Reservations manager job description

RealJoy Vacations, established in 2009, provides vacation rental owners with high quality property management, we provide guests with unforgettable vacation experiences, and we provide our employees with rewarding careers. We are an exciting, growing, fun and fast-paced vacation rental company that manages over 500 properties in the panhandle of Florida! www.realjoy.com

How we treat our people:

• RealJoy is a faith-based company. Our company motto is "Because you Matter." We respect and appreciate all people.
• RealJoy typically provides higher compensation to its employees compared to competing employers. On average, a RealJoy employee earns 15%-25% more.
• RealJoy offers a competitive benefit package.
  • We cover between 50% and 100% of each full-time employee's medical insurance depending on years of service.
  • We offer a 401k to our employees. We increase our 401k match each year.
  • We offer many other Sec. 125 cafeteria plan benefits to our full-time employees to choose from including: Dental, Vision, Life Insurance, Disability, Long Term Care, and Accident.
• RealJoy offers a competitive Paid Time Off policy. All new employees will earn 7-14 days of paid leave per year. For each year that you are employed with RealJoy your paid time off increases!

We are looking for a friendly, self-motivated, team-player who is tech savvy, detail oriented and loves customer service! Pay starts at $17.00/hour.

This position requires strength in multi-tasking, attention to detail and a strong desire to work with people and data. It also requires being comfortable with technology, using multiple software programs/platforms simultaneously while communicating with guests and team members. And it is important to have the desire and the ability to constantly learn new things because both technology and our industry are always evolving!

Our Reservations department hours are from 8:00 a.m. to 10:00 p.m. 7 days a week and we are hiring for the following shifts:

8:00 a.m. - 5:00 p.m.

10:00 a.m. - 6:00 p.m.

12:00 p.m. - 8:00 p.m./2:00 p.m. - 10:00 p.m.

*Weekend work is required on a rotating basis.

This position will be located in Destin, Florida at the headquarters for RealJoy Vacations! An overview of the job duties are listed below.

Reservation activities to include:

• Ensuring high level of customer service to achieve high review scores.
• Responding to lead requests regarding properties.
• Answering incoming calls from guests regarding properties.
• Booking guests for future reservations including snowbirds.
• Taking payments.
• Sending building notifications.
• Answering and recording owner requests and reservations.
• Answering guest calls to assist with questions, needs, or complaints.
• The Employee must have experience with Microsoft Office products and be proficient at using them.

**Please note that after completing the application process you will receive an invitation via email to complete our HR Assessment powered by PreVueHR. We cannot move you to the interview stage until we have received these results. Thank you!**

Our Motto is "Because YOU Matter!"

Our Mission is to "Steward all properties and people entrusted to us with integrity and excellence."

Our Core values are Be Respectful, Be Excellent, Be Accountable, and Be a Leader. Be 'REAL!'

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

This position is responsible for making dining reservations for all dining outlets located at The Royal Lahaina Resort.
+ Functions include providing exemplary guest service

+ Receiving and recording accurate reservations via telephone, e-mail, and in person

+ Working with Sales and Convention Services for outlet reservations

+ Coordinating special memos for large parties, collecting credit card information in compliance with PCI standards.

+ The Dining Reservation Agent will also make copies, fax information, and resolve guest issues.

+ The Dining Reservation Agent will ensure updated information on all outlets is available for managers and employees at workstations and handle reservations for special events, including all holidays.

+ Pricing checks accurately, according to guest consumption, meal plans, and sales package agreements

+ Communicating with front desk and using computer system to correctly bill guests

+ Recording tips and total earnings for employees and pay accordingly.

+ Explaining guest questions and discrepancies to wait staff; completing and balancing paperwork at the end of the shift, including determining deposit amount and safeguarding money

+ Obtaining approval on credit cards used to pay bills

+ Maintaining and ordering necessary supplies and money banks; and other duties as may be assigned.

