Reservations Manager

Tamarack Resort•Donnelly, ID

16h

About The Position

The Reservations Manager for Tamarack Resort should be enthusiastic about working in a fast-paced sales and guest service environment with direct hands-on leadership and boots-to-the-ground. The role of Reservations is to provide guests with their best purchase options for the duration of their stay and lifelong loyalty; including lodging accommodations, lift tickets, season passes, rental equipment, lessons, spa services, guided services and dining. The Manager is responsible for creating a sales culture amongst the team with continued training, fun incentives, and taking a lead-by-example leadership approach. EMPLOYEE EXPERIENCE Working at Tamarack is an incredibly rewarding and magical experience. Not only will you be working in a beautiful mountain environment, but you will also receive amazing employee perks like a season pass for you and your family, resort discounts, free childcare and more! Tamarack Resort offers a comprehensive benefits package including free childcare, season passes, employee housing in our brand-new housing units, resort discounts, 401k, health, dental, vision, life insurance, and more! We are passionate about guest service and delivering memorable experiences to all who enjoy Tamarack. Mountains, meadows and lakes are for everyone, and our resort community is no different. We are committed to promoting equality, diversity and inclusion in hiring, training, and career advancement. We celebrate and respect our diverse team members and guests.

Requirements

Must enjoy working and interacting with Tamarack Resort guests and other Tamarack employees.
Previous sales and service experience.
Ability to handle and manage confidential information.
Ability to multitask while maintaining organization and attention to detail.
Ability to solve problems and see resolutions through to the finish with guest satisfaction.
Must be over 21 years of age.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of geometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Long durations of sitting and talking in both noisy and quiet locations.
Frequent bending, climbing, kneeling squatting, twisting/turning from waist and pushing/pulling objects both with and without wheels.
Will be working with hands and fingers and lifting and moving objects up to 55 pounds horizontally and vertically on a regular basis.

Nice To Haves

Preferred experience in a Property Management System and Point-of-Sale system.
Prior work experience with a ski resort, seasonal business and/or the hospitality industry is highly preferred.
Bi-lingual a plus.

Responsibilities

Be a super-user of all reservation and property management systems.
Collaborate with teams to measure impact and identify business opportunities across all guest segments.
Determine and implement strategies to drive revenues across all lines of business through analytical and technical knowledge of systems and business intelligence tools.
Train Reservation Agents with playbooks, features & benefits, upsell opportunities to provide guests with their best purchase options for the duration of their stay and lifelong loyalty to Tamarack.
Provide weekly report with quantitative and anecdotal data that explains weekly and overall demand, sales, and lost business.
Manage reservations and fulfillment of bookings through wholesale and 3rd party distribution channels.
Equip Reservations staff with information; including campaigns in the market place, promotions, guest feedback, and business on the books.
Participate in resort operational stand-ups.
Leverage technological tools and integrations to streamline processes, enhance operational efficiency, and competitive advantage; including system POS’ and booking engines.
Manage phone tree messaging and IVR.
Cultivate a culture of personalized service and genuine hospitality that is aligned with Tamarack’s mission and values
Continually improve Tamarack’s service strategy to build long-term, value-based relationships with guests, homeowners, and partners.
Create a seamless internal process with easy-to-navigate procedures so that thoughtful attention can be given to guests; which translate to the guest experience.
Enable seamless handoffs from sales to operations and back to sales while consistently delivering high levels of service.
Oversee the effective resolution of guest issues; identify gaps in the sales to service path and create innovative and achievable ways to close the gaps.
Drive technology integration to enhance operational efficiency, guest experience, and competitive advantage.
Execute and support the operational aspects of business booked; including guest correspondence and guest arrival.
Provide day-to-day leadership and coaching to Reservations team so that they may buy in to their part in achieving ambitious departmental KPI’s and personal goals.
Conduct regular performance evaluations and provide constructive feedback and support for career development; encouraging growth and retention within Tamarack Resort.
Oversee Reservations daily processes and coverage for inbound/outbound calls, emails, and live chat.
Ensure staff is knowledgeable and up to date on all products, events, discounts and promotional programs offered by Tamarack Resort so that they may match guests’ needs with products and services.
Establish and monitor productivity and quality standards that include setting clear expectations, ensuring reservations are free from error, and follow-up responses are timely and friendly.
Assist with special projects and perform other duties and responsibilities as assigned.
Be the hiring manager for Reservations team.