About Lake Nona Wave Hotel

Celebrated as ‘the Living Room of Lake Nona,’ Wave Hotel opened in December 2021. Our luxury lifestyle hotel is at the very heart of one of the most innovative communities in the country. Infusing intuitive technology, access to unique wellness programs, and truly inspired restaurant and bar concepts Lake Nona Wave Hotel is an unexpected destination for guests from around the World. Discover a different side to Orlando that is anything but make-believe.

About CoralTree Hospitality

Our team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that mold our interactions with everyone we encounter – our guests, our clients, our team, and our communities. We create engaging, impactful environments that connect people and places, awaken the spirit, and allow team members with talent, integrity, and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.

Job Overview:

The Reservations Supervisor oversees the daily operations of the Reservations and PBX teams, ensuring exceptional guest service, operational efficiency, and revenue generation. This role provides leadership, coaching, and performance management for Reservations and PBX agents while monitoring key performance metrics and revenue production. The Reservations Supervisor is responsible for maintaining service standards, maximizing room revenue opportunities, ensuring accurate reservation processing, and overseeing PBX operations to deliver seamless guest experience. This position reports to the Call Center Manager and collaborates closely with Rooms Division leaders to ensure effective operations, team performance, and guest satisfaction.

Essential Functions:

• Act as a main resource for reservation agents and pbx agents needing assistance technically or with regards to achieving guest satisfaction
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.Support the completion of daily departmental checklists and ensure important information is properly communicated between shifts and escalated to the Call Center Manager when necessary
• Review systems to ensure accurate room reservation handling and monitoring of phone calls
• All tasks and guest interactions must be performed in alignment with Forbes, LQA, and AAA standards to ensure a consistent, elevated level of service that reflects the brand’s commitment to excellence
• Assist the Call Center Manager with departmental training and ongoing refreshers related to hotel knowledge, reservations procedures, service standards, and call center expectations
• Audit call quality for Reservations Sales and PBX Agents to ensure alignment with Forbes, LQA, and brand service standards
• Monitor Revinate performance metrics and call conversion results to identify coaching opportunities and communicate trends to the Call Center Manager
• Ability to analyze and resolve problems while exercising good judgment and maintaining the best interest of the hotel
• Assist with group reservations, room blocks, and inventory updates while following established direction from the Call Center Manager, Sales, and DORS
• Perform group booking functions, including building room blocks, managing inventory, and auditing group blocks before, during, and after departure
• Handle external systems like Revinate, Synxis, Online Travel Agents extranets, Onyx, etc.
• Update No-shows and cancellations on all OTAs/Rezforce without fail to avoid unwanted commissions payouts
• Process Travel Agent Commission as directed by Call Center Manager
• Relay any Rate parity issues with booking Channels (Website, OTA, GDS, Travel Agents Etc.) to Call Center Manager
• Collaborating with various departments related to guest inquiries from Housekeeping, Food & Beverage outlets, Welcome Desk and Guest Relations
• Complete other duties and projects as assigned by the Call Center Manager

Qualifications:

• Previous hotel supervisory experience preferred
• Minimum of 2 to 3 years of experience in hotel leisure/group reservations, front office or call center
• Working knowledge of hotel property management systems (HMS), central reservations systems, and PBX operations.
• Previous Forbes/LQA and AAA experience is preferred
• Revinate and Delphi experience is a plus
• Ability to thrive and succeed in a fast-paced, demanding work environment
• Strong organizational and time management skills
• Proficient in Microsoft Office, including Excel, Word, and Outlook.
• Ability to analyze reports, monitor performance metrics, and support revenue-generating initiatives.
• Must be flexible to work evenings, weekends, and holidays as business demands require.

Working Environment/Physical Demands:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. 

• While performing the duties of this job, the team member is regularly required to walk, stand, and sit 6-8 hours per day and may have exposure to basic office supply chemicals.
• Requires frequent interaction with guests, team members, and hotel leadership.
• Regular use of computers, telephones, headsets, and other office equipment.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  This job description is subject to change at any time.  The team member will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

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