TowneBank
Reservations/Guest Services Supervisor
TowneBank, Oak Island, North Carolina, United States, 28465
Reservations/Guest Services Supervisor- Oak Island Accommodations
Job Category : Bldg Services
Requisition Number : GUEST007507
Apply now
Posted : September 23, 2025
Full-Time
Locations Showing 1 location
NC6-8901 E Oak Island Dr 8901 E Oak Island Dr Oak Island, NC 28465, USA
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
Minimum Required Skills & Competencies:
Proven experience in hospitality, guest services, or reservations
3+ years’ experience managing staff in excess of 5 people.
Highly organized and self-motivated.
Strong leadership and team-building skills
Customer focused mindset with a commitment to the guests
Proficiency with Track, Breezeway, Pulse, and related hospitality software
Proficiency with Microsoft products including Windows, Excel, Word, and Outlook
Ability to work weekends and holidays to support business needs
Desired Skills & Competencies:
Vacation rental experience preferred
Physical Requirements:
Express or exchange ideas by means of the spoken word via email or verbally
Exert up to 50 pounds of force occasionally. Use your arms and legs, and sit most of the time
Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
Not subject to external environmental conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities
#LI-DNI
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr
Requisition Number : GUEST007507
Apply now
Posted : September 23, 2025
Full-Time
Locations Showing 1 location
NC6-8901 E Oak Island Dr 8901 E Oak Island Dr Oak Island, NC 28465, USA
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
Minimum Required Skills & Competencies:
Proven experience in hospitality, guest services, or reservations
3+ years’ experience managing staff in excess of 5 people.
Highly organized and self-motivated.
Strong leadership and team-building skills
Customer focused mindset with a commitment to the guests
Proficiency with Track, Breezeway, Pulse, and related hospitality software
Proficiency with Microsoft products including Windows, Excel, Word, and Outlook
Ability to work weekends and holidays to support business needs
Desired Skills & Competencies:
Vacation rental experience preferred
Physical Requirements:
Express or exchange ideas by means of the spoken word via email or verbally
Exert up to 50 pounds of force occasionally. Use your arms and legs, and sit most of the time
Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
Not subject to external environmental conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities
#LI-DNI
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr