Reservations Operations Assistant Manager, SINC

About the position

As the Sales and Information Center (SINC) Reservations Operations Assistant Manager, you will play a pivotal role in delivering extraordinary guest experiences on a daily basis. Your strong leadership skills and positive attitude will be essential in building, growing, and developing a high-performing team that maximizes productivity while embodying the spirit of Gracious Hospitality. You will lead by example, overseeing a diverse team that includes Sales Experience Consultants, Member Reservations, and Telephone Operators. Your responsibilities will include monitoring job performance, ensuring reservation accuracy, and providing coaching and assistance in guest escalations. In this role, you will champion the Revinate software system, PMS, and AMS, ensuring that call scoring and coaching are delivered to each applicable agent in a timely manner. You will also assist in maintaining team resources and training materials, including the creation of new materials to enhance team performance. Your operational expertise will be crucial in researching and resolving guest problems, coordinating with the appropriate departments, and following up with guests to ensure their satisfaction. Your success will be measured by various metrics, including revenue generated, service quality level audits, guest/member satisfaction, and agent productivity. You will provide meaningful feedback and coaching to individual team members, thoughtfully supervising Call Center staff and directing activities to uphold quality and service standards that reflect our commitment to warmth and camaraderie. Additionally, you will assist in staff development, including the selection and training of new team members, orientation, and ongoing training and development. Tracking staff certifications and training will also be part of your responsibilities. Building effective relationships with resort departments will be key to your success, as you will work closely with key stakeholders, including the leadership teams of various verticals such as Spa, Golf, and Food and Beverage. You will set the tone for the team by consistently upholding and ensuring compliance with departmental procedures, including standards for safety, quality, timing, attendance, and appearance. A thorough knowledge of current services, amenities, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area will be essential. When necessary, you will act promptly to resolve guest concerns, coordinating efforts through the appropriate departments and consistently following up to ensure resolution.

Responsibilities

• Deliver extraordinary guest experiences every day.
• Build, grow, and develop a team to maximize productivity.
• Oversee a team including Sales Experience Consultants, Member Reservations, and Telephone Operators.
• Monitor job performance and ensure reservation accuracy.
• Coach and assist in guest escalations.
• Champion the Revinate software system, PMS, and AMS.
• Ensure timely delivery of call scoring and coaching to agents.
• Maintain team resources and training materials, including creating new materials.
• Research and resolve guest problems, coordinating with appropriate departments.
• Provide meaningful individual job performance feedback and coaching to team members.
• Assist with staff development, including selection and training of new team members.
• Track staff certifications and trainings.
• Form effective relationships with resort departments and key stakeholders.
• Uphold and ensure compliance with departmental procedures and standards.
• Maintain thorough knowledge of services, amenities, and local attractions.
• Act promptly to resolve guest concerns and follow up to ensure resolution.

Requirements

• Five years or more successful experience in a related field, such as hospitality, sales, reservations, call center, workforce management.
• Proficiency in Microsoft Office software applications (Word, Excel, Outlook) and office equipment.
• Expert level (or ability to gain the knowledge) in call center and resort related software applications.
• Physical strength and stamina to perform a Call Center leadership role, maintain a prolonged seated position throughout a scheduled day, perform repetitive tasks with accuracy, and be comfortable with noise levels in a resort call center environment, with or without a reasonable accommodation.
• Timeliness and flexibility to work a flexible schedule, including weekends, early mornings, evenings, and holidays.
• Excellent communication skills in English, both written and verbal.