Reservations Manager (FT) Job at Vail Racquet Club Mountain Resort
Vail Racquet Club Mountain Resort Vail, CO
$48,000 - $58,000 a year
Leisure Reservations Manager:
Purpose:
Purpose:
- Handle all aspects of the Reservations Process. Supervise & lead in making and checking reservations, and training procedures. This includes working closely with the Front Office Manager and the continued supervision of all Front Desk staff on proper reservation handling & accuracy when you are not available.
- Principal Reservations agent and initial point person for all reservations.
- Create instructional tools to ensure a knowledgeable and well-trained reservations team. Manage and train all Front Desk Staff to ensure procedures are followed in the most customer-friendly manner.
- Create the instructional tools to be used.
- Coordinate training and reservations procedures with the Front Office Manager to ensure clear and consistent instruction is provided and proper procedures are being followed
- One-on-one training with all new Front Desk Staff on proper phone reservation techniques. (Role-playing, phone and voice training, Sales techniques)
- Ensure cell phone numbers and emails are collected at the time of booking and or entered into the system after the check in process.
- Continually evaluate and guide staff on a regular basis for all of the above and develop a reward system for compliance & excellent service
- Meet with Front Desk staff seasonally (more as needed) to encourage and guide them toward offering guests the best Customer Service.
- Go over positive and negative guest reviews.
- Ask staff for issues and concerns that have come up and go over how best to reply and or address these issues/concerns with a positive response.
- Daily Reservations check of reservations made to verify accuracy. Continually train or coach the Front Desk Staff on proper procedures, verify concierge services are offered and verify email and phone numbers are collected, etc.
- Pre-arrival reservation checks to make sure they are accurate and guest requests are honored as much as possible.
- Act as a role model as you backup for the Front Desk Staff to ensure strong customer service. Offer assistance by visiting and contributing to the Front Office area often, projecting a positive, friendly and upbeat attitude and acting as a shining example of how a Front Desk Agent offers excellent customer service
- Be aware of when the Front Desk needs assistance and be readily available to assist with all Front Desk duties
- Be present often throughout the day to listen to agents as they interact, assist and guide best practices
- Provide instruction as needed and praise accordingly. Be aware that ongoing training and encouragement are necessary components to achieving success
Wholesale Manager:
Purpose:
- Manage all wholesale relationships to ensure maximum exposure, rate parity, and property representation i.e. written description, photos, policies etc.
- “Wholesale” refers to the entire market segment, including but not limited to: OTAs, Tour Operators, Travel Agents and VRBO type sites.
- Assist the Director of Sales and Marketing (DOSM) in negotiating and contracting with current and new Wholesalers
- Get to know all wholesalers:
- Nurture top wholesaler relationships with regular contact
- Continually research new Tour Operator options
- Give Site Tours and/or host events with wholesalers that are interested in or have been working with the VRCMR
- Maintain and manage all areas of the Wholesaler relationship, including but not limited to:
- Input reservations into V1 when required and check all entered reservations for accuracy.
- Make sure the Front Desk Staff is well-versed in procedures and how to make wholesale reservations when they need to be manually entered.
- Manage 3rd party sites by inputting & updating property information. Verify seasonal information, photos, rates and inventory. Continually monitor for accuracy.
- Investigate, stay abreast and make recommendations for how the VRCMR can take full advantage of the fast-paced changes within the VRBO type marketplace. Ensure units are being well represented and marketed through these avenues to reach the greatest number of potential guests.
- Monitor & update availability, contract expiration dates, payment & cancellation policies, special programs, promotions, etc.
- Compile and analyze month-end reports on all Wholesalers
- Notify key partners of their performance for the property or lack thereof
- Maintain or increase the positioning of VRCMR on all wholesaler sites
- Come up with ideas to promote more bookings within all Wholesale markets
- Discuss & implement wholesale promotions with DOSM & Sales Team
- Verify commission reports for accuracy – verify deposits and final balances with accounting
- Manage direct bill accounts
- Expert on all channel manager sites, VRBO type sites and Sabre interface connections
- Verify all integrated reservations are working properly.
- Update and monitor VRBO type sites and reservations procured from these sites.
Miscellaneous and General Support:
Purpose:
- Offer general support to the Director of Sales & Marketing as well as provide backup support for Front Office Manager and Group Sales when needed.
- Assist in compiling weekly revenue reports, and wholesale and group revenue reports.
- Use the reports weekly to evaluate any changes needed
- Person of contact when the Group Sales Manager is out of the office
- Compile data for DestiMetrics and train designated staff to act as a backup
- Track comp rooms being used/create donations and certificates when authorized by DOSM or GM
- Monitor availability and move reservations when necessary to allow for maximum occupancy and revenue.
- Attend Wholesale, sales/marketing & hospitality-related events throughout the Valley to enhance market/industry knowledge when applicable.
- Be available to take on assignments as directed by the DOSM and GM
Requirements:
- Must have 2 years+ hotel reservations experience. Management experience a plus.
About Vail Racquet Club Mountain Resort
The Vail Racquet Club Mountain Resort is a condo resort property in East Vail. There are 330 units on property and approximately 95 of them participate in our rental program, allowing us to function like a hotel. Condos range from 1 - 3 bedroom. The best amenity of our resort is the full service Health Club Facility; it's a members only full health club. Guests of the resort are permitted free access to the facility.
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.