As Assistant Reservation Manager, you will be responsible for managing reservations, ensuring exceptional guest experiences, and overseeing a team of reservation specialists. Your role is crucial in maintaining high occupancy rates and maximizing revenue while delivering outstanding customer service.
Location:
Areas of Responsibility and Duties
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Process refund requests and resolve billing discrepancies in accordance with company policies.
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Handle guest complaints and disputes with empathy and problem-solving skills.
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Respond to guest inquiries and concerns promptly and professionally.
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Offer recommendations for local attractions, dining, and activities to enhance the guest experience.
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Supervise and mentor a team of reservation agents, providing guidance and training as needed.
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Foster a positive work environment that encourages teamwork and professional growth.
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Analyze data to identify opportunities for improving reservation processes and guest satisfaction.
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Observe established policies and procedures
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Other duties as assigned
Key Competencies
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Strong communication skills with a customer-oriented approach.
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Proficiency in property management systems (PMS) and reservation software.
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Excellent organizational and multitasking abilities.
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Leadership skills with a proactive and problem-solving attitude.
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Knowledge of local attractions and amenities is a plus.
Qualifications
Education
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High School Diploma, GED or equivalent
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Associate degree preferred
Skills
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Proficient in Microsoft Office programs including Word, Excel and Outlook
Abilities
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Ability to effectively communicate, both orally and in writing
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Ability to learn and use new software and tools
Experience
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2 years experience in Hotels, Vacation Rentals, Sales or Customer Service experience
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2 years sales and/or reservations teams experience
Working Conditions
This position operates in a professional work environment. This position will be a member of a call-center team or work remotely as a sales agent. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional travel to other regional offices may be required. All potential employees are required to pass a background check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows, and air-intake vents. This position requires employees to follow company dress code.
Physical requirements
This job is primarily performed at a stationary desk in an office and can be done sitting or standing. Lifting/moving requirements are generally 10 pounds or less. There may be occasional need to crouch, stoop and bend. Normal workdays are between eight and ten hours and overtime may be needed to fulfill job duties.
The preceding description is not designed to be a complete list of all duties and responsibilities required of the job. The company reserves the right to modify or change the job description at any time with or without notice. Employment is “at will”, and nothing in the job description should be construed as a contract for employment for any specified period of time.