Reservations Supervisor

Hilton Grand Vacations

. Provide general supervision and management support across all aspects of Hotel Reservations Contact Center operations.

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $63,823 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in hotel reservations contact center operations, focusing on customer service excellence, team management, and performance improvement. Proficient in analyzing operational reports and maintaining compliance with company policies.

Highest-signal resume keywords

Call Center Leadership ExperienceCustomer Service ExcellenceTeam ManagementAnalytical SkillsProficiency in Microsoft Office

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Center OperationsPerformance Improvement TrainingSchedule Adherence MonitoringPayroll ProcessingData Analysis

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsAttention to DetailTask Management

Tools & Technologies

CXone DashboardMicrosoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPoint

Industry Keywords

HospitalityCustomer ServiceSupervisory ExperienceComplianceContinuous Improvement

About the role

Key responsibilities & impact

Provide general supervision and management support across all aspects of Hotel Reservations Contact Center operations.
Build and maintain a positive working environment that attracts and retains high-quality staff.
Promote customer service excellence, teamwork, motivation, recognition, and continuous improvement.
Maintain communication with internal and external team members and senior leaders.
Support company and departmental policies, processes, business goals, and initiatives.
Review Reservations Specialists’ schedule adherence and efficiency.
Monitor shift schedules and ensure specialists are ready to accept calls.
Manage reported absences and send daily Call Out & MOD coverage to leadership.
Adjust breaks, lunch schedules, and work assignments.
Monitor phone workgroups, email, and fax inboxes.
Answer calls and respond to emails during high-volume periods.
Use the CXone dashboard to operate inbound phone workgroups efficiently.
Report system issues to IT support and ensure timely resolution.
Assist Reservations Specialists and resolve escalated customer issues.
Mentor specialists on performance standards, policies, procedures, and product knowledge.
Identify remedial training needs and collaborate on corrective actions.
Assist with new-hire and ongoing performance improvement training.
Collaborate with managers, training, and quality assurance partners to develop training materials.
Serve as a subject matter expert on contact center operations.
Analyze weekly reports, annual operating plans, and business intelligence to improve efficiency, productivity, and customer service.
Complete required company training and compliance courses.
Maintain compliance with company policies and procedures.
Process payroll adjustments for direct reports and maintain the attendance policy spreadsheet.
Perform other related duties as assigned.

Requirements

What you’ll need

A high school diploma or GED; a Bachelor’s degree is preferred.
A minimum of 3 years of experience in hospitality or call center leadership.
At least 2 years of supervisory experience.
Strong attention to detail and keen analytical skills.
A strategic approach and the competence to operate autonomously as well as cooperatively.
Excellent interpersonal and communication skills, both oral and written.
Outstanding organizational and task management skills with the ability to balance multiple projects and complete them on schedule.
Computer skills with proficiency in Word, Excel, Outlook, PowerPoint, and Internet.

Benefits

Comp & perks

Driven base pay plus monthly performance incentives
Get your earned pay any time before payday through DailyPay*
Medical, Dental, and Vision benefits starting on Day One
Generous Vacation Time Off Program and Paid Sick Time
GO Hilton Discounted hotel rates worldwide
Tuition reimbursement programs
Recognition Programs and Rewards
Internal Growth and Career Pathing