Reservations Operations Assistant Manager, SINC

About the position

As the Sales and Information Center (SINC) Reservations Operations Assistant Manager, you deliver extraordinary guest experiences every day. Your strong people leadership experience and constant positivity help build, grow and develop a team to maximize productivity and embody the spirit of Gracious Hospitality. As a constant positive presence, you lead by example and maximize productivity as you oversee a team to include Sales Experience Consultants, Member Reservations, and Telephone Operators. You monitor job performance, ensure reservation accuracy, coach, and assist in guest escalations. You are a champion for the Revinate software system, PMS, AMS. You will ensure call scoring, and coaching will be delivered to each applicable agent in a timely manner. You will assist in maintaining team resources and training materials, including the creation of new materials. You use your operational savvy to research and resolve guest problems, coordinating with the appropriate departments and following up with guests. Your success is measured by revenue created, service quality level audits, guest/member satisfaction, agent productivity, and other metrics. You provide meaningful individual job performance feedback and coaching as you thoughtfully supervise Call Center team members, directing activities for quality and service that embrace our superior standards with warmth and comradery. You assist with staff development, including the selection and training of new team members, orientation and ongoing training and development. You will assist in tracking staff certifications and trainings. You form effective relationships and work closely with resort departments to maintain rapport and foster open communication. This includes coordination with key stakeholders including the leadership team of each vertical (Spa, Golf, Food and Beverage, etc.). You set the tone by consistently upholding and ensuring compliance with departmental procedures, including standards for safety, quality, timing, attendance, and appearance. You maintain a thorough knowledge of current services, amenities, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area. When needed, you act to promptly resolve guest concerns, coordinating necessary efforts through the appropriate departments and consistently follow-up to ensure resolution.

Responsibilities

• Deliver extraordinary guest experiences
• 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, AMS
• Ensure timely delivery of call scoring and coaching to agents
• Maintain team resources and training materials
• Research and resolve guest problems
• Provide individual job performance feedback and coaching
• Assist with staff development and training of new team members
• Track staff certifications and trainings
• Form effective relationships with resort departments
• Coordinate with key stakeholders
• Uphold and ensure compliance with departmental procedures
• Maintain knowledge of services, amenities, and local attractions
• Act to resolve guest concerns and follow up for 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
• Ability to maintain a prolonged seated position throughout a scheduled day
• Comfortable with noise levels in a resort call center environment
• Timeliness and flexibility to work a flexible schedule including weekends, early mornings, evenings, and holidays
• Excellent communication skills in English, both written and verbal