Reservations Supervisor
Nekoosa, WI
Sand Valley – Reservations /
Full Time Regular /
On-site
Sand Valley is a golf resort and community settled gently upon 12,000 acres of rugged, pre-historic sand dunes in central Wisconsin. Here, residents and guests will find five world-class golf courses built in harmony with the land: Sand Valley, Mammoth Dunes, The Sandbox, The Lido, and Sedge Valley. Founded in 2016 by brothers Michael and Chris Keiser, the resort is known for its friendly hospitality and a community of golf and outdoor enthusiasts who have been drawn to the raw beauty and serenity of the vast Wisconsin Wilderness. Inspired by the heathland golf courses of London, Sand Valley showcases golf as it was meant to be, much like the other Dream Golf properties, Bandon Dunes and Rodeo Dunes.
Beyond premier golf, Sand Valley is a year-round celebration of all the outdoors from fat-tire biking, hiking, and kayaking to ice hockey, skating, or a guided cold plunge. The resort now features a 13,000-square-foot Tennis Center with 16 grass tennis courts and the eleventh Court Tennis facility in the United States. Alongside soul-stirring golf and outdoor exploration, Sand Valley offers a variety of savory dining venues showcasing globally inspired and rustic Wisconsin cuisine.
The Sand Valley team works together to create experiences of a lifetime by asking questions and sharing ideas. With authenticity and a hard-working attitude, Sand Valley helps guide guests through an immersive experience in Wisconsin's natural beauty and away from the demands of daily life.
Position Summary:
- The Reservations Supervisor plays a key role in leading and supporting the Reservations team to ensure seamless operations, exceptional guest service, and efficient booking processes. This role is responsible for overseeing daily reservations activities, managing team performance, optimizing inventory, and ensuring adherence to policies and procedures. Additionally, the Reservations Supervisor will collaborate with other departments to enhance guest satisfaction.
- This role requires strong leadership, problem-solving abilities, and a proactive approach to improving processes and supporting continued team development. Supervisors will oversee various focus areas, including team support, training and development, call center operations, and employee engagement initiatives.
Essential Duties and Responsibilities:
- Team Leadership & Support
- Act as a Team Support Lead, providing guidance and assistance to Reservations Agents in handling guest inquiries, reservations, and escalations.
- Support the team with scheduling, coaching, and problem-solving to maintain efficiency and service excellence.
- Monitor call center operations to ensure optimal performance, assisting as needed to manage call volume.
- Collaborate with fellow supervisors and leadership to maintain consistency in service, policies, and procedures.
- Maintain a productive, supportive, and friendly work environment.
- Reservations Operations & Process Management
- Manage inventory, waitlists, room upgrades, and room moves, ensuring seamless coordination with other departments.
- Support the oversite of travel agency reservations, ensuring proper documentation, communication, and tracking.
- Assist in handling automated cancellation lists, ensuring accurate and timely updates.
- Support Revinate Lead Form Management to track and enhance guest satisfaction metrics. Merge reservation leads and ensure efficient handling of inquiries.
- Create and manage reservation templates to promote continued streamlined communication.
- Training, Coaching & Performance Management
- Lead training and development initiatives, ensuring team members are well-versed in SOPs, policies, and best practices.
- Conduct call scoring and coaching sessions to enhance service quality and reservation accuracy.
- Organize and facilitate team training sessions under the guidance of senior leadership.
- Employee Engagement & Culture
- Contribute to developing and maintaining department engagement initiatives designed to foster employee engagement, recognition, and team morale.
- Promote a positive work environment that encourages teamwork, growth, and professional development.
- Additional Responsibilities
- Assist with guest inquiries related to donation requests and special accommodations.
- Provide reports and updates to management as needed.
- Perform other duties as assigned to support the success of the Reservations team.
Qualifications:
- Previous experience in reservations, hospitality, or a call center environment required; leadership or supervisory experience strongly preferred.
- Excellent communication and interpersonal skills, with the ability to coach, mentor, and motivate team members.
- Strong organizational and problem-solving abilities with a keen attention to detail and accuracy.
- Proficiency with reservation software systems and the Microsoft Office Suite (Outlook, Word, Excel).
- Demonstrated strong mathematical skills and analytical acumen.
- Self-starter with the ability to collaborate effectively with leadership on new ideas, initiatives, and continuous improvement.
- Ability to multitask and perform efficiently in a fast-paced environment while maintaining a high standard of guest service.
- Flexibility to work evenings, weekends, and holidays as business needs require.
- Positive, professional demeanor with a commitment to teamwork, collaboration, and service excellence.
Working Conditions:
- Typical office setting with overheard lighting and adjustable ventilation. This individual may be exposed from time to time to inclement weather; potentially dangerous pesticides, herbicides and fertilizers; equipment movement hazards; misdirected golf balls. Injury may result as a result of exposure to the above if safety policies and practices are not properly followed at all times.
Physical Requirements:
- Must have the ability to:
- Read and write (English)
- Communicate verbally with staff members with or without the use of two-way radios.
- Give and/or follow verbal and written instructions
- Visually inspect all work areas
- Operate vehicles and equipment for several hours at a time
- Perform mathematical calculations involving fractions, decimals, and percentages
- Retrieve, read and interpret information from technical sources
- Stand, walk, push, pull, lift, grasp, bend and kneel for up to 5 hours at a time
- Lift up to 50 lbs occasionally, 20 lbs frequently, and 10 lbs constantly
Sand Valley LLC is an Equal Opportunity Employer
