Reservation Sales Manager Job Description
Job Title: Reservation Sales Manager
Department: Reservation Sales Department
Reports To: General Manager
FLSA Status: Exempt
SUMMARY
The Reservation Sales Manager’s primary responsibility is drive revenue through effective management of the reservations process. Those processes include improving agent lead conversion through coaching and managing staffing levels to optimally capture as many reservations as possible.
RESPONSIBILITIES
- Interview and hire qualified staff
- Schedule staff
- Provide sales training & procedural training
- Conduct monthly agent team sales and/or “Best Practice” training
- Develop coaching plans and coach each agent a minimum of 2 times a month toward established goals
- Understand and implement incentive plans to effect change in behaviors
- Review leads from previous day and assign outgoing follow up calls or emails
- Run pacing reports daily
- Analyze that data to recognize trends in occupancy / revenue
- Communicate all trends to General Manager or Stakeholder for pricing, marketing or packages discussions
Revinate Practices (Web-based Revenue Enhancement Solution)
- Utilize Revinate Best Practices
- Assign RezForce leads to agents for timely follow up
- Listen and score a minimum of 10 not booked or hot lead calls per agent, per month
- Use the Revinate Reservation Sales coaching module and “keep, stop, start” approach with detailed notes and goals to guide behavioral change
- Post all conversion / goal measurements on public white board daily
- Confirm 100% ELM Compliance – retrain any staff with less than 98% compliance
- Listen and spot check non lead calls for accurate call results
- Listen and score all “cancelled” reservations – train staff to “save” when possible
- Review and update RezForce RezGuide
- Review the following Revinate reports
- Compliance reports for month to date
- Close ratios for the month
- Executive summary reports
- Call volume analysis
- Non booking report
- Agent goals
- Complete Weekly Key Performance Indicator report and review with General Manager
- Review this data and prepare action plans to present to General Manager
QUALIFICATIONS
The following list is representative of the knowledge, skill and or/ability required for the Reservation Sales Manger to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education / Experience
Preferred Bachelor’s degree (B.A. or B.S.) or equivalent from four-year College or technical school; or Associate’s degree (A.A.) or equivalent from two-year College or technical school; or a minimum of two years related experience and/or training in reservation or hospitality industry.
Communication Skills
Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette. Ability to answer guest’s questions and successfully resolve issues and/or negotiate matters related to guest’s needs.
Ability to read, analyze, and interpret general business contracts and write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers and/or staff. Must maintain clear and concise documentation and positive approach to conflict resolution.
Computer and Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry. Must possess thorough knowledge of Microsoft Windows and Office (Word, Excel, Outlook, Explorer, etc).
Reasoning Ability
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.
Physical Demands
While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.