Reservations Sales Supervisor

Company: Suncadia Resort
Location: Thorp
Posted on: May 15, 2022

Job Description:

Job OverviewThe primary responsibility of this position is to assist in day-to-day operations and administration of the Reservation Sales office while leading by example as the premier sales associate. Responsibilities include monitoring standard of performance for all Reservation Sales functions, participating in new hire and on-going training and overseeing administration of electronic marketing reservations. As a four-diamond resort property, the Reservations Sales Supervisor will ensure all reservations are processed in an efficient and highly customer service-oriented manner. The Reservations Sales Supervisor will oversee the reservations department in the absence of the Reservations Manager. This position also requires the ability to maintain an upbeat, positive and professional demeanor in a busy and/or changeable office atmosphere. The Reservation Sales Supervisor will always conduct him/herself in a professional manner with a demeanor that supports the purpose and values (supporting behaviors) at Suncadia.The Reservation Sales Supervisor shall strive to always provide exceptional service to internal and external guests. S/he will be responsible for exemplifying the Suncadia Resort Culture as well as promoting Suncadia Resort as both the Destination and Employer of Choice!Req ID33590BRSalary$24.00/hour + Incentive PotentialCityCle ElumBonusNon-EligibleRelocationNot AvailableEssential Functions

• Support Reservations Manager in onboarding and training of all reservations associates. Follow up with reinforcement of sales techniques. Assist Manager in development of ongoing team training. Implement weekly/monthly training activities to support this plan, including assisting Reservations Manager with monthly department meeting.
• Assist reservation sales agents in problem resolution with guests. Ensure corrective action is taken to exceed guest expectations.
• Take reservation sales calls and make reservations in an efficient and customer focused manner to achieve 4 diamond guest service. Achieve consistent call quality scores of 90% or better and monthly conversion (sales) of 40% or higher.
• Act as back-up for the Group Rooms Coordinator on holidays or absences, building groups in SMS, entering group rooming lists and setting up group billing.
• Ensure accuracy of all details for reservations entered into Springer Miller System and Reserve by overseeing checks and balances. Interface with Accounting as needed on billing and commission issues.
• Once a quarter, be a guest at Suncadia to become familiar with property and all offerings to sell to our guests accurately and descriptively, and interface with property team to foster connections.
• Work closely with the front desk to ensure that special guest requests are handled appropriately and consistently.
• Monitor reservation sales agent completion of daily tasks.
• Process all electronic marketing reservations in an efficient and accurate manner.
• Interface with the Reservations Manager to communicate yield strategy changes to reservation sales agents.
• Monitor and respond to guest emails in an appropriate manner. Manage the internal guest waitlist.
• Assist with communicating and completing accurate reservations statistical reporting.
• Assist in monitoring the system to ensure service levels and abandonment ratios are at standard (abandonment of 5% or less).
• In conjunction with the Reservations Manager, promote monthly reservation sales agent incentives. Incentives will be based on Navis call metrics monthly with additional incentives added as needed to drive need time revenue.
• Participate in the interview process for all reservation sales agents prior to hiring.
• Represent Reservations department in meetings, as requested, in absence of Reservations Manager.
• Set the department standard with impeccable attendance practices.
• Due to the cyclical nature of the hospitality industry, Suncadia professionals may be required to work varying schedules to reflect the business needs of the property.
• Professional appearance is required.
• Other duties as assigned.Qualifications
  • Experience in a guest-facing or sales-related role, preferably Hospitality-based.
  • Previous supervisory/management experience preferred.
  • Must be able to type 35 w.p.m. and have computer knowledge.
  • People Person - must possess a professional, positive presentation and strong motivation to provide exceptional customer service
  • Ability to thrive and succeed in a fast-paced, demanding work environment
  • Ability to use office equipment in an efficient and effective manner
  • High School graduate or equivalent
  • Strong organizational skills
  • Strong computer skills including proficiency withMicrosoft Office software suite
  • Ability to read and comprehend instructions and create correspondence and memos
  • Ability to work as a team-player and accept assignments from multiple individualsJob TypeFull TimePropertySuncadia ResortArea of InterestRevenue & Reservations ManagementCompany IntroductionOur team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that molds our interactions with everyone we encounter our guests, our clients, our team and our communities. We create engaging, impactful environments that connect people and place, awaken the spirit, and allow team members with talent, integrity and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.Property IntroductionLocated 80 miles east of Seattle in the Cascade Mountains, the AAAFour Diamond Suncadia resort features more than 250 guest suites,penthouses and condosand over 70rental homes. With more than40+ miles of hiking and biking trails, three award-winning golf courses, Portals Restaurant, two bars, Suncadia Club Swim & Fitness Center, skating rink and outdoor amphitheater, conference center, and LEED Silver-Certified Glade Spring Spa, the resort offers something for everyoneStateWashingtonType of PositionHourly Position

Keywords: Suncadia Resort, Yakima , Reservations Sales Supervisor, Sales , Thorp, Washington