Suncadia
Reservations Manager (Onsite/Hybrid)
Suncadia, Cle Elum, WA, United States
Overview
The Reservations Manager oversees the total operation of the Reservations Call Center at Suncadia Resort, ensuring smooth, efficient, and accurate booking procedures while maintaining a high standard of customer service and achieving property performance metrics. Their duties include managing the reservations team, setting policies and procedures for handling bookings, maximizing revenue by optimizing room occupancy, and ensuring customer satisfaction through prompt responses to inquiries. The manager works closely with front desk, property management, and housekeeping departments to ensure proper coordination and a seamless guest experience. They also analyze team metrics and booking data to implement effective strategies for enhancing reservation systems and processes and driving additional revenue to the property. In addition to their operational responsibilities, the manager fosters proactive communication, seeks out opportunities for process improvement, and executes on these opportunities, proactively seeking feedback to measure results. They work collaboratively and maintain positive relationships across departments, and as the manager of a remote team, they connect frequently with team members, monitor performance in real-time, and ensure the optimization of performance and results. The manager is a high performer and a cultural ambassador, modeling the standards and values of the organization.
Onsite/Hybrid: This is position open to Onsite/Hybrid candidates based in Washington State. Due to the in-person nature of our business, however, ideal candidate would be available to be full-time on-site or have a hybrid work arrangement.
Annual Salary Range: $65,000.00 - $79,000.00 (annual salary is a target based on a 45-hour work week).
There's no place like Suncadia.
A premier all-season resort, Suncadia is tucked away on the sunny slopes of the Cascade mountains and offers guests three distinctive choices in hotel, Inn and private home accommodations. With more than 6,000 acres of forested mountain landscape, Suncadia features 40+ miles of hiking and biking trails, thirty-six holes of golf, a luxury spa, and the 2.2 million-acre Wenatchee Washington National Forest right next door. Plus, unparalleled activities like outdoor concerts, fine dining, swimming, and more.
Why join our team?
It takes a balance of innovators, relationship builders, and risk-takers to showcase the magic of Suncadia. There's no one like you, and the individuality of our associates is central to our success. We value integrity and seek service-minded individuals who are passionate about delivering greatness. Sound like you? Join us and enjoy the benefits of being on our team.
Responsibilities
#SuncadiaResort
The Reservations Manager oversees the total operation of the Reservations Call Center at Suncadia Resort, ensuring smooth, efficient, and accurate booking procedures while maintaining a high standard of customer service and achieving property performance metrics. Their duties include managing the reservations team, setting policies and procedures for handling bookings, maximizing revenue by optimizing room occupancy, and ensuring customer satisfaction through prompt responses to inquiries. The manager works closely with front desk, property management, and housekeeping departments to ensure proper coordination and a seamless guest experience. They also analyze team metrics and booking data to implement effective strategies for enhancing reservation systems and processes and driving additional revenue to the property. In addition to their operational responsibilities, the manager fosters proactive communication, seeks out opportunities for process improvement, and executes on these opportunities, proactively seeking feedback to measure results. They work collaboratively and maintain positive relationships across departments, and as the manager of a remote team, they connect frequently with team members, monitor performance in real-time, and ensure the optimization of performance and results. The manager is a high performer and a cultural ambassador, modeling the standards and values of the organization.
Onsite/Hybrid: This is position open to Onsite/Hybrid candidates based in Washington State. Due to the in-person nature of our business, however, ideal candidate would be available to be full-time on-site or have a hybrid work arrangement.
Annual Salary Range: $65,000.00 - $79,000.00 (annual salary is a target based on a 45-hour work week).
There's no place like Suncadia.
A premier all-season resort, Suncadia is tucked away on the sunny slopes of the Cascade mountains and offers guests three distinctive choices in hotel, Inn and private home accommodations. With more than 6,000 acres of forested mountain landscape, Suncadia features 40+ miles of hiking and biking trails, thirty-six holes of golf, a luxury spa, and the 2.2 million-acre Wenatchee Washington National Forest right next door. Plus, unparalleled activities like outdoor concerts, fine dining, swimming, and more.
Why join our team?
It takes a balance of innovators, relationship builders, and risk-takers to showcase the magic of Suncadia. There's no one like you, and the individuality of our associates is central to our success. We value integrity and seek service-minded individuals who are passionate about delivering greatness. Sound like you? Join us and enjoy the benefits of being on our team.
- Benefits: Full-time employees are eligible for medical, dental, vision, 401k (with a company match!) benefits, and more
- Perks: Enjoy free golf, discounts on resort retail and food & beverage, and more!
