Reservations Supervisor in Santa Cruz, California at La Bahia Resort and Spa

ABOUT US:

Nestled along the Pacific Coast, La Bahia Hotel & Spa celebrates its dramatic setting where the tip of Monterey Bay touches Sana Cruz's coveted Main Beach. Steeped in the romantic beauty of Spanish-Mediterranean architecture, locals and travelers alike will savor globally influenced cuisine, cocktails and wellness rituals infused with the region's agricultural bounty and coast-cultured Spirit.

SUMMARY:

The Reservations Supervisor is a hospitality professional that orchestrates anticipatory service from the first touchpoint. This role will lead a team of luxury specialists who transform inquiries into curated experiences, ensuring every reservation reflects our standards of exclusivity and precision. The Reservations Supervisor position demands a rare balance of analytical acumen, emotional intelligence, and a passion for flawless execution. By delivering impeccable service, the Reservations Supervisor will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

DUTIES/RESPONSIBILITY:

• Oversee all channels (phone, email, CRM, luxury consortiums) with white-glove service standards
• Train team to read between the lines of guest requests (e.g., translating "quiet room" to "corner suite away from elevators with soundproofing")
• Personally handle VVIP reservations with absolute discretion
• Enforce rate integrity across all platforms while empowering agents to offer strategic upgrades
• Analyze denied reservations to identify missed luxury conversion opportunities
• Collaborate with the Director of Revenue Management to design persuasive scripts for suite/long-stay negotiations
• Conduct daily covert calls to ensure agents convey warmth through voice alone
• Lead weekly "Scenario Labs" where team role-plays complex requests (e.g., multi-generational family with conflicting needs)
• Maintain records of regular guests' unstated preferences (pillar candles vs. floral arrangements in suites)
• Expert-level knowledge of Opera PMS and other systems with ability to troubleshoot in real-time
• Implement "Zero Error Protocol" for special requests (dietary, anniversary surprises, phobias)
• Develop reservation "shadow profiles" noting guest communication styles
• Maintain impeccable grooming standards, wearing the assigned uniform exactly as specified (proper fit, cleanliness, and presentation at all times
• Wear the official hotel lapel pin prominently as part of the uniform requirement, unless embroidered onto uniform
• Perform all other duties that may be assigned as needed by your manager

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

QUALIFICATIONS:

• (3+) years or more minimum experience in hotel reservations, luxury hotel and/or resort preferred
• Advance computer literacy required
• Expertise in secure credit card processing for reservations, deposits, and prepayments
• Fluent in English (additional languages highly preferred)
• Ability to maintain composed under pressure
• Capability to maintain focus and precision during prolonged screen time
• Comfortable working in an office environment
• Proficiency in property management systems preferred (Microsoft Office, Opera, Alice, etc.)
• Ability to work independently and as part of a team.
• Basic accounting skills preferred
• Excellent communication skills and customer service skills
• Flexible to work in different shifts, including evenings, weekends, and holidays
• Highly organized with the ability to multitask in a fast-paced environment

This role offers a dynamic work environment where your contributions directly impact the guest experience. If you are dedicated to personalized service, guest satisfaction, and enjoy working in a high-end atmosphere, we invite you to join our Reservations team at La Bahia Hotel.