Assistant Reservations Manager - Jobs in Huntsville, ON

Job Description

Position SummaryTo assist the Reservations Manager in the coordination of day to day operations of the Reservations Sales Department. This includes overseeing the training and development of the agents in order to offer the best customer service experience. Assisting with departmental reporting and data tracking.Objectives

• Successfully manage the productivity of the Reservations Department to exceed budgeted leisure room night goals.
• Assisting the Reservations Manager with managing the resort’s Reservations Department and the employees to accomplish daily, monthly tasks and work with all other departments to lend support to best service the guest while maintaining appropriate controls.
• Responsible for training and ongoing coaching of agents.
• Ensures all Opera Cloud standards are in effect and respected by reservation sales associates.
• Responds or delegates inquiries relating to guest complaints.
• Responsible for reporting and tracking of reservation call data, departmental revenue, special events, and online booking revenue.
• Take reservation calls and perform reservations duties with the team
• Ensures the reservations team is completing all duties and checklists.
• Evaluating and scoring agent phone calls to ensure a high level of customer service.
• Provides Director of Revenue Management with feedback from agents regarding guest feedback on rates, packages, availability etc.
• Advancing and upholding the organizational vision and values and demonstrating leadership in this regard.
• Promotes good relations with associates and guests.
• Performs other duties as assigned to meet business needs.
• Maintain standards in compliance with Property Policies, Procedures and Practices.

Guest Satisfaction

• Assist Reservations Manager in the set up of a training program in support of department Core Standards.
• Sets expectations and holds the Reservations team accountable for demonstrating desired service behaviors, achieving goals as set by the Director of Revenue Management. Ensures external and internal guest needs are met or exceeded.
• Models desired service behaviors in all interactions with guests and associates.
• Empower associates to provide excellent guest service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand guest expectations.
• Observes service behaviors of associates and provides feedback to individuals; continuously focuses on improving service performance.

Human Resources

• Coaches team by providing specific feedback to improve performance.
• Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner. Ensures associates are treated fairly and equitably; brings issues to the attention of the Reservations Manager as necessary.
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas

Education & Experience

• 12 months of reservation sales experience
• Supervisory Experience is an asset.
• Hospitality Management degree is an asset.

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