Reservations Supervisor
Shape the Next Generation of Vacations!
Welcome to Evermore Orlando Resort—the resort that's redefining the Orlando vacation experience. Just steps away from Walt Disney World®, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest. Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.
Evermore is Orlando's ultimate game changer. In a city known for its theme parks and endless lines, Evermore is the paradise guests crave on their days between park visits. Imagine endless relaxation around Orlando's first and only beach paradise, Evermore Bay. Our stunning 8-acre crystal-clear lagoon is framed by zero-entry swim zones, beach bars, private cabanas, cozy firepits, and 20-acres of white sand. From beachside bars to a vibrant food hall and rooftop dining with views of the fireworks, we've crafted unforgettable experiences. Guests can challenge themselves on 2 Jack Nicklaus championship golf courses, enjoy water sports including kayaks and paddleboards, a family water slide, rope swing, and activities that fill their days including pickleball, bocce ball, and volleyball.
If you're excited to help guests reimagine the Orlando vacation, join us! Become part of an energetic team bringing Evermore Orlando Resort to life!
Key Responsibilities:
- Oversee the reservations department and be a support to the reservation agents including assisting the guest with escalated customer service requests.
- Knowledgeable of all reservations systems as well as having detailed knowledge of our amenities, including all rates and packages for current and future seasons, available discounts, special package offerings.
- Travel Agent Bookings: Serve as the primary point of contact for travel agent reservations—enter, confirm, and manage bookings, verify agency and IATA details, and ensure the correct rate and commission structures are applied.
- Commission Payouts: Oversee and process travel agent commission payouts, ensuring timely and accurate reconciliation, researching and resolving discrepancies, and maintaining supporting records in coordination with the accounting team.
- Wholesale: Manage Wholesale reservations and partner accounts, applying contracted rates and allotments correctly, monitoring inventory, and coordinating with wholesale partners to ensure accurate bookings and billing.
- 3rd Party Bookings: Actively manage 3rd party bookings through systems such as but not limited to AirBNB, VRBO, Expedia, and Booking.com—including entering and updating reservations, maintaining rate accuracy and availability, and resolving channel discrepancies.
- Serve as the department's resource and troubleshooter for travel agent, wholesale, and 3rd party booking questions, training and supporting agents on the proper handling of these channels.
- Responsible for day-to-day operations of the department and ensures adequate operations
- coverage for all aspects within reservations.
- Oversee high-ranking, VIP and special reservations for internal and external guests.
- Ensure all incoming calls are responded to promptly and provide callers with resort information and accommodation.
- System (Hotel Key) to ensure rate accuracy and availability for bookings.
- Attend all department meetings including required safety meetings when requested.
- Assist in entering of individual and group reservations in the system.
- Process advance deposits through credit card or other acceptable payments.
- Work with minimal supervision and have excellent customer service skills.
- Assist Reservation Manager with departmental outbound, conversion, and revenue goals.
- Oversee the department in the absence of the Reservation Manager, handling manager calls and emergencies as well as providing feedback to management regarding both positive and negative issues impacting department performance.
- Communicate with software support teams assisting agents in rectifying or problem solving any issues in the absence of the RSM.
- Maintaining a positive and friendly company culture by demonstrating empathy, patience, and understanding while making the atmosphere a fun and enjoyable place.
- Delegating tasks effectively by evaluating performance fairly and without prejudice in the absence of the RSM.
- Perform all other duties as assigned by the Manager.
- Must be able to work weekends.
Education, Skills, and Experience:
- Previous supervisory experience preferred
- Hands-on experience with travel agent bookings and commission processing, wholesale reservations, and 3rd party booking channels strongly preferred
- Good computer skills in PMS, email, web browsing, and scheduling software
- Good typing skills (45 wpm or better)
- Ability to speak, read, write, and comprehend the English language at a level sufficient to communicate effectively with clients, members, guests, and co-workers.
- Ability to speak or read in Portuguese or Spanish is highly desirable.
- Answer calls in a warm and professional tone utilizing the provided scripting as a guide.
- Able to handle guest requests in a detailed manner.
- Adhere to property and company policies and procedures
- Excellent communication and interpersonal skills; ability to interact with a wide range of people.
- Outstanding organizational, attention to detail, and problem-solving skills.
- Ability to multi-task in a fast-paced environment, an ever-changing environment and prioritize job duties.
- Capable of working scheduled hours, including weekdays, weekends, nights, and holidays.
Physical Requirements:
- Able to safely lift, pull and push up to 25 pounds.
- Able to stand, walk, stoop, kneel, bend, and reach periodically.
- Visually look at a computer for extended periods.
- Able to sit and use the computer for hours at a time.
- Subject to environmental conditions, work activities can occur inside and outside.
- Visually look at a computer for extended periods.
- Repetitive hand motions, such as typing.
Evermore Culture
At Evermore, our purpose is Togetherness, and our vision is to make a more together world possible.
Through relational wellness, we cultivate an inclusive, people-first culture where collaboration, trust, and respect empower every Team Member to thrive. Our Values guide how we think, make decisions, and show up for our guests, one another, and the moments that matter most. We are committed to acting with integrity, striving for the extraordinary, and recognizing that our greatest success comes when we succeed together.
We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives.
EOE/M/F/D/V
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