Assistant Reservations Manager
About The Position
Evermore Orlando Resort is redefining the Orlando vacation experience with a unique blend of spacious vacation homes, flats, villas, and the luxurious Conrad hotel across 1,100 acres. It offers guests the best of both worlds: the comforts of home rentals with world-class resort amenities. Evermore is a game-changer in a city known for theme parks, providing a paradise for guests on days between park visits, featuring an 8-acre crystal-clear lagoon with a sandy beach, beach bars, cabanas, firepits, a food hall, rooftop dining, championship golf courses, water sports, a family water slide, rope swing, pickleball, bocce ball, and volleyball. The resort seeks passionate individuals to join an energetic team bringing Evermore Orlando Resort to life and helping guests reimagine their Orlando vacation.
Requirements
- College degree and / or equivalent work experience
- Passion for guest service
- Excellent written and verbal communication, interpersonal and leadership skills
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Previous hotel front office, sales, or reservations experience required
- Must have the ability to handle a multitude of tasks and guest requests
- Strong guest service orientation and training skills background required
- Ability to work independently and prioritize responsibilities
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
- Communicate and work closely with the Sales Department concerning group & leisure bookings and Revenue Management to ensure all systems are effectively managed to maximize occupancy & ADR in support of the sell strategy.
Responsibilities
- Responsible for a team that sells and delivers Evermore Guest Journey from booking to arrival.
- Knowledgeable of all resort amenities and ensures reservations agents are equally knowledgeable.
- Be knowledgeable and enforce protocols & metrics while overseeing the daily operations of the Reservations Agents to ensure a smooth operation and the highest level of guest satisfaction is provided.
- Maintain effective communication processes with all resort departments.
- Responsible for day-to-day operations of the department and ensures adequate operations coverage for all aspects within reservations.
- Maintain guest confidentiality and privacy compliance as set by the resort.
- Call Score and Coach Reservation Agents on Call Flow and Call Procedures.
- Have knowledge and enforce all department standards and procedures and modify them according to business needs and trends.
- Identify top producing accounts to ensure proper recognition by reservation staff.
- Attends and participates in weekly revenue meetings.
- Assist Revenue Management team with maintaining all rate codes in the Property Management System (Hotel Key) to ensure rate accuracy and availability for bookings.
- Ensures all reservations, including internal requests, GDS, Wholesalers and OTAs are entered into Hotel Key in a manner that meets established standards.
- Responsible for performance management including one on one coaching, counsel sessions and maintaining performance logs.
- Incentivize the team to promote productivity.
- Monitoring telephone manners and general performance of reservation staff daily.
- Reviews no-show and canceled reservations and processes charges according to resort’s policy.
- Responsible for work schedule and maintaining a neat and orderly work environment.
- Perform any other duties requested by Revenue management.
- Must be available to work weekends if needed.
Benefits
- FREE Life Insurance
- FREE Short-Term Disability
- FREE Long-Term Disability
- Affordable health benefits, including Medical, Dental, and Vision coverage for your dependents
- 401K with employer match
- Robust paid time off policy
- Parental and grandparent leave
- Family and pet bereavement leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