- A Balanced Life: Full-time team members are eligible for 2-weeks of PTO and holiday pay in their first year
- Travel is good for the soul: Experience destinations around the country with team member hotel discounts
- Growth: Opportunities for internal career growth and expansion
- Celebrate: Monthly team member gatherings, quarterly events, and the legendary Team Member Golf Tournament
- Be Part of the Magic: Trust us, seeing a first-time guest take in our Cascade views never gets old
Responsibilities
- Oversee Reservations Operations: Manage the daily operations of the reservations department, ensuring smooth, efficient, and accurate processing of all guest bookings, cancellations, and modifications.
- Team Leadership & Development: Lead, train, and mentor the reservations team, setting performance expectations, providing ongoing individualized coaching, and fostering a positive and productive work environment.
- Guest Service Excellence: Ensure the highest level of customer service by addressing guest inquiries, resolving booking-related issues, and handling special requests in a timely and professional manner.
- Collaboration Across Departments: Partner with department leaders to remove barriers hindering the reservations team's ability to sell effectively. Collaborate to resolve guest and team member roadblocks, enhancing the overall resort operation.
- Reservations Systems Oversight: Oversee the functionality of the reservations system, ensuring accuracy and reliability. Troubleshoot and resolve system issues as they arise and implement upgrades or changes when necessary.
- Monitor Performance & Reporting: Analyze and report on reservations data, trends, and performance metrics. Use this data to identify opportunities for improvement and inform business strategies.
- Staff Scheduling & Coverage: Manage team schedules to ensure proper coverage, particularly during peak periods. Maintain staff attendance records and ensure adherence to budgetary guidelines.
- Promote Team Culture & Morale: Champion a positive team culture by organizing team-building activities, recognizing individual achievements, and maintaining an open line of communication to address any concerns or challenges.
- Implement Policies & Procedures: Develop and enforce reservations department policies and procedures, ensuring consistency and adherence to company standards. Maintain accountability for team members to perform to established processes and metrics.
- Guest Experience Improvement: Monitor guest feedback related to reservations, identify areas for improvement, and work with the team to implement changes that enhance guest satisfaction.
- Budget, Forecast Management & Cost Control: Assist in budget and forecast preparation and manage departmental expenses, ensuring cost control measures are in place without compromising service quality.
- Third Party Commissions: Oversee the tracking, auditing, and payment of travel agent and third-party channel commissions, ensuring accuracy and timely processing. Review commission reports, verify data, resolve discrepancies, and process payments according to established procedures. Manage performance through these channels to limit commission expenses to the property by optimizing bookings and leveraging cost-effective partnerships. Maintain up-to-date records, ensure compliance with contractual agreements, and monitor trends to identify opportunities for cost reduction.
- Manage Performance of Third-Party Call Centers: Oversee and monitor the performance of third-party call centers for Hyatt and Revinate, ensuring adherence to service level agreements, quality standards, and operational goals. Regularly review performance metrics, provide feedback, and collaborate with call center teams to implement improvements that enhance guest satisfaction and booking efficiency. Work to optimize call center processes, resolve issues promptly, and ensure alignment with property objectives.
- Support Leadership: Assist the Area Director of Revenue Strategy in strategic planning, process improvement, and setting departmental goals.
- Participation in Meetings: Actively contribute to Revenue strategy meetings by sharing reservations trends, guest booking feedback, and team performance insights. Participate in department head meetings to align on the overall direction of the property and collaborate on initiatives to enhance guest experience and operational efficiency
- Team Training & Incentive Plans: Develop an annual team training plan to support staff growth and skill development. Create and implement an incentive plan, along with ad hoc incentives, designed to focus team performance on specific areas for improvement or to achieve departmental goals.
- Ongoing Education: Attend 1-2 annual offsite overnight trainings or conferences to enhance professional development, stay updated on industry trends, and implement best practices within the reservations department.
- Monthly incentive plan available after training.
- Strong working knowledge of NAVIS Revinate, Hyatt Reserve, and Springer Miller Systems.
- Previous supervisory/management experience.
- Must be able to type 35 words a minute.
- High school graduate or equivalent.
- People person - must possess a professional, positive presentation and strong motivation to provide exceptional customer services.
- Ability to thrive and succeed in a fast-paced, demanding work environment.
- Ability to use office equipment in an efficient and effective manner.
- Strong organizational skills.
- Strong computer skills including proficiency with Microsoft Office software suite.
- Ability to read and comprehend instructions and create correspondence and memos.
- Ability to work as a ream-player and accept assignment from multiple individuals.
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