Reservations Manager (Onsite/Hybrid)

Overview

The primary responsibility of this position is to assist in day-to-day operations and administration of the Suncadia Reservations office. This includes monitoring standard of performance for all reservation functions, participating in new hire and ongoing training.  As a four-diamond resort property, the Reservations Manager will ensure all reservation are processed in an efficient and highly customer service-oriented manner. This position also requires the ability to maintain an upbeat, positive and professional demeanor in a busy and/or changeable office atmosphere.

Onsite/Hybrid: This is position open to Onsite/Hybrid candidates based in Washington State. Due to the in-person nature of our business, however, ideal candidate would be available to be full-time on-site or have a hybrid work arrangement.

Annual Salary Range: $65,000.00 - $79,000.00 (annual salary is a target based on a 45-hour work week).

There's no place like Suncadia.

A premier all-season resort, Suncadia is tucked away on the sunny slopes of the Cascade mountains and offers guests three distinctive choices in hotel, Inn and private home accommodations. With more than 6,000 acres of forested mountain landscape, Suncadia features 40 miles of hiking and biking trails, thirty-six holes of golf, a luxury spa, and the 2.2 million-acre Wenatchee Washington National Forest right next door. Plus, unparalleled activities like outdoor concerts, fine dining, swimming, and more. 

Why join our team?

It takes a balance of innovators, relationship builders, and risk-takers to showcase the magic of Suncadia. There’s no one like you, and the individuality of our associates is central to our success. We value integrity and seek service-minded individuals who are passionate about delivering greatness. Sound like you? Join us and enjoy the benefits of being on our team.

• Benefits: Full-time employees are eligible for medical, dental, vision, 401k (with a company match!) benefits, and more
• Perks: Enjoy free golf, discounts on resort retail and food & beverage, and more!
• A Balanced Life: Full-time team members are eligible for 2-weeks of PTO and holiday pay in their first year
• Travel is good for the soul: Experience destinations around the country with team member hotel discounts
• Growth: Opportunities for internal career growth and expansion
• Celebrate: Monthly team member gatherings, quarterly events, and the legendary Team Member Golf Tournament
• Be Part of the Magic: Trust us, seeing a first-time guest take in our Cascade views never gets old

*Some benefits may vary based on job classification

Responsibilities

• Complete hiring, onboarding, training and ongoing training for all team members.
• Support daily reservation agent development by helping monitor, evaluate and coach reservation calls. Follow up with reinforcement of sales techniques.
• Assist in developing the department’s annual training plan and participate in ongoing Revinate training. Implement weekly/monthly activities to support this plan.
• Monitor the reservation staff via our NAVIS Revinate tool to ensure all agents are complying to Suncadia standards.
• Daily audit previous days non-bookings and help team to overcome any barriers to optimize revenue.
• Work closely with the front desk at Suncadia to ensure that special guest requests are handled appropriately and in a consistent manner.
• Take reservations calls, as needed, and make reservations in an efficient and customer focused manner to achieve Four Diamond guest service.
• Assist our reservation agents in problem resolution with guests. Ensure corrective action is taken to exceed guest expectations.
• Assist in daily inventory management across all reservation platforms, including balancing the house prior to handoff to Front Desk, including resolving oversells through outbound calls to guests.
• Interface with the Revenue Team to communicate yield strategy changes to the reservation team.
• Monitor and respond to guest emails in an appropriate manner. Manage the internal guest waitlist.
• Communicate and complete accurate reservations statistical reporting.
• Monitor NAVIS Revinate system to ensure service levels and abandonment ratios are at standard.
• In conjunction with the Director of Revenue, develop and promote the monthly reservation incentives. Incentives will be based on areas where performance improvement and/or sales goals are needed.
• Ensure accuracy of all details for reservation entered into Revinate, Reserve, and Springer Miller System through audits.
• Interface with Accounting as needed on billing and commission issues.
• Lead the interview process for all new hires to the reservation team
• Oversee scheduling to ensure incoming call volume is handled in an appropriate manner, while ensuring budget guidelines are met.
• Coordinate with the Revenue Manager to ensure accuracy of Group reservations and communication of group booking details for call-in groups.
• Participate in revenue strategy meetings to communicate Reservation Metrics & Performance.
• Set and achieve a monthly conversion goal for the reservation team.
• Responsible for discipline and corrective action as needed for reservation agents.
• Maintain a positive team culture, including planning and hosting quarterly teambuilding activities.
• Review and approve payroll for reservation agents managing team time clock, PTO and other requests.
• Manage department expense budget and forecasts.
• Once a quarter, be a guest at Suncadia to become familiar with property and all offerings to accurately and descriptively sell to our guests.
• Be present on property for leadership meetings, onboarding and training of new hires, teambuilding meetings, and as requested by management to ensure a connection to the property and onsite team.
• Participate in 1-2 annual offsite overnight trainings or conferences, as invited by property, to enhance professional development and stay updated on industry trends and best practices.
• Set the department standard with impeccable attendance practices.
• Due to the cyclical nature of the hospitality industry, Suncadia professionals may be required to work varying schedules to reflect the needs of the property.
• Maintain a professional appearance.
• Other duties as assigned.
• Monthly incentive plan available after training.

Qualifications

• Strong working knowledge of Navis and Springer Miller Systems preferred.
• Previous supervisory/management experience.
• 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 thrive and succeed in a fast-paced, demanding work environment.
• Ability to use office equipment in an efficient and effective manner.
• Strong organizational skills.
• Strong computer skills including proficiency with Microsoft Office software suite.
• Ability to read and comprehend instructions and create correspondence and memos.
• Ability to work as a team-player and accept assignment from multiple individuals

#SuncadiaResort

Salary : $65,000 - $79,000