Reservations Manager

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Our policy prohibits discrimination on the basis of age, race, color, religion, sex, sexual orientation, national origin, citizenship or disability in accordance with all applicable federal and state laws. We are an equal opportunity employer. We are a smoke-free and drug-free working environment.

POSITION: Reservations Manager

LOCATION: Catalina, AZ 85739 

Job Summary: The Reservations Manager is responsible for creating and developing a high-performing, sales driven call center environment focused on exceeding guest expectations and revenue goals.

Essential Duties:
  • Create a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.
  • Leverage room inventory, maximize average rate and up-sell resort services and amenities through hands-on coaching and feedback to achieve company conversion, revenue and guest service goals.
  • Ensure a positive pre-arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.
  • React responsively to trends and changes in market conditions by adjusting selling strategies relative to business needs.
  • Data tracking, reporting and auditing relevant information
  • Forecasting call volume and determining best sales strategy of resort products
  • Responsible for upholding Miraval departmental standards and practices.
  • Implement and manage all processes related to the effective handling of inbound guest calls.
  • Ensures effective resolution of service issues with a proactive approach to guest needs.
  • Convey information, both written and verbal that is clear, precise, and understandable by all levels.
  • Respond timely to requests for information and assistance from guests, agents and other resort employees.
  • Understand and be able to develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department.
  • Completing schedule for reservations agents
  • Effective budget and P&L management
  • Maintain PMS and all other booking systems
  • Regularly recognize and reward agents for excellent performance
  • Other duties and responsibilities as assigned

Qualifications:

Minimum of 2 years of managerial experience in a hotel reservations call center environment preferred

Advanced technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (Agilisys/Visual One preferred) 


Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents

Previous experience in development and delivery of training information

Bachelor’s degree in sales, marketing or other business related field

Proactive approach to guest service needs and resolution

Exceptional time management, detail and organizational skills

High level of computer capability

Full Time Benefits Include:

  • Medical, dental and vision plan
  • 401(k) plan with 25% employer match
  • Paid time-off
  • Resort and Spa discounts
  • Use of resort programs and facilities
  • Company paid STD, LTD and Life Insurance

I UNDERSTAND THAT IF I AM EMPLOYED, ANY MISREPRESENTATION OR MATERIAL OMMISSION MADE BY ME ON THIS APPLICATION WILL BE SUFFICIENT CAUSE FOR CANCELLATION OF THIS APPLICTION OR IMMEDIATE DISCHARGE FROM THE EMPLOYERS SERVICE, WHENEVER IT IS DISCOVERED. I GIVE THE EMPLOYER THE RIGHT TO CONTACT AND OBTAIN INFORMATION FROM ALL REFERENCES, EMPLOYERS, EDUCATIONAL INSTITUTIONS AND TO OTHERWISE VERIFY THE ACCURACY OF THE INFORMATION CONTAINED IN THIS APPLICATION. I HEREBY RELEASE FROM LIABILITY THE EMPLOYER AND ITS REPRESENTATIVES FOR SEEKING, GATHERING AND USING SUCH INFORMATION AND ALL OTHER PERSONS, CORPORATIONS OR ORGANIZATIONS FOR FURNISHING SUCH INFORMATION. THE EMPLOYER DOES NOT UNLAWFULLY DISCRIMINATE IN EMPLOYMENT AND NO QUESTION ON THIS APPLICATION IS USED FOR THE PURPOSE OF LIMITING OR EXCUSING ANY APPLICANT FROM CONSIDERATION FOR EMPLOYMENT ON A BASIS PROHIBITED BY LOCAL, STATE OR FEDERAL LAW. THIS APPLICATION IS CURRENT FOR 6 MONTHS. AT THE CONCLUSION OF THIS TIME, IF I HAVE NOT HEARD FROM THE EMPLOYER AND STILL WISH TO BE CONSIDERED FOR EMPLOYMENT, IT WILL BE NECESSARY TO FILL OUT A NEW APPLICATION. I HEREBY UNDERSTAND AND ACKNOWLEDGE THAT UNLESS OTHERWISE DEFINED BY APPLICABLE LAW, ANY EMPLOYMENT RELATIONSHIP WITH THIS ORGANIZATION IS OF AN AT WILL NATURE WHICH MEANS THAT THE EMPLOYEE MAY RESIGN AT ANY TIME AND THE EMPLOYER MAY DISCHARGE EMPLOYEE AT ANY TIME FOR ANY REASON. IT IS FURTHER UNDERSTOOD THAT THIS AT WILL EMPLOYMENT RELATIONSHIP MAY NOT BE CHANGED BY ANY ORAL STATEMENT OR WRITTEN DOCUMENT OR BY CONDUCT UNLESS SUCH CHANGE IS SPECIFICALLY ACKNOWLEDGED IN WRITING BY AN AUTHORIZED EXECUTIVE OFFICER OF THIS ORGANIZATION. THE EMPLOYMENT CONFERS NO CONTRACTUAL EMPLOYMENT OR ANY GUARANTEE OF CONTINUED EMPLOYMENT.

I UNDERSTAND IT IS THIS COMPANYS POLICY NOT TO REFUSE TO HIRE A QUALIFIED INDIVIDUAL WITH A DISABILITY BECAUSE OF THAT PERSONS NEED FOR A REASONABLE ACCOMMODATION AS REQUIRED BY THE ADA.

I ALSO UNDERSTAND THAT IF I AM HIRED, I WILL BE REQUIRED TO PROVIDE PROOF OF IDENTITY AND LEGAL WORK AUTHORIZATION. I ACKNOWLEDGE THAT THE COMPANY MAY REQUEST PRIOR TO EMPLOYMENT THAT I UNDERGO A MEDICAL EXAM OR DRUG TESTING, AND I CONSENT AND AGREE TO ANY SUCH EXAM, IF REQUIRED, NOW OR IN THE FUTURE. I UNDERSTAND THAT WHEN PRE-EMPLOYMENT DRUG TESTING IS REQUIRED, A SATISFACTORY RESULT IS A CONDITION OF EMPLOYMENT. THE COMPANYALSO REQUIRES POST-ACCIDENT DRUG/ALCOHOL TESTING.

By clicking the next button below, I represent and warrant that I have read and fully understand the foregoing and seek employment under these conditions. If I do not fully understand, I will choose to click the cancel button below.



 
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