Embark on a Career in Beautiful Bar Harbor, Maine! We're hiring a Full-Time Year-Round Reservations Supervisor to join our team at the Atlantic Oceanside Hotel and Event Center. This role offers a unique opportunity to assist in leading a dynamic reservations team in a hands-on environment, with close collaboration and direct engagement to support the property's daily operations.
As a Reservations Supervisor, you’ll oversee the day-to-day operations of our reservations department, supporting the Front Desk Manager and ensuring that every interaction reflects our commitment to exceptional guest experiences. Guided by the Front Desk Manager, you’ll play a key role in optimizing occupancy, managing group bookings, and fostering a culture of teamwork and excellence.
You’re not just coordinating reservations; you’re shaping the guest experience from the moment they book. Your leadership will help ensure a seamless process that exceeds expectations and keeps our guests returning year after year.
At Witham Family Hotels, we are dedicated to creating unforgettable experiences for our guests while fostering a family-like environment for our team. Proudly recognized as one of the Best Places to Work in Maine since 2022 and an Inclusive Workplace, we uphold our core values of kindness, respect, inclusion, empowerment, excellence, integrity, and family.
We are an equal opportunity employer, and we believe our strength lies in our differences.
You’ll be working your magic on a full-time year-round basis. This is a 40-hour-per-week position. The schedule will vary and may include mornings, evenings, weekends, and holidays. The starting wage is $21 per hour.
What you may not know is that we also have amazing benefits and perks:
- PTO (Paid Time Off): Earn up to 136 hours in your first year (prorated based on hire date).
- Health Insurance: Multiple Aetna Health plans, with 80% of the cost covered, including family options.
- Dental Insurance: Our plan is amazing, covering up to 4 cleanings a year and much more, with 80% of the cost covered.
- 401(k) Plan: Up to 4% match.
- Monthly Incentive Bonus.
- Heating Savings Program: In partnership with Irving and Dead River.
- Core Values Program: Earn points for branded swag!
- Referral Bonus: Up to $1,000 per new full-time employee you refer.
- Discounts: On hotel stays, dining, and spa services within our portfolio and selected New England Inns & Resorts collection hotels.
- Employee Assistance Program (EAP): Free and anonymous counseling services.
- Employee Recognition Programs and Relief Fund.
- Annual Flu Shot Clinic.
- Witham Family Hotels Gala: A celebration that recognizes YOU!
Here are some more details:
Essential Duties:
- Work closely with the Front Desk Manager and Front Desk supervisor to ensure operational efficiency within the Reservations Department.
- Perform daily reservation audits to ensure accuracy of arriving reservations (checking each reservation for all OTA’s on individual and group reservations) .
- Effectively coaching reservations agents providing continued staff development.
- Carry out supervisory responsibilities in accordance with the organization’s policies and applicable law.
- Ensure all reservation calls are answered in a timely manner using professional language and a friendly tone.
- Follows through on every reservation with confirmations, pre-arrival letters, surveys and brochure requests.
- Works closely with Front Desk to ensure full occupancy on busy days.
- Double check for over booking, solve problems by upgrading guest reservations.
- Approve monthly OTA reconciliations and supervise daily reconciliation.
- Ensures all necessary information is received from arriving guests, so to facilitate their arrival and comfort prior and during their stay.
- Keeps all reservations accounts, traces and specific requests for each arriving guest up to par.
- Due to constant phone contact, must always adhere to strict communication standards in a respectful manner.
- Supervise email communication and set up email templates including auto responses.
- Possess a strong knowledge of hotel services and facilities.
- Manage OPERA database, combining accounts when possible, ensuring that every guest reservation has accurate and complete data capture.
- Update the team with any information that is pertinent for them to know.
- Manage escalated issues surrounding reservations.
- Work closely (and attend) the weekly Revenue Management (RevMax) meeting to develop the marketing strategies, and decisions on rate yielding each week and applying minimum stay requirements.
- Create and maintain reporting necessary for the Revenue Management meeting each week.
- Work closely with Group Sales to maintain group blocks and book rooms for groups.
- Ensure that tax exemption is updated on AR accounts that are tax exempt.
- Train, mentor, and support team members to achieve their best.
- Provide comprehensive training to new employees and ongoing support for Opera Cloud, Revinate Reservation Sales, Microsoft 365, and other systems.
- Assisting with Travel Agents Commission
- Perform any additional duties as requested by the Front desk Supervisor, Front desk Manager, or General Manager.
Skills Required:
- This individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Must maintain highest ethical standards – possessing integrity, honesty, care and fair mindedness.
- Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment.
- Ability to understand and follow written or verbal instructions.
- Ability to effectively communicate verbally in English.
- Superior organizational skills.
- Maintain a professional, flexible, and positive attitude and tone in all interactions.
- Ability to sit at a desk for long periods of time to perform essential job functions.
- Ability to identify, address and resolve conflict quickly and professionally.
- Prior Supervisory experience required.
- Knowledge of all areas of the Front Office specifically the reservations and revenue process.
- Proficient in Microsoft applications such as Word, Excel and Outlook preferred.
- Report to and from work as scheduled while adhering to all resort policies.
- Adhere to uniform, personal hygiene and appearance standards.
- Take the initiative to make contributions to the department and resort while maintaining positive working relationships with coworkers.
- Promote excellent guest relations while living the Witham Family values.
Education and Experience:
- Previous experience in hospitality, reservations, or front office management is preferred.
- Proven track record in team leadership is a plus.
Performance Measurement:
- 90-day performance review, guest feedback, and team collaboration.
Join our team today and lead the charge in delivering unforgettable guest experiences at the Atlantic Oceanside Hotel and Evet Center!