Job description
Overview:
Oversee day-to-day sales process, operations and administration of the Reservations Sales office. This includes monitoring standard of performance for all reservation functions, leading hiring, onboarding, and ongoing training and coaching of team members, assisting in administration of electronic marketing and overseeing the group and pre-arrivals coordination process, while maintaining full knowledge of resort accommodations and amenities. Act as a liaison between all operational departments, guests, and owners to ensure clear and effective communication between parties, enhance the resort’s reputation, maximize revenue, drive team culture, and achieve the highest level of guest service.
The Director of Reservations will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment
They shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice! Responsibilities:
Be an integral part to the success of the Pacific Northwest's premiere destination resort at beautiful Sunriver Resort! We were recently voted the Top Place to work in Central Oregon and Top 100 Employers in Oregon! Our culture is genuine and our benefits are amazing, which include but are not limited to; 28 days of Paid Time Off, Health Insurance, 401k with company match, free gym membership, free golf, and much much more!
Oversee day-to-day sales process, operations and administration of the Reservations Sales office. This includes monitoring standard of performance for all reservation functions, leading hiring, onboarding, and ongoing training and coaching of team members, assisting in administration of electronic marketing and overseeing the group and pre-arrivals coordination process, while maintaining full knowledge of resort accommodations and amenities. Act as a liaison between all operational departments, guests, and owners to ensure clear and effective communication between parties, enhance the resort’s reputation, maximize revenue, drive team culture, and achieve the highest level of guest service.
The Director of Reservations will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment
They shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!
Assist with new hire training, onboarding and ongoing training for all team members.- Lead departmental recruitment efforts, including updating job descriptions, development and promotion of incentive plans, and interview process.
- Support daily reservation agents’ development by helping monitor, evaluate and coach reservation calls. Follow up with reinforcement of sales techniques. Assist in developing the department’s annual training plan and participate in ongoing training. Implement weekly/monthly activities to support this plan.
- Coordinate team outbound call efforts to drive additional revenue growth.
- Monitor call activity and service levels, overflow calls, and total lost calls/abandonment and adjust schedule as needed to insure proper handling within budgeted labor expense guidelines.
- Oversee the Group Rooms Management process, training and overseeing the Group Rooms Coordinator. Act as a back-up for the GRC to set up and input group reservations’ rooming lists according to sales contracts, ensuring all group reservations are entered within 48 hours of receipt.
- Maintain accurate statistical tracking as it relates to department productivity, revising strategy based on the data, report out to Revenue committee on performance.
- Manage all third party Online Travel Agent (OTA’s) contracts and relationships.
- Manage all wholesale, consortia and leisure sales relationships.
- Oversight and maintenance of property booking engines
- Assist the Front Desk and Reservations department on oversells and inventory management.
- Provide executive summary Reporting on monthly property metrics.
- Oversee departmental forecasting for labor and expenses, including travel agent commissions.
- Champion team culture through monthly team celebrations, quarterly team outings, and regular celebrations of team member successes.
- Lead development conversations for team members in regular one-on-ones. Build bench strength within department for expected departmental growth and turnover.
- Partner with outlet department heads in training team for ancillary reservations protocol (golf tee times, dining reservations, recreation activities, spa appointments, etc.)
- Work closely with the front desk team to ensure that special guest requests are handled appropriately and in a consistent manner.
- Interface with Accounting as needed on billing and commission issues.
- Assist reservation agents and Group Rooms Coordinator in problem resolution with guests, ensuring corrective action is taken.
- Assist in daily inventory management across all reservation platforms.
- Monitor responses to all guest inquiries by phone, email, and fax.
- Monitor review scores for Reservations department, reach out to guests for follow-up, when appropriate.
- Ensure accuracy of all details for reservations at Sunriver Resort through daily audits and overseeing team checks and balances. Alert the Revenue team to issues with reservations syncing, as appropriate.
- Oversee the entry and fulfillment of VIP reservations
- Develop, constantly review and evaluate an incentive program for the Reservation sales associates
- Responsible for strategically identifying leisure accounts, work with Dir. Of Revenue Strategy and determine if they are a fit for Sunriver and then develop relationships that benefit the resort
- Must be able to give presentations to large groups in-person and virtually.
- Work with DOSM in development and deployment of ancillary promotions. Communicate with reservations team and ROC team on offer production.
- Attend ROC weekly to report out on team stats and customer sentiment.
- Other duties as assigned.
Strong working knowledge of Springer Miller and Synxis systems preferred.- 5+years reservations experience
- Previous supervisory/management experience.
- Must be able to type 35 words a minute.
- High school graduate or equivalent.
- People person – must possess a professional, positive presentation and strong motivation to provide exceptional customer services.
- Ability to thrive and succeed in a fast-paced, demanding work environment.
- Ability to use office equipment in an efficient and effective manner.
- Strong organizational skills.
- Strong computer skills including proficiency with Microsoft Office software suite.
- Ability to read and comprehend instructions and create correspondence and memos.
- Ability to work as a team-player and accept assignment from multiple individuals.
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