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The Supervisor acts as a mentor and main support for reservation team members, ensuring work climate is optimal reflecting resort´s image. Detects the real needs of potential guests and supervises that the Reservation Agents comply with the established standards and procedures of the resort.

Principal Responsibilities:

Personal

1.      To know the techniques required to fulfill as Reservations Supervisor position.

2.      To have knowledge of the resort as well as of its characteristics and benefits.

3.      Supervise that sales help maximize both the occupancy and the average daily rate.

4.      To recognize repetitive and distinguished guests.

5.      To know the operation and functions of the Central Reservations Office.

6.      To know the different guaranteed policies of the reservations.

7.      To control the resort’s inventory.

8.      To have knowledge of travel agencies reservations, as well as the payment procedures and commissions of both, agencies with and without credit with the resort.

9.      To keep a high level of professionalism, reflecting a polite attitude to internal and external guests.

Operation

1.      Supervise and coordinate the daily operations of the reservations team to achieve KPIs, targets and objectives in conformity with high quality standards

2.      Assist the Reservation Manager as needed

3.      Supervise all aspects of the reservation department, including the administration of wholesale, groups and deposits

4.      Assist to efficiently Distribute the work load of the department

5.      Continuously monitor room assignment, the room plan and inventory control to maximize sales; alert the Revenue manager of any relevant findings and opportunities for improvement.

6.      Supervises the process of quality controls completed by the reservation agents

7.      Manage the department in the absence of the Reservation manager

8.      Place special emphasis on the recognition of repetitive guests and ensuring each reservation is refined, including the coordination of special requests with other departments

9.      Maintains a productive and quality relationship with hotel departments, sales, central reservations and travel agents

10.  Maintains high coordination with the sales team to enhance hotel occupancy and eliminate chances of lost business

11.  Step-in to assist with calls and e-mails for reservations agents based on call volume and to assist with covering vacations, leaves and days off

12.  With the Reservation Manager, complete target coaching and scoring sessions as set per the in-house reservation optimization system ensuring the system utilization is maximized 

13.  Ongoingly ensure the team is on track to reach goals.

14. Keep a close and effective communication with our internal guests behaving in such a way that reflects Rosewood's standards and to encourage other internal guests to do the same.

15.  To be innovative and proactive contributing with ideas to improve the service and the operation standards.

Since its grand opening in 2008, Rosewood Mayakoba beckons guests in search of the ultimate escape. Inspired by Mayan traditions, this 620-acre resort enclave sits along a mile‐long arc of white Caribbean sand, nestled just north of the picturesque waterfront town of Playa del Carmen. Designed to blend harmony with natural landscapes, Rosewood Mayakoba is an oasis of luxury offering 129 suites with private plunge pools, garden showers, individual docks and the finest modern design and details. For further peace of mind, the resort is built to abide by the highest of eco-standards, offering indulgence with awareness, and has received the Rainforest Alliance Certification. Rosewood Mayakoba takes guests on an exclusive trip of a cultural immersion. From the ruins of Mayan civilization to the lush natural landscape, Riviera Maya is the perfect destination for art lovers and culture buffs. For fashionistas, shopping in Playa del Carmen and Cancun promises a luxurious and fun experience. Scattered along gilded avenues are the authentic markets that showcase an impressive mix of only the best Mexican handicrafts and silverware.