Pier Sixty-Six
South Florida’s beacon of hospitality, Pier Sixty‑Six Resort is reopening in late 2024 on a lush 32‑acre waterfront enclave. The resort will feature 325 guest rooms, suites and villas, an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa and a waterfront promenade with retail and dining.
The resort aims to create a caring culture for its team with state‑of‑the‑art facilities, a first‑class employee dining room and a focus on welfare and wellbeing.
Reservations Supervisor
is essential to support the Reservation Sales office and Call Center.
Responsibilities
Complete and ongoing training of all team; support daily reservation sales agents by monitoring and evaluating shop calls.
Perform Navis (Revinate) coaching call sessions with Reservation Sales Agents.
Lead by example and hold the team accountable for outbound call and booking goals.
Work closely with the front desk to ensure special guest requests are handled appropriately.
Take reservation sales calls and make reservations efficiently and customer focused; achieve high level guest service and call quality scores of 90% or better.
Assist reservation sales agents with problem resolution and ensure corrective action exceeds expectations.
Monitor recreation sales agent completion of daily tasks and process all electronic marketing reservations efficiently.
Interface with the Director of Revenue Strategy and Reservation Manager to communicate yield strategy changes.
Monitor and respond to guest emails, manage the internal guest waitlist, and communicate accurate reservations statistics.
Ensure service levels and abandonment ratios at standard (5% or less).
Develop and promote monthly reservation sales agent incentives; incentives based on performance improvement and sales goals.
Ensure accuracy of all reservation details entered into Infor HMS; interface with Accounting on billing and commission issues.
Participate in the interview process for all reservation sales agents before hiring.
Oversee scheduling to handle incoming call volume and meet budget guidelines.
Participate in weekly revenue meetings and represent department in absence of Reservations Manager.
Assist Reservations Manager with planning and execution of monthly department meetings.
Achieve a monthly conversion (sales) of 40% or higher.
Set the department standard with impeccable attendance practices.
Willingness to work flexible hours, including evenings, weekends, and holidays, as required.
Professional appearance is required.
Other duties as assigned.
Qualifications
Previous supervisory experience required, preferably in hospitality or a call‑center environment.
Previous hospitality or related experience preferred (travel, tourism, airlines).
Experience with Salesforce/Delphi.FDC is a plus.
People person—must possess a professional, positive presentation and strong motivation to provide exceptional customer service.
Ability to thrive and succeed in a fast‑paced, demanding work environment.
Ability to use office equipment efficiently and effectively.
Strong organizational and computer skills, including proficiency with Microsoft Office.
Ability to read and comprehend instructions and create correspondence and memos.
Team‑player who accepts assignments from multiple individuals.
Willingness to work flexible hours, including evenings, weekends, and holidays.
Typing speed of at least 35 w.p.m.
Benefits
Group medical, dental, vision, life and disability benefits.
Participation in a pre‑tax flexible benefit plan for healthcare and dependent care reimbursement.
Employee assistance program.
Paid time off/sick time.
401(k) plan with company match.
Complimentary team member meals.
Complimentary room nights at CoralTree Hospitality managed properties.
Job Details
Seniority Level: Mid‑Senior level
Employment Type: Full‑time
Job Function: Management
Industry: Hospitality
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The resort aims to create a caring culture for its team with state‑of‑the‑art facilities, a first‑class employee dining room and a focus on welfare and wellbeing.
Reservations Supervisor
is essential to support the Reservation Sales office and Call Center.
Responsibilities
Complete and ongoing training of all team; support daily reservation sales agents by monitoring and evaluating shop calls.
Perform Navis (Revinate) coaching call sessions with Reservation Sales Agents.
Lead by example and hold the team accountable for outbound call and booking goals.
Work closely with the front desk to ensure special guest requests are handled appropriately.
Take reservation sales calls and make reservations efficiently and customer focused; achieve high level guest service and call quality scores of 90% or better.
Assist reservation sales agents with problem resolution and ensure corrective action exceeds expectations.
Monitor recreation sales agent completion of daily tasks and process all electronic marketing reservations efficiently.
Interface with the Director of Revenue Strategy and Reservation Manager to communicate yield strategy changes.
Monitor and respond to guest emails, manage the internal guest waitlist, and communicate accurate reservations statistics.
Ensure service levels and abandonment ratios at standard (5% or less).
Develop and promote monthly reservation sales agent incentives; incentives based on performance improvement and sales goals.
Ensure accuracy of all reservation details entered into Infor HMS; interface with Accounting on billing and commission issues.
Participate in the interview process for all reservation sales agents before hiring.
Oversee scheduling to handle incoming call volume and meet budget guidelines.
Participate in weekly revenue meetings and represent department in absence of Reservations Manager.
Assist Reservations Manager with planning and execution of monthly department meetings.
Achieve a monthly conversion (sales) of 40% or higher.
Set the department standard with impeccable attendance practices.
Willingness to work flexible hours, including evenings, weekends, and holidays, as required.
Professional appearance is required.
Other duties as assigned.
Qualifications
Previous supervisory experience required, preferably in hospitality or a call‑center environment.
Previous hospitality or related experience preferred (travel, tourism, airlines).
Experience with Salesforce/Delphi.FDC is a plus.
People person—must possess a professional, positive presentation and strong motivation to provide exceptional customer service.
Ability to thrive and succeed in a fast‑paced, demanding work environment.
Ability to use office equipment efficiently and effectively.
Strong organizational and computer skills, including proficiency with Microsoft Office.
Ability to read and comprehend instructions and create correspondence and memos.
Team‑player who accepts assignments from multiple individuals.
Willingness to work flexible hours, including evenings, weekends, and holidays.
Typing speed of at least 35 w.p.m.
Benefits
Group medical, dental, vision, life and disability benefits.
Participation in a pre‑tax flexible benefit plan for healthcare and dependent care reimbursement.
Employee assistance program.
Paid time off/sick time.
401(k) plan with company match.
Complimentary team member meals.
Complimentary room nights at CoralTree Hospitality managed properties.
Job Details
Seniority Level: Mid‑Senior level
Employment Type: Full‑time
Job Function: Management
Industry: Hospitality
#J-18808-Ljbffr