Reservations Manager

Evermore Orlando Resort • Lake Buena Vista, FL

2d

About The Position

Shape the Next Generation of Vacations!
Welcome to Evermore Orlando Resort—the resort that’s redefining the Orlando
vacation experience. Just steps away from Walt Disney World®, Evermore stretches
across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale
vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team
Members are true trailblazers, reimagining the vacation experience for each
guest. Here, guests create their own adventure, enjoying the best of both
worlds: the space and comforts of vacation home rentals combined with the
amenities and services of a world-class resort.

Evermore is Orlando’s ultimate game changer. In a city known for its theme parks
and endless lines, Evermore is the paradise guests crave on their days between
park visits. Imagine endless relaxation around Orlando’s first and only beach
paradise, Evermore Bay. Our stunning 8-acre crystal-clear lagoon is framed by
zero-entry swim zones, beach bars, private cabanas, cozy firepits, and 20-acres
of white sand. From beachside bars to a vibrant food hall and rooftop dining
with views of the fireworks, we’ve crafted unforgettable experiences. Guests can
challenge themselves on 2 Jack Nicklaus championship golf courses, enjoy water
sports including kayaks and paddleboards, a family water slide, rope swing, and
activities that fill their days including pickleball, bocce ball, and
volleyball.

If you’re excited to help guests reimagine the Orlando vacation, join us! Become
part of an energetic team bringing Evermore Orlando Resort to life!

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.
• Develop and maintain reservation management process with Conrad Orlando to seamlessly handle cross sell opportunities.
• Establish 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.
• Establish and 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.
• Oversee high-ranking, VIP and special reservations for internal and external guests.
• Review arrival reports and VIPs to ensure all special requirements are met or exceeded.
• Develop and update all department standards and procedures and modifies them according to business needs and trends.
• Responsible for preparation of occupancy forecast.
• Responsible for training staff.
• Identify top producing accounts to ensure proper recognition by reservation staff.
• Reconcile and process monthly OTA commissions.
• 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.
• Conduct yearly performance reviews and complete in timely manner.
• Incentivize the team to promote productivity.
• Monitoring telephone manner and general performance of reservation staff daily. Follows up tentative bookings and updates reservation status.
• Reviews no-show and cancelled reservations and processes charges according to resort’s policy
• Supervising of Group Reservations. Review room blocking for long stay, suites and special group request. Bring to the attention of Front Office Manager when the hotel availability status has changed and prepare for necessary action.
• Responsible for work schedule and maintaining a neat and orderly work environment. In general, perform any other duties requested by Revenue management.

Benefits

• We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees