Enchantment Resort

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Assistant Manager - Reservation Sales

at Enchantment Resort

Posted: 1/26/2019
Job Status: Full Time
Job Reference #: 14059

Job Description

Job Details
Enchantment Group - Scottsdale - Scottsdale, AZ
Full Time
Hospitality - Hotel

Basic Function: To assist the Corporate Senior Manager of Reservation Sales with departmental operations as well as assisting with sales of the resort’s guest accommodations, contributing to the overall profitability of the resort.

Work Performed:

  1. Supervises, directs and edits the work of all Reservations Sales Associates (RSAs)including providing ongoing training sessions, to ensure excellent quality of work consistent with the standards of the department.
  2. Management of various reservation systems. 
  3. Assist Leisure Sales Managers and maintains positive relationships with local, national and international travel agents in order to generate and facilitate leisure sales and reservations.
  4. Assist in absence of group rooms coordinators with inputting of room blocks/routing.
  5. Troubleshooting for reservation agents and guests regarding reservations and accommodations.
  6. Supervision of credit card charges for deposits.
  7. Ensure system compliance by all reservation Sales Associates and Group Room Coordinators.
  8. Ensure daily department duties are accurately completed by the team.
  9. Assists with the creation and deployment of weekly department schedules and time off approvals.
  10. Assists with GDS and booking engine changes and troubleshooting.
  11. Assists with scheduling and payroll and keeps track of employee attendance.
  12. Adjusts room allocations and room stacking to maximize room inventory.
  13. Assists with requests to speak to a supervisor, and handles guest recovery in a professional manner.
  14. Researches reservation service issues, advising resorts and team as applicable.
  15. Creates and manages hourly employee schedules each week, approves/reviews PTO requests made by the team.  Tracks absences and tardiness among the team, and issues disciplinary action when either is excessive.
  16. Conducts call scoring and subsequent coaching sessions with the team.
  17. Assists with reservation calls in times of high volume and /or staffing issues.
  18. Assists with tracking incentive achievements for agents each month.
  19. Participate in Sales / Marketing / Revenue Department meetings as necessary.
  20. Maintain flexible schedule including weekends, evening, early morning hours and holidays as needed.
  21. Other duties as assigned.

Supervision Exercised: Reservations Sales Associates

Supervision Received: Corporate Senior Manager of Reservation Sales

Minimum Requirements:
College degree or equivalent. Prefer prior reservations and supervisory experience. Computer literate and must have good communication skills. A minimum of one year customer service experience is required. Prior reservations and/or supervisory experience preferred. Must possess excellent computer skills with the ability to learn and master multiple software systems. Ability to deal with internal & external guests while maintaining a high level of professionalism. Requires excellent verbal and written communication skills and confident telephone skills and etiquette. Must be self-starter and able to work independently, have a strong eye for details, be results driven, possess strong interpersonal and administrative skills, demonstrate self-confidence, energy and enthusiasm. Excellent organizational and problem-solving skills. Strong ability to handle multiple tasks (talk, type, search multiple screens) without impact to the guest. Ability to work effectively in a team environment and with different levels of management. Flexibility with schedule, able to work weekends, nights, and holidays as needed.
Physical Requirements:
Lifting & Carrying up to 20 pounds
95% Sitting
5% Standing
Good Hearing
Computer Screen Reading 1-3 feet
Manual Dexterity

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!