Manager, Reservations 
(13774)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

 Job Summary
Leading and guiding the entire team to achieve the common departmental objectives and our core values. Blow away the guest needs to enhance guest experience and repeat cliental. Setting up procedures in order to maximize the revenues and other selling opportunities. To ensure that the set company standard operating procedures are followed while delivering the services. Supervising the daily operations of the reservations department. 

Key Duties and Responsibilities
•    Makes sure that the set departmental annual objectives are met, and the team is working together to achieve the same
•    Ensures that the departmental appraisals are completed on time and submitted
•    Conducting departmental operational meetings
•    Attending to all guest complaints by reviewing and responding within 24 hours, in order to achieve a satisfactory result, both for the guest and the organization
•    Monitors and controls the entire Reservation operation according to the departmental standards
•    Ensures every caller directed to the Reservations department always receives an optimum level of services and care 
•    Manages third party sites and ensure proper implementation of reservations procedures
•    Ensures that the team is aware of all promotional rates and packages. Sells effectively product and services using up-selling, cross-selling and suggestive selling techniques.
•    Monitors telephone call volumes and reports to Director, Revenue Management of the trends
•    Attends to all inquiries, complaints and requests regarding reservations and/or reservations operating procedures
•    Responsible daily for the processing of the correspondence check and ensures all guest information and request are duly entered in the system
•    Carries out regular spot checks within the department to ensure that the standards outlined in the Standard Operating Procedure manual are being adhered
•    Updates Standards Operating Procedures on regular basis and initiates changes whenever necessary
•    Updates the account profiles on regular basis in order to maintain a healthy database
•    Allocates tasks to Team Leader and Agents, ensuring all are suitably resolved before day end
•    Ensures team members are developed effectively and generate a culture of high-quality standards for relationship building, customer service and selling techniques
•    Ensures daily attendance sheet and checklists on shift are completed and signed by the team
•    Overlooks the no-show and late cancellations with the colleagues on a daily basis, to ensure that the incremental revenue is booked on a daily basis
•    Prepares turn-away statistical report 
•    Maintains a comprehensive filing system in the Reservations department
•    Conducts on the job training & appraisal sessions with the team.
•    To assist with any other duties as required by the Director or another member of the management team.

 Skills, Experience & Educational Requirements 
•    A minimum of 2-years’ experience in similar role with Reservations or significant experience of working in contact centre or similar fields preferably in a luxury resort
•    Knowledge in Opera  
•    Excellent interpersonal “people person’, communication and training skills

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.