Reservation Supervisor

Department: Reservations

Reports to: Reservation & Property Support Manager

Status: Exempt

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Job Description


Position:          Reservation Supervisor

Location:         Tampa, FL

Reports to:      Reservation & Property Support Manager

Status:             Management/Exempt



The objective of this position is to create  a high performance culture through an effective and versatile leadership style. The Reservation Supervisor optimizes and effectively supervises the inbound Reservations Sales Team and their activities, supervises and leads call center reservation sales associates to achieve company customer service, Navis goals, and revenue goals. This position oversees the operations of the reservations department, RSA’s, as well as leads the team to meet and/or achieve revenue goals. This position challenges the predictive norms of tradition call center operations and provides vision of an ever-changing, evolving operation driving operational excellence and world-class results..  The Reservation Supervisor contributes to the overall direction of Mainsail Lodging and Developments Corporate Call Center by working closely with peers in other Departments to deliver maximum benefit at the lowest overall cost to the company. This position will oversee reservations for all Mainsail properties, both hotels and vacation rentals.  This includes balancing systems daily, working closely with hotel FO teams, as well as group housing, and the revenue team to ensure accurate inventory for sale at all times.


  • Maintain compliance with Mainsail’s company Core Values
  • Ensures hotel strategies conform to brand philosophies and initiatives.
  • Responsible for achieving sales goals for the company
  • Enter guest reservations into the computer system quickly and accurately, using the hotel’s selling strategy and segmenting reservations into the appropriate category.
  • Manage and distribute email leads daily
  • Continually monitors program performance to find better ways to service callers to provide seamless services. Analyzes customer needs to establish a cycle of continuous improvement as a way to further client satisfaction and provide additional value added enhancements
  • Ensures that sales strategies and rate restrictions are communicated and implemented to RSA’s.
  • Meet all new RSA’s upon arriving in the department.
  • Maintains accurate reservation system information.
  • Assists with balancing MARSHA to Opera/Lightspeed inventory daily
  • Assists with balancing Escapia or MainsailVR system to ensure we are able to sell all units
  • Works closely with group housing to ensure room block inventory is accurate and assignes RSA’s when help is needed on entering rooming lists, etc.
  • Handles guest, travel agency, and Marriot Customer Care complaints by working jointly with appropriate departments to resolve
  • Promotes and protects brand equity.
  • Acts as a liaison, when necessary, between property and corporate call center.
  • Review all Recorded Calls and provide feedback to better assist agents in selling
  • Actively involved in monitoring the progress of RSA’s and their training.
  • Initiate, generate, and stay informed of any changes to the training schedule.
  • Assists in responsibility for making sure that RSA’s are confident and competent in their RSA role.
  • Assists in developing and implementing new RSA training.
  • Assists in developing and implementing ongoing RSA training
  • Work with RSA’s during training to assure understanding of all training tools and procedures.
  • Lead and develop RSA’s by making them feel welcome, comfortable and important.
  • Understand and demonstrate the Mainsail Lodging and Development culture, which includes service basics, and the Mainsail Lodging and Development vision and values.
  • Will perform and train to standards.
  • Coaching / Motivate / Inspire. Guiding others (by coaching, motivating, and inspiring them) to improved individual and team performance.
  • Any other job duties as assigned by leaders
  • Meet or exceed expected performance standards.
  • Provide excellent customer care while exceeding the expectations
  • Determine the guest’s needs and provide detailed hotel benefits and features on all call types.
  • Understanding of Owner Rental Programs
  • Identify and resolve customer service issues.  This requires using all resources provided as well as communicating with internal staff to insure that all guest issues are resolved or directed to the appropriate resource.
  • Participate in on-going training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference.
  • Proficiency on various reservations/computer systems and Microsoft office required.
  • Must be able to represent Mainsail in a highly professional manner.
  • Utilize solid judgment, product knowledge, technical knowledge, problem solving, and customer service skills to ensure that service/fulfillment of contractual requirements are achieved and maintained.
  • Display excellent communication skills and the ability to meet sales and business objectives.
  • Align with Sales to provide supporting service.
  • Collaborate with internal customers (Sales, Front Desk, etc.).
  • Resort and Vacation Rental destination familiarity/knowledge.
  • Fully cooperate with all monitoring and coaching activities to improve personal skills and performance
  • Ensure that RSA’s are trained and complying with all Navis CRM non-negotiables.
  • Ensure that RSA’s are trained and using the Navis CRM as specified by Mainsail.




High School diploma or equivalent. Further education is desirable.

Must have two to three years of supervisory experience, or adequate interoffice supervisor training completed. Hotel front office and/or reservations experience preferred. Customer Service or Call center experience preferred., Navis CRM, Marriott experience to include MARSHA and OPERA/LightSpeed PMS preferred.





Constant communication with Reservation & Property Support Manager, Corporate Director of Revenue, Cluster Revenue & Cluster Group Houisng Managers, Sales & Marketing staff, Front Desk staff, Managing partners

Frequent communication with other hotel/corporate office staff.



Hotel guests, and vendors.



  1. Physical demands of job:

Long hours sometimes required

Position requires full range of physical abilities, including moving throughout the buildings, accessing all spaces.


Medium work-Exerting up to 20 pounds of force occasionally, force frequently or constantly to lift, carry, push, pull or otherwise move objects

Ability to sit during entire shift


  1. Mental demands of job:

Analytical/Critical thinking—The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems. The ability to add, subtracts, multiply and/or divides quickly and correctly

Basic Computer skills– using basic computer hardware and software (e.g., personal computers, Microsoft office applications internet browsers, etc.)

Job Specific computer skills- using computer hardware and software specific to job e.g., MARSHA, Opera PMS, LightSpeed, Escapia, Fosse & Navis CRM

Oral comprehension– the ability to listen to and understand information and ideas presented through spoken words and sentences—

Reading Comprehension Understanding written sentences and paragraphs in work related documents

Revenue Management-knowledge of total revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management)

Writing- communicating effectively in writing as appropriate for the needs of the audience


Adaptability- ability to effectively adjust to major changes in work tasks or the work environment

Aligning Performance for success- skilled at focusing and guiding other in accomplishing work objectives

Building a Successful team- skilled at building a cohesive team and facilitating goal accomplishment

Building trust- ability to interact with others in an honest, fair and respectful way; giving others confidence in one’s intentions and those of the organization

Communication- skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message

Customer Focus- ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers’ needs

High work standards- sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignment or tasks

Planning and organizing- skilled at establishing courses of action for self and others to ensure work is completed efficiently

Problem Solving/Decision Making- ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions




  1. Typical working conditions:




  1. ____ Gives no direct supervision to others.


  1. ____ Has lead responsibility for one person.


  1.           Responsible for work flow, production, training of new employees on several jobs,

and answering job-related questions.


  1.            In addition to “C”, assists in reporting on performance, recommending advancements, and implementing new or changed procedures. Generally recognized Group Leader or First Line Supervisor.


  1.      Has full, direct supervisory responsibilities. Supervise all Reservations Staff.



Career Information

Date Posted:
July 16, 2021

Career Category: