Core Reservations Center Manager

Staypineapple is a brand of upscale, award-winning boutique hotels in coveted locations nationwide. We are all about redefining hospitality and inspiring out-of-the-ordinary experiences for our guests. As we rapidly expand, we are looking for team members who love to make a difference in the lives of others. If you want to be part of a far-from-stuffy company that is dynamic and fun with lots of opportunities, this is the place for you.

Who we’re looking for:

CORE RESERVATIONS CENTER MANAGER FOR OUR CORPORATE OFFICE IN BELLEVUE, WA.

The Core Reservations Center Manager is responsible for creating an outstanding guest service and reservation experience for current and future guests. The Core Reservations Center Manager will train and coach CRC Assistant Managers and Supervisors to effectively lead processes and guest service. Additionally, this position is key in implementing and improving class standards in customer service, providing training and resources, and analyzing/resolving guest issues.

What to expect:

Here are a few things that will make your days full and rewarding:

1. Train and coach CRC Team to effectively lead processes and guest service.
2. Own the management of post booking group activities such: room listings, meeting planner interactions, updating resumes, handoff to onsite operations.
3. Be a user expert of our property management, sales and reservation systems.
4. Establish and maintain benchmarks for call center best in class guest service and call handling.
5. Own all processes relative to the Staypineapple guest experience to include:
   1. pre-arrival, arrival and check-out
   2. responsible for training, audit & compliance of property management and reservation systems to cover: reservation entry, billing routing, rate audits, check-in and check-out processes, closing folios
6. Analyze, investigate and resolve guest issues – address short-term gaps and address issues to implement long-term solutions.
7. Manage all aspects of ICON team. Workflow, hours, training and billing.
8. Working with revenue team to establish and monitor procedures to ensure inventory is optimized through the reservation and booking processes.
9. Provide training and resources to hotel front office teams to ensure consistency of guest experience across Staypineapple.
10. Work closely with IT and Operations to establish and implement processes relative to property management system and central reservations system for new hotel openings, to ensure a seamless, outstanding reservation through check-out process.
11. Assist in monitoring and clearing AR accounts in MEWS.
12. Support operations team as a subject matter expert on MEWS and THYNK.

Your experience and qualifications:

1. Hotel front office or reservations call center management experience preferred.
2. Proven ability to effectively lead people with diverse backgrounds.
3. Demonstrated track record of outstanding customer service.
4. Property management system expertise.
5. Project management system expertise.
6. Excellent organizational, interpersonal and administrative skills.

Why us?

As a growing company, Staypineapple offers plenty of opportunities. If you love making a positive impact on the lives and experiences of others, join our team. Plus, we offer:

• Excellent pay & benefits (including medical/dental/vision insurance, 14 days of PTO, 8 paid holidays, 401(k), life insurance, disability insurance and pet insurance)
• Hotel discounts
• Food & Beverage discounts
• Learning & growth opportunities
• Special events & celebrations

Pay: $78,000.00 - $80,000.00 per year

Status: Full Time

Salary : $78,000 - $80,000