Reservations Manager

Canyon Ranch • Tucson, AZ

63d • Onsite

About The Position

The Reservations Manager is part of the leadership team within Reservations and important to the overall success of the Reservations Call Center Department. Their primary role is for managing staff on all facets of the properties and services provided as well as providing direct supervision to the reservations staff, overseeing sales processes, managing the incentive program and engaging in ad-hoc special projects as they arise. The position will monitor leads and calls and coach the team. This position will work closely with the Manager, Director, and the leadership team to review overall trends to identify coaching and training opportunities, continually looking to improve the Customer Experience while ultimately meeting or exceeding departmental revenue goals. This person will become a Subject Matter Expert (SME) on the Property Management System (PMS) and various other tools utilized in the Contact Center, such as the Customer Relationship Management (CRM) tool which supports the high touch Sales Process. This is an on site position located in Tucson, AZ.

Requirements

• Must have prior knowledge of position/industry (3-5 years previous experience in same or related field).
• Highschool diploma or equivalent required

Nice To Haves

• bachelor's degree preferred

Responsibilities

• Monitors department KPIs for efficiency, productivity, customer service and sales.
• Manages all department personnel towards attainment of stated goals.
• Builds and maintains a selling culture while ensuring the smooth and efficient operations of the department through prompt, effective and superior reservations service to achieve optimum revenue and NPS.
• Supervises reservations staff providing support for the overall day to day operations of the Reservation Call Center by answering staff questions, addressing any operational challenges and acting as a liaison with other CR Departments.
• Provides direction, call and reservation quality assurance, coaching, counseling, performance reviews and ensures appropriate staffing levels are maintained and monitors attendance and approves timecards.
• Provides leadership and quality assurance of the Reservation Team, monitoring overall staffing levels, answering team questions, handling escalated calls as needed.
• Provides administrative support for the department by overseeing standard operating procedures, policies, incentive program and ad-hoc special projects as needed.
• Resolves guest problems or complaints as needed according to Canyon Ranch guest problem resolution policy.
• Responsible for ownership of guest problems and the recovery process

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Personal and Laundry Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees