The Reservations Assistant Manager is responsible for the oversight and supervision of the daily operations of the Reservations department; including training, coaching, mentoring, cultivating, and motivating a team of professionals to effectively maximize profit for the hotel. This position requires the ability to maintain an upbeat, positive, and professional demeanor in a busy and/or changeable office atmosphere. Maintain effective relationship with Director of Reservations to best assist with training, reporting, team culture, etc.

The Reservations Assistant Manager will always conduct him/herself in a manner that supports Everline Resort & Spa Core Values. The Reservations Assistant Manager will strive to always provide exceptional service to both internal and external guests. S/he will be responsible for exemplifying the Everline Resort & Spa Culture as well as promoting Everline Resort & Spa as both the Destination and Employer of Choice!

About Everline Resort & Spa

Located in California’s Olympic Valley, Everline Resort & Spa provides a premier mountain getaway to North Lake Tahoe. The resort offers a year-round destination with ski-in/ski-out access to Palisades Tahoe, the third largest ski resort in North America, a championship golf, relaxing spa treatments and a wide range of recreational activities. Our sophisticated lodge environment perfectly complements its rugged surroundings and reflects the spirit of the region.

Our on-site restaurant options include casual dining at Sandy’s Pub, breakfast cuisine at Cascades, a cozy coffeehouse and marketplace at Bearshine Café, delicious Asian-inspired comfort food at the Iron Road Noodle House, and fine dining at Six Peaks Grille. Additional resort amenities comprise our heated swimming pools open year-round, a 150-foot water slide, scenic hiking and biking trails, fly-fishing and cross-country ski centers, and a private ice-skating rink that is available to guests throughout the winter season.

Everline Resort & Spa takes inspiration from the distinct history and experience of the property and is a nod to the historic rail lines that connected throughout the area.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Discounted Palisades Tahoe Ski Pass
• Food & beverage, retail, and spa discounts
• Free rentals on ski gear, ice skates, Nordic skiing, and golf course access
• Discounted rooms at Hyatt and CoralTree Properties
• An employee assistance program.
• Paid sick time.
• Participation in a 401(k) plan with a company match.

• Play a key role in team development and provide timely feedback as necessary.
• Supervise, train and motivate department employees to thoroughly understand all their duties and responsibilities.
• Complete daily and monthly reports reflective of reservations activity, call conversion, and call abandonment.
• Assist in planning and facilitating monthly Reservations department meetings.
• Assist in managing individual performance of staff, including 90-day and annual evaluations, coaching, and counseling.
• Assist in annual training and development of Reservation Sales Agents
• Ensure all departmental procedures and standards are consistently followed. Complete monthly call quality recording & coaching.
• Create KPI goals and communicate expectations to the Reservation Sales Agents
• Maintains a strong understanding of Everline Resort & Spa and the Lake Tahoe area alike
• Assists team with knowledge of resort activities and amenities for up-selling to maximize night stays and maximize revenue.
• Resolves guest problems and is empowered to act in absence of manager.
• Training of all new associates: Resort Information, Aspire Sales Training, Software Training, etc.
• Assist the Manager of Reservations with hiring and onboarding.
• Ability to read, manage, and make suggestions from reports out of Revinate.
• Model and coach a positive attitude, a calm and professional demeanor, and always create a respectful atmosphere in the Reservations Office.
• Assist the GRC and Reservations Manager with all group booking processes, including building groups.
• Auditing and scoring reservation calls to ensure conversion is accurate.
• Answer incoming reservation sales calls when staffing/call volume dictates need.
• Maintain standards within the Reservations Department which will include the maintenance of Standard Operating Procedures as processes change.
• Monthly tracking of lead follow-up
• Responsible for scheduling monthly Reservations Schedules and adhering to Predictive Scheduling
• Ensure accuracy of all details for reservations through daily audits and reports
• Notify the Manager of Reservations/Revenue Team of rate discrepancy, oversell, or pattern management.
• Update stop sell calendar weekly.
• Oversee the entry and fulfillment of VIP, Prive, and other travel agent reservations.
• Assist in daily inventory management across all reservation systems.
• Assist reservation agents and GRC in problem resolution with guests, ensuring corrective action is taken.
• Work closely with the front desk team to ensure that special guest requests are handled appropriately and in a consistent manner.
• Assist the Manager of Reservations with any other duty assigned.

• Strong working knowledge of Springer Miller, Reserve, and Revinate preferred.
• 2 years reservations experience
• Previous supervisory experience preferred.
• Must be able to type 35 words a minute.
• High school graduate or equivalent
• People person – must possess a professional, positive presentation and strong motivation to provide exceptional customer services.
• Ability to use office equipment in an efficient and effective manner.
• Strong computer skills including proficiency with Microsoft Office software suite.

Physical Requirements and Working Conditions

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to walk, talk, see, and hear. Must be capable of sitting 90% or more of a normal 8 hour work shift. Must be capable of carrying, lifting. pushing or pulling up to 10 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus. Must be capable of answering phones and using a computer.
• While performing the duties of this job, the employee will be exposed to indoor working environment. The noise level in the work environment is usually low.

Salary Wage: $68,650/yr