Who We Are
The Edgewater offers a proud revival of a historic hotel, committed to the trust and confidence we earn from our employees, customers, and partners. We are located in the heart of downtown Madison, next door to the University of Wisconsin-Madison, and within walking distance of the Capitol Square and downtown. We offer 202 rooms and the finest in luxury hotel services and amenities right on the water’s edge of Lake Mendota. You will speak with a wide variety of guests who may be coming to stay with us for a few nights, joining us for a special event, visiting us on a business trip, or just looking for some relaxation time. If you are looking to work at a hotel that is as welcoming and fun as the city of Madison itself, this is the place.
What We Accomplish Together
If you enjoy displaying your exceptional customer service skills while interacting with a wide variety of guests daily, you’ll be utilizing your skills perfectly in the Reservations Lead position. The Reservations Lead plays a pivotal role in the overall functions of the Edgewater. You will be responsible for overseeing the daily operations of the onsite Reservations department as you monitor and mentor the reservations team members, with the goal of providing superior guest service and maximizing room revenue and hotel occupancy. You will work with many different departments to ensure guest bookings arrivals, guest service calls, departures and billing are seamless for our guests as they enjoy our luxury property. The Edgewater demands the highest quality of customer service, and the Reservations Supervisor position is where your hard work ethic and exceptional customer service skills are appreciated and recognized by both the guests and The Edgewater Team.
What We Have
- Flexible scheduling including days, nights and weekends.
- A comprehensive benefit package including Medical, Dental and Vision coverage as well as Paid Time Off, 401K contribution matching and voluntary life insurance.
- Discounts to our 3 onsite restaurants.
- Discounts to our onsite Spa’s services and retail as well as discounted stays at affiliated hotels.
- Discounted onsite parking for full-time team members, or a supplied Madison Metro bus pass.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
What You Have
- Previous guest service experience. Experience within a hospitality role is a plus.
- Ability to display a high level of integrity and professionalism at all times in dealing with guests and employees.
- Ability to multi-task, prioritize responsibilities, and handle other special projects as needed.
- A caring, positive attitude with a genuine interest in ensuring our customers have memorable experiences.
- Collaborates well with others and recognizes the importance of being part of a team.
- The passion to train and reinforce best practices in the Reservations department, including overseeing the team’s Reservations and PBX Agents to ensure daily tasks and goals are met consistently.
- The ability to assist work alongside other departments in the Rooms Division, including the Front Desk, Housekeeping and Guest Services teams.
- Ability to effectively deal with guest and employee concerns in a positive and effective manner by listening to the concern, demonstrating empathy, and providing positive and proactive solutions.
- Ability to access, read and accurately input information using a moderately complex computer system.
- Excellent customer service skills with a detail-oriented mind.
- A calm demeanor in a high pressure and stressful environment with the ability to respond properly in any hotel emergency or safety situation.
- Ability to sit and work in confined spaces for long periods of time.
- A flexible schedule to accommodate our weekend and holiday availability.
Working Conditions
This position operates in a professional office environment. The role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position requires weekend work.
Physical Abilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. This position is very active and is frequently required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms, occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.