Supervisor, Reservations; Bozeman, MT

Supervisor, Reservations (Bozeman, MT)

(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.

* This position is based in Bozeman, Montana
* 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 2 years of experience with Reservations, or extensive experience working in contact center

* Proven leadership skills, with a hands-on, solutions-oriented approach

* Strong communication skills

* Must be fluent in spoken and written English

* Proficient in use of computer applications, such as Opera and Microsoft Office (Excel, Word, PowerPoint)

* Must be able to work flexible hours as needed, including weekends and holidays

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

*…