Reservations Experience Supervisor

POSITION SUMMARY:

Here at Nemacolin, our associates know to "Expect the Unexpected" - You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort.

Our Reservations Department is seeking an Experience Supervisor who will help to manage the Experience Team, ensure guest satisfaction at all times, and continually coach and train Reservations Experience Agents.

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Find opportunities to collaborate between reservations experience team, reservations agent team, concierge, marketing, VIP, and sales teams to align each area with one vision while building a one-team concept

• Ensure that all incoming guests are proactively reached out to according to requests and needs along with managing strategy and effeteness of the team

• Develop a detailed process to improve communication between the various departments and ensure a smooth hand-off by sharing valuable information with the operations teams

• Assist with identifying guests who may have extra needs, mini-groups, VIP tendencies, or TLC opportunities

• Provide leadership, training, and development support to the pre-arrival team and pre-arrival initiatives though auditing, coaching, and development

• Add Comment Cards into Guest Notes and Profiles, transfer magic notes into other notes of the resort, pull tickets for high repeat guests so that we can be proactive in anticipating needs

• Monitor hotel's messaging platforms including phone, email, and SMS; and directly assist with guest inquiries and requests

• Proactively reviewing guest itineraries for accuracy and completion to ensure guests are set up for enjoyable stays and booked appropriately.

• Practice resort principles to resolve issues

• Develop a culture of five-star excellence in the reservations planning experience

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Friendly and out-going personality.

• Excellent communication skills.

• Must be able to speak the English language fluently.

• Ability to perform basic mathematical functions.

• Must be able to handle high-pressure situations.

• Must be able to work a variety of shifts - including holidays, weekends, evenings, etc.

• Strong organizational skills.

• Ability to effectively perform multiple tasks.

• Ability to interface professionally with business contacts and customers.

• Strong understanding of hospitality industry helpful.

These skills and abilities are typically acquired through the completion of a high school diploma or equivalent, as well as through a minimum of 2 years of experience in a guest service role.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management's assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

WHY WORK FOR NEMACOLIN?

Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.

As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!

ASSOCIATE PERKS:

What is in it for you? As a Nemacolin associate, you won't just have a bright future - you'll have a bright present! You are invited to join our warm, supportive community, where you'll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.

• Attractive 401(k) plan

• Paid vacation, holidays, and personal hours

• Family medical, dental, and vision insurance. Long-term and short-term disability insurance

• Employee and educational assistance program

• Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort

• On-site uniform and dry-cleaning services

• Discounted meals during breaks in associate break areas

Wisteria Associate Community- Wisteria is Nemacolin's way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you'll enjoy these exclusive amenities.

Associate Recognition programs- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests' expectations.

Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:

• Opportunities for advancement

• At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.

• Mentoring and coaching programs

• As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.

(Keywords: Reservations, Call Center, Phone Work, Office, Pennsylvania, Hotel, Hospitality)