Reservations/Rapid Response Supervisor

Job Title: Reservations / Rapid Response Supervisor

Department: Reservation Sales / Rapid Response

Supervises: 8-10 Reservation Sales Associates

Job Summary

The Reservations / Rapid Response Supervisor oversees day-to-day reservation operations with a focus on associate training, guest satisfaction, and operational efficiency. This role ensures the reservations team is knowledgeable of all resort offerings and effectively guides guests to products and services that meet their needs. The Supervisor monitors productivity, call handling, and in-house guest requests in alignment with the goals and direction of the Director of Reservation Sales.

Essential Duties and Responsibilities

• Supervise daily operations of the Reservations and Rapid Response team
• Train, coach, and support associates on guest service standards and product knowledge
• Monitor call quality, productivity, and service levels
• Accurately communicate rates, packages, and resort offerings within approved guidelines to protect revenue
• Answer all incoming inquiries and reservation requests
• Book accommodations and advanced activity reservations, including golf, spa, marina, dining, kids' club, and tennis
• Handle in-house guest calls and dispatch requests to appropriate resort departments
• Respond to accounting-related inquiries and create service tickets as needed
• Maintain current knowledge of resort amenities, hours of operation, and product updates; communicate changes to the team
• Ensure associates complete required familiarization activities for resort offerings
• Conduct one-on-one coaching and sales training; review performance and identify improvement opportunities
• Complete required documentation, correspondence, and reporting
• Maintain a clean, organized, and professional work environment
• Represent Horseshoe Bay Resort professionally with guests, members, associates, and leadership
• Assist with additional duties or projects as business needs require

Employment Standards

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience

• High school diploma or equivalent required
• College coursework, technical certificate, or related training preferred
• Three to six months of related experience or an equivalent combination of education and experience

Language Skills

• Ability to read and interpret business correspondence, procedures, and operational guidelines
• Ability to write routine reports and correspondence
• Ability to communicate effectively with guests, associates, and management

Mathematical Skills

• Ability to perform basic calculations including percentages, discounts, and commissions
• Ability to understand and work within departmental budget guidelines

Reasoning Ability

• Ability to solve practical problems in a fast-paced environment
• Ability to interpret written, verbal, and schedule-based instructions

Physical Demands

• Ability to sit, stand, walk, and use hands for computer and telephone work
• Occasional stooping, kneeling, or reaching
• Ability to lift and move up to 25 pounds

Work Environment

• Moderate noise level
• Occasional exposure to outdoor weather conditions
• Standard office and resort operating environment

Benefits & Perks

Available to All Eligible Associates

• Weekly meal subsidies
• Retail and dining discounts at Horseshoe Bay Resort
• Discounts at all Crescent Hotels & Resorts properties
• Limited access to select resort amenities (based on occupancy and business levels)

Full-Time Benefits Include

• Medical, Dental, and Vision Insurance
• Paid vacation and holidays
• 401(k) plan with employer match
• Short- and long-term disability coverage
• Critical illness and accident insurance
• Associate Relief Fund

Bachelors (preferred)
Associates (preferred)
Some college (preferred)
High School (required)

Experience using property management and reservation systems, communicating rates and packages accurately, supporting revenue goals, and coordinating guest requests with multiple resort departments such as golf, spa, dining, and accounting. (required)
Experience leading, training, and coaching reservation or hospitality teams; conducting one-on-one performance reviews; monitoring productivity and call quality; and improving sales and service behaviors through ongoing training. (required)
Experience supervising reservation or call center operations, including handling high call volumes, booking accommodations and resort activities, managing in-house guest requests, and ensuring consistent, high-quality guest service (required)