Assistant Reservation Manager

• 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 RSA’s making them feel welcome, comfortable and important
• Motivate and inspire the RSA’s
• 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
• 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

• High School diploma or equivalent
• Further education is desirable
• 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

Vacation Rental knowledge and software

• 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 full-service hotel employees