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Reservations Manager

Company: Camelback Resort
Location: Bartonsville
Posted on: June 24, 2022

Job Description:

Job Title: Reservations ManagerDepartment: Reservation Sales/Call CenterReports to: Director of Reservation SalesThe Reservations Manager is responsible for overseeing the day-to-day operations of our call center to support our talented Reservation Sales Agents ensuring high efficiencies and call quality to achieve overall departmental key performance indicators (KPIs).Primary Responsibilities:

  • Responsible for achieving department's daily KPIs by using tools provided such as ACD, staffing and scheduling models and 7 Essentials
  • Monitor and manage the Reservation Sales Agents including recruitment, training & development, application of the 7 Essentials and call monitoring
  • Demonstrate solid team processes and relationships with Sales and Marketing and other Resort operational departments to ensure optimal knowledge-based customer service/support
    Next Level Duties:
    • Conduct audits of reservation accuracy and completeness to ensure proper tracking and appropriate conformity to policies and minimization of errors collaborate with Rooms Control)
    • Be available to answer calls during need times to ensure achievement of daily KPIs
    • Identify training needs and ensure appropriate training is coordinated and provided according to each individual agent needs
    • Using tools provided by Director of Reservation Sales, plan and communicate staffing levels to ensure proper scheduling based on call volume
    • Handle customer complaints as needed and appropriate
    • Other duties and/or projects as assigned from leadership
      Must Have Personal Qualifications:
      • Ability to effectively deal with internal and external guests
      • Ability to exercise good judgment in making decisions
      • Prior supervisory/lead experience in a fast-paced Call Center or front office preferred
      • Positive and solution-oriented attitude with the ability to prioritize multiple tasks
      • Must work well with others and work across departments
      • Strong customer service skills
      • Excellent communication skills (verbal and written)
      • Proficiency in Microsoft Office Suite
      • Must have work schedule flexibility
      • Thrives in a competitive environment that celebrates individual and team successes
        More About Camelback:Voted #1 Indoor Waterpark in the USA and #1 Ski Resort in Pennsylvania, Camelback Resort encompasses more year-round amenities than any other mountain resort in the country; adventure on the zip lines, ropes course, mountain coaster and more with fun for the entire family.We are seeking enthusiastic and energetic individuals to join our team. Camelback Resort offers competitive wages, generous benefits (including health insurance, vacation, and 401K), and INCREDIBLE PERKS; such as complimentary access to Camelbeach, Aquatopia, and over 15 area amusement parks and attractions. Don't waste time; apply today!This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.

Keywords: Camelback Resort, Bethlehem , Reservations Manager, Executive , Bartonsville, Pennsylvania

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