Reservations Supervisor

Madden's is an award-winning resort, located on more than 1,000 acres, that anticipates the wishes and desires of vacationers and offers them fantastic golf, upscale dining, lakeside spa, tennis, activity programs for children, biking, shopping, and art gallery with painting classes and almost every kind of on-the-water recreation possible in Minnesota, including fishing. Madden’s has distinguished itself by an emphasis on gracious hospitality, quality, and diversity. Our philosophy is simply to provide the best that Minnesota has to offer. Madden’s is currently seeking a full-time Reservations Supervisor. This is an hourly position with a rooms-based bonus earning potential. 

• Answer all incoming phone calls in a polite, business-like manner.
• Answer/handle guest questions, comments, and concerns efficiently.
• Processes online social and conference reservations accurately.
• Handles all e-mail and instant message inquiries in a polite, business-like manner with thorough and accurate information.
• Make restaurant reservations, marina reservations, coordinate tee times, and any other arrangements guests would like to book in advance, referring large parties to the appropriate manager.
• Meets sales goals set by management.
• Maintains knowledge of room types, room and package rates and availability.
• Use suggestive selling techniques to sell rooms and promote other services.
• Processes reports assigned by management.
• Performs accurate cash handling and credit control.
• Operates the Property Management System and Microsoft Office applications.
• Reports any unusual occurrences or requests to the designated manager.
• Retain knowledge of all safety and emergency procedures.
• Maintains regular and reliable attendance.
• Understands that business demands sometimes result in different shift patterns.
• All other duties as assigned.

Supervisory Responsibilities:

• Assist training new employees.
• Cross train in partnering departments.
• Assign and delegate tasks effectively.
• Monitor team performance and productivity.
• Ensure compliance with company policies and legal regulations.
• Encourage teamwork and morale.
• Provide constructive feedback and support.
• Resolve conflicts and workplace issues.
• Escalate problems when necessary.

Skills and Abilities:

• Organized, great communication, decisive & flexible.
• Excellent listening, speaking, and writing skills.
• Great decision-making skills.
• Must be able to work alongside other people and independently.
• The ability to establish and maintain relationships with vendors and markets is essential.
• Time management.

Education/Experience:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Work Environment:

Work is performed at a desk  

Physical Demands:

Primarily stationary and sitting for prolonged periods of time. Must have the ability to stand, walk, talk/hear, both in person and by telephone.

Expected Hours of Work:

November-March 8:00am-4:30pm Monday-Friday no weekends.

April-October rotating shifts and weekends.

8:00am-4:30pm, 8:30am-5:00pm, 9:00am-5:30pm, 9:30-6:00pm on weekdays.

8:00am-4:30pm, 8:30-5:00pm on weekends.

Travel:

Less than 10% travel is required.