What are the responsibilities and job description for the Group Sales and Reservations Supervisor position at Great Smoky Mountains Railroad?
Description
Division/Department: Reservations
Job Title: Group Sales and Reservations Supervisor
Reports To: Reservations Manager
Type of position: Non-Exempt/ Hourly
Employee Classification: Regular
Location: Bryson City, NC
Compensation: $16-19 Hour, Plus Commissions
Job Summary:
Oversees Group Sales and serves as the company’s Group Sales Representative at regional group travel oriented trade shows, networking, creating, new relationship opportunities, presenting sales presentations, writing contracts, etc.
As a supervisor, you will maintain a smooth work shift in Depot and/or Reservations. Their role is to assist, facilitate, and ensure that Ticket Agents/ Reservationists are answering the phones and customer inquiries in a prompt, friendly, and professional manner whether in person or via phone or email.
Benefits Offered: The Great Smoky Mountains Railroad offers a comprehensive Medical/Rx, dental and vision package with company-funded H.S.A. (for qualified employees), Life/AD&D Insurance, Long/Short Term Disability coverage, a 401K with company-match and a generous PTO plan. SHA and Pass Exchange program for complimentary admission to area attractions.
Essential Duties and Responsibilities:
- Serve as the Group Sales Lead, generating new group partnerships and assisting with contacting.
- Make 3 outbound group sales calls and/or emails daily.
- Responsible for communicating and coordinating any special requests from tour groups or guests to other departments.
- Maintain and build relationships with tour directors, escorts, and group travel companies.
- Maintain calendar for special requests, cab rides, cabooses, ect..
- Supervise daily audit of all reservations made online or by phone, and make corrections, as needed.
- Resolve issues with customers regarding concerns, questions, etc.
- When needed, recommend an appropriate number of cars be added to accommodate additional riders.
- Assist with Charters, serving as liaison to other departments regarding availability, blocking off cars, etc.
- In the absence of personnel from the depot, reservations, parking, or cleaning, be prepared to fill in as needed for any shift.
- Responsible for supervision of reservationists on scheduled shift for expectations regarding courtesy, efficiency, responsiveness to customer needs, and adherence to company policy.
- Communicate with Managers concerning reservationist’s performance, both verbally and in writing.
- Report any customer concerns, safety, technical, or employee issues which need elevated to manager level.
- Supervise and coach reservationists in their duties with phone and online requests, reports, and voicemails.
- Distribute information to reservationists concerning policy/procedure updates, areas of focus and concerns, etc.
- Review all voicemails throughout the shift, assigning both reservationists and priority of response and supervising to completion.
- Other duties as assigned.
Requirements
Education, Skill, and Work Experience Requirements:
- Supervisory experience required.
- Must be able to work a flexible schedule with night, weekend, and holiday hours availability.
- Previous reservations software and cash handling experience preferred.
- Call center, reservations and multi-line phone system experience preferred.
- Must be able to communicate effectively in both written and spoken English, possessing good leadership and interpersonal skills with proven ability to manage people.
- Must be highly organized, able to handle multiple tasks simultaneously and supervise to completion.
- Must be able to interact effectively with coworkers/vendors/customers.
- Must have proficiency in Microsoft Office including Word, Excel, & Outlook.
Work Environment:
- Mostly office environment; standing, sitting for 7 to 10-hour shifts.
- Fast-paced team environment.
- The equipment used will include, but isn’t limited to, computer, fax, printer, multi-line phone system, 2-way radio communication, credit card machine and cash register.
Salary : $16 - $19
