest service
• Passion for being innovative and ability to quickly adapt to changing environments/demands
• Competent and efficient in using various hotel IT systems on daily basis.
• Experience with Opera, Sabre Reservations (Synixis), Duetto, OTA booking channels, and extranets are preferred but not required
  
  

REQUIREMENTS AND SKILLS:

• Previous experience leading a Reservations Team in a competitive market
• Previous experience with memberships Leading Hotels of the World, American Express, Virtuoso Travel agencies
• A passion for inspiring others through coaching and development
• Excellent organizational skills with a high level of accuracy
• Excellent communication skills and ability to build effective long-term relationships
• Collaborative approach with the ability to assist other operational areas of the hotel when needed
• Strategic planner
• Analytical approach to work
• Extensive experience with customer service
• 2 years of Hotel Reservations experience preferred
  
  

Grooming: All Employees must maintain a neat, clean, and well-groomed appearance per Mr. C’s standards.

INTENT AND FUNCTION OF JOB DESCRIPTIONS:

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to perform the role successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by Supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an “at-will” employer.

READY TO JOIN OUR TEAM?

We understand your time is valuable, and that is why we have a very quick and easy application process. If you feel that you would be suitable for this job, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

Equal Employment Opportunity

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