Working under direction from the VP of Revenue Management & Reservations, this important revenue position is responsible for driving a dedicated team of reservations supervisory and sales staff to maximize resort revenue in the Transient (individual traveler) market segment.
The Reservations team is responsible for reservations made via the Internet and telephone call guest initiatives and are required to utilize multiple property management systems and manual data systems. In addition, the position ensures efficient and effective handling of guest/customer enquiries for in-room guest matters and telephone calls through the resort’s switchboard. This objective is achieved through the effective and efficient business planning, budgeting, organizing, staffing, directing and controlling of both the staff and the operation.
Additionally, focus is required to ensure outstanding customer service, enforcement of policies and procedures and proper reservation sales techniques/scripts designed to enhance overall hotel revenue ensuring optimal reservations sales agent productivity.