Assistant Reservations Sales Manager

SUMMARY

Responsible for maintaining high levels of service.  Assist in creating, developing, motivating, and maintaining a strong reservations team. Focusing on overall team performance and being hands on to ensure the success of the operation while maintaining rate and revenue integrity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Train and manage a reservation team to perform superior guest service, superior job knowledge, complete understanding of S.M.S. and the ability to sell. Assist with new hire training.
  • Ensure up to day accuracy with Reservations Training Manual
  • Help to prepare New Hire Training Agenda
  • Assist with SMS Training
  • Roleplay with new Reservation Sales Agents to ensure confidence prior to official GO-LIVE
  • Assist Reservation Sales Manager with training on Revinate best practices.
• Check reservation output of work to guarantee accuracy, no dupes, and correct rates.
• Completes weekly department schedule (no later than Thursday).
• Adhere to the Forbes/Preferred Standards and ensure that staff follows through with them.
• Knowledge of all advertising promotions from Sales & Marketing.
• Conducts training with the individual reservations agents on operations and follow through of each the package as well as providing hotel with SOP. 
• Create new rate codes in SMS as they are introduced. Ensure interfaced properly to SynXis.
• Check General Availability for High Occupancy days & Room Types.
• Reconcile monthly OTA and TA commission.
• Follows up with any guest related questions or issues to assure guest satisfaction is met.
• Quick response needed for follow up with employee related questions, concerns, or job performance issues. 
• Gives input to create and implement an on-going training and incentive program.
• Strong dialogue with Front Office team to ensure guest requests and needs are met and communicated in a timely manner.
• Assists Reservation Sales Manager with training, planning, assigning, and directing work.
• Assist Reservations Sales Manager providing feedback on the reservations staff job performance, addressing complaints, and resolving problems.
• Assist with Monthly Team Meetings.
• Weekend Leadership coverage during high-occupancy time periods. 
• Handles reservation calls by phone, fax, e-mail, mail, internet, as needed.
• Liaison between Wholesale partners and hotel.
• Detailed knowledge of contracted net rates, packages, and promotions offered.
• Knowledge of resorts contracted wholesale account names, and corresponding rate sets assigned individually.
• Maintains and updates wholesale accounts, rates, files, and directory.
• Accurately loads package net rates via computer system (Springer-Miller).
• Review Ageing report daily.
• Meet with clients in person when needed and participate in Fam Trips when necessary.
• Overviewing Wholesale reservations are being handled in a timely manner and payment are received according to contract.
• Assists wholesalers, and staff with inquiries or concerns; follows-up to completion.
• Generates and maintains monthly Wholesale Production Reports.
• Submit wholesale closeouts to the Director of Revenue for approval and distribute approved stop-sells to wholesale accounts.
• Communicates all special wholesale notices and/or inquires as certain, promotions, and/or important information to reservations staff/resort staff when required.
• Consistently communicates with Accounting, Reservations Sales Manager, Director of Revenue, and Director of Sales.
• Attends meetings when required.
• Reviews and solves pre and post discrepancies to completion.
• Establish rapport and relationship with accounts.
• Assist with Group related items. i.e. Group blocks set up in SMS, online booking links and more.
• Other duties and responsibilities may be assigned. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Highly detail-oriented with excellent communication and organizational skills.
• Articulate, self-motivated, energetic team-player.
• Confident, well-groomed, pleasant telephone and personal disposition.
• Experience working with SMS (Springer-Miller) is preferred Microsoft Excel, Microsoft Word, Outlook email.
• Proficiency in speaking and writing in English and Spanish is preferred.
• Excellent time management and multi-tasking skills
• Must be able to work under pressure and take initiative as business levels dictate.
• Four-year degree in Hospitality or another business-related field.

REQUIREMENTS

• Physical demands
  • While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk, and hear.
  • The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls.

• • Position may require reaching with hands and arms.
• Communication
  • Ability to communicate, both verbally and written, effectively with guests, vendors, and co-workers.
  • Must read, write, and speak the English language fluently.
  • Knowledge of Spanish helpful
• Computer skills
  • Strong Microsoft Office skills with emphasis on Excel

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform in this environment. The noise level in the work environment is usually moderate.