Reservations Manager; Kill Devil Hills, NC

Job Summary

The primary purpose of this position is to assist in the leadership of the Kitty Hawk Kites (KHK) Reservations Team: achieving the highest level of customer service, growing recreational sales through booking new/returning groups for recreational adventures and rentals, and facilitating general recreational sales for KHK.

• Provide excellent customer service in person, via email, phone calls, text messages, and online chats
• Know and understand the recreational offerings that KHK offers
• Assist in tasks associated with recreational sales/reservations, including monitoring the Reservations multi-line telephone and voicemail systems, ensuring the Reservations systems are functioning and interfacing properly, and providing activity updates to all Reservations staff and KHK employees
• Coordinate with recreational operators regarding any Reservations-related matters
• Diffuse customer relations issues that arise related to Reservations
• Maintain reservations system with accurate schedules and offerings
• Promote, track, and report daily and annual sales progress for Reservations/Recreation Group Sales
• Train and supervise all Reservations staff and other KHK staff that potentially book reservations
• Assist in scheduling and coaching of all Reservations staff
• Manage the KHK Call Center and onsite activity locations as needed; duties include location‑specific tasks at Duck, Nags Head, Manteo, and Oregon Inlet
• Actively seek out new groups that may be interested in KHK adventures and/or rentals
• Organize invoices for customers and businesses
• Handle group sales for non‑Outer Banks KHK locations such as Morningside Flight Park
• Perform other duties as assigned

• Previous sales experience preferred
• CRM software experience preferred
• Proficient at Microsoft Suite
• Experience with adventure tourism recreation is a plus

• Good phone skills and ability to sell over the phone
• Good organization skills
• Detail oriented
• Comfortable with multitasking
• Strong and current social media skills; ability to manage accounts such as Facebook, Twitter, Instagram, etc.
• Quality customer service skills and an attitude that commiserates with the role of making an excellent first impression
• Willing and able to build strong relationships with customers
• Team player
• Ability to effectively present information in one‑on‑one settings with customers and clients

The work environment for this position is generally an indoor controlled environment. Noise level is moderate; expect office machines and light traffic. May be requested to work overtime and weekends during the company’s in‑season time period. May be requested to drive company vehicle to other locations.

About one‑third of one’s time will be spent climbing, balancing, stooping, kneeling, crouching or crawling. One‑third to two‑thirds of one’s time will be spent standing, walking, sitting, and reaching. About two‑thirds of one’s time will be spent using one’s hands to finger, handle or feel, as well as talking or hearing. Expect to lift up to 25 lbs on a regular basis.

Vision required: close, color, peripheral, depth perception and ability to adjust focus. Other physical demands include continuous computer work, cash register work, sales floor work, events work, and mail order work.

Kitty Hawk Kites, Inc is an Equal Opportunity Employer.