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

• Mentor and encourage the reservations team to strive to provide superior customer service and train staff to up-sell other aspects of the marina.
• Empower the reservations team to answer customer questions and make appropriate decisions.
• Hiring, training, and supervising a world class reservations team.
• Maintain and fully understand the reservation software as well as third party booking sites.
• Working with the General Manager, design incentives to encourage reservations team to convert inquiries turning them in to bookings.
• Work closely with the General Manager to understand budgets, forecasted occupancies, and marketing strategy.
• Ensure that responsible business decisions are being made in order to remain financially responsible as a department.
• Maintain consistent communication with guests, housekeeping, maintenance and the General Manager.
• Maintain information on prices, strategies, rates, specials and packages.
• Schedule the reservations team while monitoring overtime
• Maintains a friendly, professional working relationship with co-workers, members, guests and vendors which promotes open lines of communication with all.
• Conduct secret shopper calls to reservations team to ensure customer service standards are met or surpassed.
• All other duties as assigned by management

Education And Experience

• Must be able to lead, motivate, and train the reservations team
• Must adaptable to a fast paced environment
• Ability to work independently or as a part of a team
• Call center team management experience
• Must have a high attention to detail
• Comprehension of hospitality mathematics
• Knowledge of Microsoft Office Software required, excel and Word
• Must have strong knowledge of reservation software and third party booking sites
• Must have excellent communication, interpersonal, time management, problem solving, and multi-tasking skills
• Enjoys providing exceptional customer service
• Ability to organize and prioritize work
• Must have flexible schedule to include working weekends and holidays during busy season;