+ Answering phones in a timely manner

+ Booking and charging of special events

+ A complete knowledge of menu and all related menu items

+ A complete knowledge of the room service process to be able to direct the guest and answer any questions; an ability to complete fundamental mathematics

+ Ability to operate cashiering functions with the Point of Service System and closing, modifying guest checks as needed.

+ Ability to handle guest concerns and questions in a thorough and professional manner.

+ The position is also responsible to complete other duties as assigned by management.

+ High School diploma or equivalent required.

+ Experience in a hotel or a related field preferred.

+ College course work in related field helpful.

External Job Posting Title: DINNER RESERVATIONS (FULLTIME)


Address1: 2780 Kekaa Drive

The Atlantis Casino Resort Spa Assistant Reservations Manager is vitally important to the continued success of the company. Assistant Reservations Manager supervises the general performance of the reservations team and provides assistance and training when needed. Assistant Reservations Manager help guests make travel plans. They describe ideal hotel accommodations, provide room rates, and reserve dining, spa services and other vacation-related arrangements over the phone, fax or through email. To become a successful Assistant Reservations Manager, they must have a clear speaking voice and demonstrate strong interpersonal, supervisory, analytical and organization skills. During this process they will be a leader of the Reservations Department that supervises, mentors and guide the team to exceeding service levels.
Responsibilities

* Supervise, mentor, and lead the general performance of the reservations team.
* Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.
* Able to train new team members as well as creating a culture of generating new knowledge opportunities.
* Provide superior service via phones, e-mails and faxes as a receiver and caller.
* Ability to incorporate active listening skills and questioning techniques that support effective telephone communication and sales skills.
* Utilize an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
* Effectively deal with job stress, angry callers, upset guests and Team Members.
* Understand the impact of attitude when speaking with guests and Team Members.
* Ability to build a positive rapport with all manner of guests over the phone to create a pleasant experience for the guest and draw them back to our resort for future visits.
* Apply proper telephone etiquette to satisfy various guest situations.
* Assist with providing reservations to guests, including upselling special packages, upgraded rooms and cross-selling different services throughout the hotel.
* Provide assistance with questions regarding the Company and Special Events.
* Consistently be +35% conversion on a monthly, quarterly and yearly basis.
* Assist with filing when needed.
* Produce daily and weekly rate comparisons for area hotels utilizing the Internet and telephone.
* Respond to email correspondence in a timely and professional manner.
* Ensure all 3rd party reservations are in the system and correct by going through same day arrival lists provided by management.
* Input 3rd party reservations that are sent via fax and email.
* Charge credit cards as required on 3rd party reservations or when deposits are mandated by group contracts.
* Ability to train new Sales Agents utilizing the tools provided by the department and human resources.
* Process credit card authorization as needed.
* Display time flexibility towards shifts as per work floor requirements
* Monitor Sales Agents calls to ensure correct sales tactics are being utilized
* Adhere to all company policies and procedures.
* Other duties as assigned.

Qualifications

TECHNICAL / PROFESSIONAL KNOWLEDGE:

* High School diploma or equivalent
* Knowledge of customer service principles and practices
* Proficient in relevant computer applications (Office, Word, Excel)
* Knowledge of call center telephony and technology
* Experience within call center or customer service environment preferred
* Knowledge of administration and clerical processes
* Must adhere to all grooming standards, no "visible" tattoos/piercings or unnatural hair colors

DESIRED SKILLS:

Strong communication skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving, ability to multi-task, negotiation skills, excellent computer skills.

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following:

* Comprehensive benefits (medical, dental, vision, supplemental coverage)
* 401K retirement savings plan + discretionary match
* Education Tuition Reimbursement Program
* Scholarship Opportunity
* Paid Vacation
* Holiday Pay
* Recreation /Fitness Discounts
* Weekly Resort Prizes
* Career Development and Training Workshops
* FREE daily meal
* Internal Advancement