Assistant Reservation Manager

Additional Information: This hotel is owned and operated by an independent franchisee Mainsail Lodging. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

Job Description Summary

The objective of this position is to manage and lead our team of Reservation Sales Agents by managing calls and email as well as the day to day operations of a hotel reservation call center. The position will work closely with the Director of Call Center Operations by managing all the computer systems we use as well as achieving customer and associate satisfaction

What you have

EDUCATION/FORMAL TRAINING
High School diploma or equivalent. Further education is desirable.

EXPERIENCE
Must have two to three years of supervisory and or management experience. Hotel front office and/or reservations experience preferred. Customer Service or Call center experience preferred. Revinate CRM Marriott experience to include MARSHA and OPERA PMS LIGHTSPEED PMS preferred. Vacation Rental knowledge and software a plus.

What youll do

Supervise & Motivate the Call Center Team

Assist in weekly staffing schedules when necessary
Assist in setting incentive goals measure and celebrate results
Lead and develop RSAs making them feel welcome comfortable and important
Motivate and inspire the RSAs
Lead/Coach/Counsel

Monitor sales call and provide necessary training/coaching
Participate in ongoing training at the leadership level as well as RSA level
Align with Sales to provide supporting service
Review recorded calls when necessary and provide assistance/feedback
Acts as a liaison when necessary between property & corporate call center
Identify and resolve customer service issues using all resources provided as well as communicating with internal staff to ensure that all guest issues are resolved or directed to the appropriate resource

Sales

Responsible for achieving sales goals for the company and the department
Act as an overflow reservation agent based on call volume
Assist in management of reservation email and voicemail
Assists in management of Owner & Employee reservation email
Ensure sales strategies and rate restrictions are being met
Constant communication with Corporate Director of Revenue Cluster Revenue Manager Cluster Group Housing Manager Director of Call Center Operations Reservation Manager Sales staff Front Desk staff Managing partners
Frequent communication with other hotel/corporate office staff.
Hotel guests and vendors.

Physical Demand

Long hours sometimes required
Position requires full range of physical abilities including moving throughout the buildings accessing all spaces.
Medium workExerting up to 20 pounds of force occasionally force frequently or constantly to lift carry push pull or otherwise move objects
Ability to sit during entire shift

Mental Demands

Analytical/Critical thinkingThe ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths weaknesses and consequences of alternative solutions and approaches to solving problems. The ability to add subtracts multiply and/or divides quickly and correctly
Basic Computer skills using basic computer hardware and software (e.g. personal computers Microsoft Office software internet browsers etc.)
Job Specific computer skills using computer hardware and software specific to job e.g. MARSHA EMPOWER Reservations Revinate CRM Opera PMS Lightspeed PMS One Yield Workday HR & Payroll system
Oral comprehension the ability to listen to and understand information and ideas presented through spoken words and sentences
Reading Comprehension Understanding written sentences and paragraphs in work related documents
Revenue Managementknowledge of total revenue management concepts processes and strategies (including sales cycles and trends account management pricing and inventory management)
Writing communicating effectively in writing as appropriate for the needs of the audience
Adaptability ability to effectively adjust to major changes in work tasks or the work environment
Aligning Performance for success skilled at focusing and guiding other in accomplishing work objectives including delegating when appropriate.
Building a Successful team skilled at building a cohesive team and facilitating goal accomplishment
Building trust ability to interact with others in an honest fair and respectful way; giving others confidence in ones intentions and those of the organization
Communication skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message
Customer Focus ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers needs
High work standards sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignment or tasks
Planning and organizing skilled at establishing courses of action for self and others to ensure work is completed efficiently
Problem Solving/Decision Making ability to identify and understand issues problems and opportunities; using effective approaches for choosing a course of action or developing solutions

Fulltime Associate Benefits

Medical Dental & Vision HSA & Flexible Spending Account Options Basic Life & Disability Plan Options 401K Retirement Plan Paid Time Off Holiday Pay Career Training & Development Opportunities Tuition Reimbursement Bereavement Leave Employee Assistant Program (EAP) Jury Duty (May vary by state) Employee Discounts Employee Referral Bonus Free meal for all fullservice hotel employees

Parttime Associate Benefits

All abovelisted benefits except for Medical Insurance and Holiday Pay

This company is an equal opportunity employer.

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