Reservations Sales Manager (YRFT)

at  Crystal Mountain

Job Summary
The Reservation Sales Manager’s primary responsibility is to drive revenue through effective management of the reservations process. Those processes include improving agent lead conversion through coaching and managing staffing levels to optimally capture as many reservations as possible.

Job Duties and Responsibilities

• Oversee the daily operation of the Reservation Sales department to include switchboard operations.
• Ensure the accuracy of lodging rates, packages, services, special promotions and unit availability in both the internal reservations system and online distribution channels.
• Assist the Revenue Manager with yield management by monitoring and analyzing occupancy levels, room types, promotions, restrictions, building & changing rates for pricing, billing, packages & minimum night stay requirements, etc.
• Manage lodging rates, packages and room blocks (when applicable) for all internally sponsored events and promotions.
• Assist Property Management with owner lodging revenue inquiries & revenue redistribution, special owner requests, trades, etc.
• Monitor complimentary room use policies and RCI reservations. Maintain and consistently review departmental log books to include comp book, tape chart, daily reports, etc.
• Manage and analyze data and prepare relevant reports on a reoccurring schedule.
• Actively participate in appropriate resort meetings.
• Responsible for interviewing and hiring new employees as well as documenting performance and discipline of employees.
• Coordinate and implement training for new and current reservation sales agents and switchboard operators and assist other departments with ongoing SMS training.
• Lead team to ensure all the resort’s key service standards are being met by measure of guest satisfaction ratings.
• Utilize REVINATE best practices.
• Perform regular coaching and evaluation to promote skill development and maximize departmental and employee performance.
• Efficiently manage the reservation sales team to achieve service level and abandonment goals, including forecasting and scheduling.
• Investigate, resolve, and respond, in oral or written form, to customer inquiries regarding problems with agents, reservations, or billing.
• Manage departmental budget, including incentive plans and staff compensation. Transmit information to the payroll department in a timely fashion.
• Maintain and organize all internal and external departmental communication.
• Answer reservation phone calls when needed.
• Other duties as assigned.

Job Specifications

PHYSICAL & OTHER REQUIREMENTS:

• While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and /or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Ability to work flexible schedule to include weekends and holidays
• Non-smoking candidates preferred.
  Crystal Mountain is an equal opportunity employer that is committed to diversity and inclusion in the workplace. 2020 Bronze Level Veteran Friendly Employer.
  Established in 1956, Crystal Mountain is a family-owned, four-season resort destination located 28 miles southwest of Traverse City and a short drive from Sleeping Bear Dunes National Lakeshore. The resort features lodging, dining, downhill and cross-country skiing, two championship golf courses, shopping, award-winning Crystal Spa, Michigan’s only alpine slide, the Park at Water’s Edge, Michigan Legacy Art Park, weddings and a conference center. Visit www.CrystalMountain.com

• Oversee the daily operation of the Reservation Sales department to include switchboard operations.
• Ensure the accuracy of lodging rates, packages, services, special promotions and unit availability in both the internal reservations system and online distribution channels.
• Assist the Revenue Manager with yield management by monitoring and analyzing occupancy levels, room types, promotions, restrictions, building & changing rates for pricing, billing, packages & minimum night stay requirements, etc.
• Manage lodging rates, packages and room blocks (when applicable) for all internally sponsored events and promotions.
• Assist Property Management with owner lodging revenue inquiries & revenue redistribution, special owner requests, trades, etc.
• Monitor complimentary room use policies and RCI reservations. Maintain and consistently review departmental log books to include comp book, tape chart, daily reports, etc.
• Manage and analyze data and prepare relevant reports on a reoccurring schedule.
• Actively participate in appropriate resort meetings.
• Responsible for interviewing and hiring new employees as well as documenting performance and discipline of employees.
• Coordinate and implement training for new and current reservation sales agents and switchboard operators and assist other departments with ongoing SMS training.
• Lead team to ensure all the resort’s key service standards are being met by measure of guest satisfaction ratings.
• Utilize REVINATE best practices.
• Perform regular coaching and evaluation to promote skill development and maximize departmental and employee performance.
• Efficiently manage the reservation sales team to achieve service level and abandonment goals, including forecasting and scheduling.
• Investigate, resolve, and respond, in oral or written form, to customer inquiries regarding problems with agents, reservations, or billing.
• Manage departmental budget, including incentive plans and staff compensation. Transmit information to the payroll department in a timely fashion.
• Maintain and organize all internal and external departmental communication.
• Answer reservation phone calls when needed.
• Other duties as assigned