Reservations Supervisor

We are looking for a Reservation Supervisor to join the re-opening of the famed Delano Miami Beach.

Set to open its doors in 2025, Delano Miami Beach will fuse historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 170 rooms and distinct food and beverage concepts, the hotel will preserve its iconic walk-in pool and, in addition, unveil a new pool on an amenity deck, offering breathtaking views of the ocean. Delano Miami Beach will act as the brand’s flagship location, re-establishing Delano as a trailblazer in luxury lifestyle hospitality.  Ennismore, in partnership with Cain International (the owners of Delano Miami Beach as well as partner in the Delano brand), are currently undertaking a significant renovation and redevelopment of the iconic Delano hotel with an aim to open its doors again ahead of the 2025 winter high season.

Under the general guidance of the Reservations Manager, the Reservations Supervisor is responsible for Luxury and Lifestyle reservations, overseeing guest booking experience and voice sales to assist the property in maximizing the  relationship between guests, travel agents and third parties in line with Delanos’ culture. The Supervisor will follow and adhere to Forbes Five Star call standards in every interaction and will be responsible for achieving or exceeding the call standards as determined by Forbes and Delano. 

DUTIES & FUNCTIONS:

• Processing travel agent commissions.
• Processing of group request as well as blocking reservations.
• Processing of the company hotels, restaurants and nightlife reservation requests.
• Liaison between sales manager and operational managers.
• Answer all phone calls promptly and in a courteous manner in keeping with Forbes and Delano standards
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites and meeting rooms.
• Be aware at all times of the selling status of the hotel, availability and upsell opportunities. 
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest or colleague requests to ensure satisfaction in a friendly and professional style.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence via reservations inbox. 
• Be aware of and adhere to the rules and regulations of the hotel and the Reservations department.
• Participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
• Assist with inputting weekend third party reservations such as internet and wholesale
• We recognize we are in the hospitality industry and that may require us to provide lateral service.
• We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that 
he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Hospitality degree preferred.
• Good communication skills.
• Customer service oriented.
• Previous reservation experience.
• Computer skills.
• Flexible schedule.
• Multi -lingual preferred.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with potential guests by phone.
• Must be able to pull and lift packages at least 40 pounds of force.
• Must have depth perception and balance, for overall performance and be able to work with computers.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of the companyare met.
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), 
• Opera, ResaWeb, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensuring confidentiality of all guest inquires, stays and requests as well as personal information. 
• Complete other duties as assigned by the Department Head
• Ensure compliance with the company’s policies and procedures

OTHER DUTIES
Assimilate into the company’s culture through understanding, supporting and participating in all the company
elements. Demonstrate working knowledge of the service standards.Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

All your information will be kept confidential according to EEO guidelines.