Assistant Reservations Manager

• Location 2136 Sunset Dr,Pacific Grove, CA, 93950,United States
• Job Category Corporate, Reservations

The Assistant Reservations Manager will be responsible for collaborating with the Reservations Manager in leading a fast-paced Reservations Center Operation that is a challenging and continuously changing business. The Assistant Manager is expected to support the Reservations Center operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be;
Phone, Email, Web/Live Chat, Social and other Correspondence. You’ll lead a diverse team of full-time employees, comprised of Supervisors and Agents, and may consist of both in-house and off-site Agents possibly across multiple locations, although currently is one single site. Ensure that customers receive a friendly, professional and consistently high-quality service while navigating the reservations process, helping to resolve various queries, close sales enquiries and get it right first time in order to achieve booking goals that result in maximum resort occupancy and revenue.

Pebble Beach Company, ("PBC" or "The Company")headquartered in Pebble Beach, California, owns andoperatesthe world-famous Pebble Beach Resorts , including The Lodge at Pebble Beach, The Inn at Spanish Bay, and Casa Palmero. The Company alsooperatesfive renowned golf courses:
Pebble Beach Golf Links,homeof the 2027 U.S. Open,Spyglass Hill Golf Course,The Links at Spanish Bay, Del Monte Golf Course, andthe Tiger Woods designed short course,The Hay.

Its other famed properties include scenic 17-Mile Drive, The Spa at Pebble Beach,Forbes Five-Star certified since 2014,Pebble Beach Golf Academy & Practice Facility, and a diverse offering of culinary and retail experiences. PBC annually hosts premier events such as the Pebble Beach Concoursd’Elegance, AT&T Pebble Beach Pro-Am, Taylor Made Pebble Beach Invitational, Pebble Beach Food & Wine and PURE Insurance Championship.

• Take calls during peak times, periods of high call volumes and as needed. Effectively sell world-class itineraries to luxury travelers that includes rooms, golf, dining, and other recreational activities.
• Assist the Reservations Manager with day-to-day operations, business planning which will ensure the staffs operational efficiency while delivering a superior client experience.
• Assist with the development and implementation of various operational practices that establish positive Agent - Client relationships and promote high levels of employee morale.
• Assist the Reservations Manager with the compliance and reporting for all call center operations including call volume forecasting, scheduling and staffing, client service standards, budget, forecasted hours versus actual hours, payroll, etc.
• Conducts management performance evaluations with Supervisors, Auditors, Training Coordinators and Human Resources. Meet with Human Resources to review staffing levels and employee issues.
• Organize employee focus groups for feedback for future employee development programs.
• Responsible for the management follow through of the Master Connections Associates and Internal training and coaching programs.
• Responsible for the management and adherence of the daily, weekly, and monthly performance reporting processes.
• Participate as a value-adding member of the Reservations Team.
• Assist with driving positive client guest survey metrics.

• Above all, integrity and honesty.
• College degree or equivalent experience required.
• Proven experience of leading a service driven contact or reservations center operation with 2-4 years’ experience managing an operation through periods of significant growth or change.
• Excellent…