Job Description

 

Manager of Reservations Sales                                

Work Performed:

  1. Management of central reservations office employees and operations i
  2. Participate in KPI meetings and establishing department monthly goals with Director.
  3. Ensure best use of NAVIS system through monitoring agent Auto Completes, Follow-up Leads and RezForce/RezLux Leads daily and assign to agents. 
  4.  Manage RezForce/RezLux hours to ensure effective overflow solution with resort profitability in mind.
  5. Regularly reviews NAVIS Agent Productivity Report to ensure agents are using ready, wrap up, and project statuses appropriately.
  6. Oversee the onboarding of new reservation agents, including ordering appropriate equipment, establishing training schedules and “skilling” agent on resorts/markets when appropriate.
  7. Ensure successful operation of department systems, confirming technical support is carried out and tracked as necessary busing ITHelpDesk email solution.
  8. Manage the completion of Fail-To-Integrate (FTI) reservations, credit card charges for deposits, travel agent requests, voicemails and reservations inbox (VIPResDesk, ResDesk).
  9. Assist agents with escalation issues handling guest recovery in a professional manner with customer experience, resort reputation and company profitability in mind.
  10. Update department SOPs, training manuals and RezForce/RezLux Fact Sheets as necessary to communicate important process and changes within the department/resorts.
  11. Assist with reservation calls in times of high volume and/or staffing issues.
  12. Participate in Sales / Marketing / Revenue department meetings as necessary.
  13. Maintain flexible schedule including weekends, evening, early morning hours and holidays, as needed.
  14. Other duties as assigned.

Minimum Requirements: 

  • Four year college degree or equivalent. 
  • Prefer prior reservations and supervisory experience. 
  • Computer literate and must have good communication skills. 
  • Minimum of one year customer service experience is required. 
  • Must possess excellent computer skills with the ability to learn and master multiple software systems. 
  • Ability to deal with internal & external guests while maintaining a high level of professionalism. 
  • Requires excellent verbal and written communication skills and confident telephone skills and etiquette. 
  • Excellent organizational and problem-solving skills. 
  • Strong ability to handle multiple tasks (talk, type, search multiple screens) without impact to the guest. 
  • Ability to work effectively in a team environment and with different levels of management. 

Physical Requirements:

  • 90% Sitting/10% Standing
  • Good hearing
  • Computer screen reading 1-3 feet
  • Manual dexterity
  • Lifting & carrying up to 20 pounds

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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