Reservations Manager

Job Title: Reservations Manager

Department:  Reservations

Reports to: Director of Revenue Management and Vice President of Revenue Optimization

The Reservations Manager will be responsible for providing oversight and direction to the Reservations team to achieve daily and long-term goals in a fast paced inbound and outbound resort call center.

Primary Responsibilities:

• Actively recruit and retain top talent for the resort team.
• Responsible for achieving established Call Center productivity and quality levels.
• Manage Call Center Representatives; recruit, train, develop and maintain a results-driven team.
• Demonstrate solid team processes and relationships with Sales and Marketing and other Resort operational departments to ensure optimal knowledge-based customer service/support.
• Monitor staff and call monitoring data to ensure call quality (accuracy, demeanor and appropriate conformity to policies and minimization of errors).
• Establish and maintain positive communication and professional demeanor.
• Plan and communicate staffing levels to ensure proper coverage based on call volume.
• Develop Outbound Call initiative and coach team to perform

Next Level Duties:

• Motivate, coach and mentor team members to further develop competencies.
• Lead by example through a model behavior that is consistent with the Company’s values.
• Create and support an environment which fosters cooperation, respect and diversity.
• Monitor queues and track inbound calls. Keep all Call Center team members aware of inbound call volume, calls waiting, and abandonment rate, etc.
• Track all performance metrics.
• Effectively communicate all programs and all updates to the Call Center team members.
• Completes performance evaluations in a timely manner.
• Assists the Director of Revenue daily in all other Call Center functions as required.

Must Have Personal Qualifications:

• Prior supervisory/lead experience in a fast-paced Call Center preferred.
• Strong customer service skills required.
• Excellent communication skills (verbal and written) required.
• Ability to work in a high volume, fast-paced environment required.
• Bilingual fluency in English and Spanish preferred.
• Ability to work and get along well with others required.
• Proficiency in Microsoft related programs required.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.