Team Leader, Reservations 
(14754)

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.

*Note that this position is based out of Bozeman, MT*

Job Summary 

Create a working environment that supports our core values. Supervise daily operations of the Reservations department, with the aim of achieving a consistent level of service. Optimize revenue by effectively following the set selling strategies through revenue management. Providing leadership and support to agents through motivation, coaching, mentoring with the overall aim of achieving key targets. 

Key Duties and Responsibilities 

• In the absence of Managers conduct shift briefings to ensure hotel activities and operational requirements are known to the team

• Ensures that the team is aware of all promotional rates and packages. Effectively sells product and services using up-selling, cross-selling and suggestive selling techniques

• Manages third party sites and ensures proper implementation of reservations procedures

• Maintains an elevated level of communication and feedback within the department

• Assists Manager with allocating daily tasks to agents and directs team members in their daily activities and redeploys team members to meet the requirements of customer operational needs

• Observes agents daily work and provides structured, consistent support and advice to improve customer service experience

• Supervises and coaches agents in accordance with established productivity and performance standards. Monitors service standards and provides input to annual reviews of staff

• Actively manages record, administers, and communicates to Manager employee relation issues, including absenteeism, timekeeping, and schedule adherence

• Ensures compliance with all service level agreements, quality standards and data collection conducted by all team members is to the specified standard

• Maintains effective and supportive team environment by sharing team member’s feedback with Manager

• Monitors incoming calls and proper shift staffing to avoid or keep abandoned calls to a minimum

• Maintains inventory of supplies needed for the department

• Manages no-show and late cancellation reservations by investigating, recording and charging them efficiently

• Understands the department’s KPI (Key Performance Indicators) and helps to monitor and periodically measure progress towards achieving the goal

• To assist with other duties as required by the Manager or another management team member

Skills, Experience & Educational Requirements  

• A minimum of 1-year experience with Reservations or extensive experience of working in contact centre or similar fields 

• Experienced in using Opera system. 

Benefits

• Medical insurance - 80% of premium paid by employer
• Health Savings Account with $50 employer contribution per pay period
• Dental, vision & life insurance - 100% of premium paid by employer
• 5 weeks of PTO (Paid Time Off)
• 8 paid holidays
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounts at F&B outlets on property
• 14 nights per year at $100/night* at Kerzner Properties worldwide
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:   

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods 

• Frequent bending, twisting, stooping, reaching, and pulling 
• Lifting and carrying of loads weighing up to 30 pounds 
• Remaining in a stationary position for long periods 
• Constantly operating a computer and other office productivity machinery 

• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.    

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.