Hotel Reservations Manager

Hotels Reservation Manager I

Position Summary

This position reports to the Director of Call Center Operations and is responsible for training, motivating, developing, and encouraging Hotel Reservation Supervisors and Sales Agents to achieve monthly revenue goals & room night budgets. The role will require constant contact with both internal and external clients. Excellent communication skills are required as the Contact Center is a fast-paced, sales environment. The role will primarily focus on the development, success & strategy of our reservation department to be a best-in-class operation. The right fit will have the ability to easily understand the needs of employees and teach them how to pitch options, create urgency and close sales. The Hotels Reservation Manager will be responsible for the overall sales performance for both the Las Vegas and Guadalajara sales offices.

Essential Functions

1. Manages the day-to-day operations of the Hotel/Sales reservation team.
2. Attends weekly meetings with team members to address performance.
3. Provides new ideas and techniques to encourage sales opportunities.
4. Holds all team members accountable for achieving individual and team metrics.
5. Coordinates work activities to achieve the volume expected to meet the operational requirements.
6. Recognizes and recommends operational and procedural improvements.
7. Monitors performance of staff according to the established QA guidelines.
8. Makes hiring decisions and conducts performance evaluations.
9. Has complete knowledge on the operating systems including booking Engines, Credit Card Processing, Live Person (chat) and other systems.
10. Achieves monthly revenue goals as set by Management.
11. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
12. Updates job knowledge by participating and seeking educational and training opportunities.
13. Creates and manages workflows, team performance reporting and SOP’s relevant to the department.
14. Participates in company meetings.
15. Works entire assigned shift, demonstrates work schedule flexibility and is punctual.
16. Assists with special projects when needed.

Other Duties

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Required Education and Experience

1. High school diploma (or GED or High School Equivalence Certificate)
2. Excellent organizational, multi-tasking and prioritizing skills
3. Ability to work under pressure
4. Knowledge of MS Office applications (Word, Excel, and Outlook)
5. Minimum 5 years related experience in sales/hotel reservations/call center operations
6. 2-3 Years management experience
7. Able to Build Relationships

Preferred Education and Experience

• Bilingual (English – Spanish)
• Customer Focus
• Data Entry Experience

This position has three different levels: Hotels Reservation Manager I, II, III. The position level is primarily determined by the following categories:

• Years of experience and expertise
• Position authority

This list is not intended to be all-inclusive but is describing the major criteria in determining one’s level of the position.

Job Type: Full-time

Pay: $40,000.00 - $48,000.00 per month

Work Location: In person

Expected Start Date: 16/12/2024