Oversee day-to-day reservations sales process, operations, inventory, and administration duties. This includes monitoring standard of performance for all reservations functions, on-going training and coaching, assisting in the administration of electronic marketing and overseeing the pre-arrivals coordination process, while maintaining full knowledge of resort accommodations and amenities. Act as a liaison between all operational departments. Ensure clear and effective communication between parties, enhancing the resort’s reputation, maximization of revenue, and the highest level of guest service.

• Complete new hire training, ongoing training and monitoring of team, with the assistance of Aspire, Navis, Passkey in order to ensure call criteria standards and revenue goals are being met.
• Support daily Reservation Sales agent development.
• Assist in developing the department’s training plan and participate in Aspire sales training program.
• Maintain statistical tracking as it relates to department productivity.
• Ensure all requested changes for group blocks are completed in a timely and efficient manner, with responses back to requestor.
• Participate in the interview process for all Reservation Sales Agents prior to hiring.
• Develop both short and long terms goals relating to interpersonal development and departmental improvement in all members of the department.
• Analyze inventory and rate strategy to assist Revenue Team in selling strategy.
• Assist with planning and facilitating team meetings and daily debriefings.
• Receive and handle guest complaints and ensure corrective action is taken to resolve.
• Monitor responses to all guest inquiries by phone, email and fax.
• Interface with Accounting as needed on billing, routing, and commission issues.
• Interface with other departments such as Front Desk, Concierge, and Housekeeping to ensure guest needs are being met.
• Ensures fair rotation of assignments between reservations team members
• Handles special details, such as rates, alerts, room blocking (RTC, Origin, Specials, Features, etc.) billing, comments, and VIP guests.
• Supply information on all groups booked by the Sales Department to reservations enabling the agents to properly give information and take reservations. Insures that the correct group sales process is in place and complete, accurate guest data is obtained. 
• Participates in weekly group pick up meeting with Director of Revenue Optimization, Conference Services Managers, Director of Sales, and Reservations Management team.
• Attends group pre-convention meetings.
• Create plan with Front Office team for groups causing oversold situations, to ensure accommodations for all reserved reservations.
• Use special record keeping procedures that involves intense administration and attention to detail.
• Recognize errors in recorded information and corrects information.

Additional Duties & Responsibilities:

• Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third party sites into property management system in a timely manner to resort established standards.
• Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Ensure proper booking information is recorded for each reservation and according to resort standards.
• Greet guests upon arrival if requested.
• Collect and process deposits and final payments for confirmed bookings.
• Print reports and traces to audit reservations and ensure a satisfactory guest experience.
• Keep current with all communication and departmental changes. 
• Input rooming lists accurately per the instructions of the Group Rooms Coordinator, insuring that name spelling, billing, dates, and specific requests are accurate.
• Assist in recognizing and maintaining relationships with repeat groups and top producing travel agents.
• Serve as backup to the front desk, guest relations, reservations, and call center when needed.
• Assist sales department when necessary and maintain communication regarding groups and special offers.
• Maintain a neat, clean, and safe work environment.
• Periodically attend meetings as a representative of the Reservations Department.
• Develop, update, and maintain Standard Operating Procedures.
• Use personal judgment and specializes knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

• Speak English clearly with poise and confidence using correct English and a well-modulated voice.
• Successfully work independently and in a team setting
• Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Be fair to all team members.
• Read and interpret business records and statistical reports.
• Use mathematical skills to interpret financial information.
• Understand the government regulations covering business operation.
• Make business decisions based on production reports and similar facts.
• Plan and organize the work of others.
• Write reports with proper format, punctuation, spelling and grammar, using all parts of speech.
• Write business letters, summaries, and reports, using prescribed format, and conforming to all of punctuation, grammar, diction, and style.
• Adequately position Terranea Resort to sell rooms and amenities.
• Use personal judgment and specializes knowledge to give information to people.
• Analyze and interpret established policies.
• Change activity frequently and cope with interruptions.
• Accept full responsibility for managing an activity.
• Advanced proficiency with Microsoft Office and Excel documents.
• Able to type 35 w.p.m.

Experience, Education, & Licensure:

• 2+ years of on-property hotel revenue management and e-commerce discipline focus.
• Extensive hotel experience with Excel.
• Bachelor degree with hospitality and/or e-commerce specialization preferred, but not required.
• Experience and knowledge of Delphi, SMS & Synxis is preferred.
• Certified Revenue Management is preferred, but not required.

Compensation:

Base Pay Start Rate: $28.20/Hr.

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

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