Reservations Manager

The Reservation Manager is committed to ensuring that our guests enjoy their time on the water. They are often the first voice a customer hears when they call to plan their getaway to a Suntex Marina. The Reservation Manager is responsible for overseeing a team of Reservation
Agents, managing the day to day, scheduling and training the team on how to provide a world class customer experience. 

DUTIES AND RESPONSIBILITIES: 

1. Mentor and encourage the reservations team to strive to provide superior customer service and train staff to up-sell other aspects of the marina. 

2. Empower the reservations team to answer customer questions and make appropriate decisions. 

3. Hiring, training, and supervising a world class reservations team. 

4. Maintain and fully understand the reservation software as well as third party booking sites. 

5. Working with the General Manager, design incentives to encourage reservations team to convert inquiries turning them in to bookings. 

6. Work closely with the General Manager to understand budgets, forecasted occupancies, and marketing strategy. 

7. Ensure that responsible business decisions are being made in order to remain financially responsible as a department. 

8. Maintain consistent communication with guests, housekeeping, maintenance and the General Manager. 

9. Maintain information on prices, strategies, rates, specials and packages. 

10. Schedule the reservations team while monitoring overtime 

11. Maintains a friendly, professional working relationship with co-workers, members, guests and vendors which promotes open lines of communication with all. 

12. Conduct secret shopper calls to reservations team to ensure customer service standards are met or surpassed. 

13. All other duties as assigned by management 

EDUCATION AND EXPERIENCE: 

1. Must be able to lead, motivate, and train the reservations team 

2. Must adaptable to a fast paced environment 

3. Ability to work independently or as a part of a team 

4. Call center team management experience 

5. Must have a high attention to detail 

6. Comprehension of hospitality mathematics 

7. Knowledge of Microsoft Office Software required, excel and Word 

8. Must have strong knowledge of reservation software and third party booking sites 

9. Must have excellent communication, interpersonal, time management, problem solving, and multi-tasking skills 

10. Enjoys providing exceptional customer service 

11. Ability to organize and prioritize work 

12. Must have flexible schedule to include working weekends and holidays during busy season;