Call Center Manager

The Reservations Manager will oversee day-to-day sales process, operations and administration of the Reservations Office for the Rooms and Restaurants & Bars division. This includes monitoring standard of performance for all functions, on-going training and coaching, assisting in the administration of electronic marketing and overseeing the full guest journey experience from pre-arrival to post-departure.

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

• Explore Freely: Immerse yourself in our Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties, allowing you to explore new destinations effortlessly.
• Share the Experience: Enjoy UNLIMITED Friends and Family discounted rates, creating unforgettable memories together.
• Comprehensive Health Coverage: Take charge of your well-being through our pre-tax flexible benefit plan, covering healthcare and dependent care expenses, tailored to your needs. Our comprehensive medical, dental, vision, life, and disability benefits, including pet insurance ensures peace of mind for you, your family, and your furry companions.
• Build for the Future: Plan for tomorrow with our 401(k) plan, complete with a company match, empowering you to build financial security.
• Support When You Need It: Navigate life's challenges with confidence through our Employee Assistance Program, providing support when you need it most.
• Enriched Lifestyle: Enjoy a balanced lifestyle with paid vacation, sick days, and holidays, giving you time to recharge and celebrate with loved ones.
• Exclusive Discounts: Access team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, and more, making every day a little more extraordinary.

As a member of the Lake Nona Wave Hotel team, you'll also benefit from:

• Enhanced Wellness: Benefit from special rates at the Lake Nona Performance Club, enhancing your wellness journey.
• Culinary Delights: Indulge in discounts at Tavistock Group Restaurants, savoring culinary experiences at exceptional value.
• Complimentary, Convenience, and Comfort: Receive team member meals, uniforms, and parking, ensuring convenience and comfort during your workday.

• Complete new hire training, ongoing training and monitoring of all team members, with the assistance of Aspire, Forbes and Revinate (NAVIS) in order to ensure standards and revenue goals are being met.
• Motivate the team to consistently perform at a 5-star level and maximize revenue for the resort.
• Develop the department’s training plan and participate in Aspire sales training program.
• Implement and monitor weekly/monthly activities to motivate and support the team in achieving higher conversion rates and revenues.
• Maintain statistical tracking as it relates to department productivity.
• Oversee scheduling to ensure incoming call volume is handled in an appropriate manner.
• Participate in the interview process for all RSA, Guest Experience agents, and GRC’s prior to hiring.
• Develop both short and long terms goals relating to interpersonal development and departmental improvement in all members of the department.
• Develop, update or maintain Standard Operating Procedures for all aspects of department.
• Plan and facilitate team meetings and daily debriefings.
• Monitor responses to all guest inquiries by phone, email and fax.
• Interface with all departments such as Front Desk, Concierge, Spa, F&B Outlets and Housekeeping to ensure guest needs are being met.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Answer the phone system using a positive and articulate voice.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Make certain that all proper routing and billing is in place.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • all resort features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Access all functions of the computer and phone operating system.
• Complete any assignments in timely manner.
• Set up work station with necessary supplies and resource materials.
• Secure headset to console and log onto system.
• Review the daily business levels, anticipate critical situations and plan effective solutions to expedite these situations best.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that team members report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for team members.
• Assign work duties to team members.
• Conduct pre-shift meeting with team and review all information pertinent to the day's business.
• Constantly monitor team’s performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor communication logs and ensure follow-up on guest requests.
• Monitor team’s communication with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist team members with their job functions to ensure optimum service to guests.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
• Conduct ongoing training with existing team members.
• Assist guests with billing issues and make necessary adjustments.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Train all team members on guest journey (booking to post-departure) and provide follow through on expectations created.
• Manage daily Guest Experience and Reservations Agents’ development by monitoring and evaluating calls.
• Follow up with reinforcement of sales techniques through coaching and counseling.
• Monitor call activity and service levels, overflow calls, and total lost calls/abandonment and adjust as needed to insure proper handling.
• Interface with Accounting as needed on billing and commission issues.
• Operate multiple software systems such as Infor HMS, Agilysys Spa, Agilysys Reserve, Delphi.Fdc, Alice, OpenTable.
• Assist guests with concierge services such as: restaurant reservations and recommendations, driving directions, amenity orders, transportation needs and other requests as needed using Alice, Open Table, and assisting establish AIVA PBX.
• Follow up on all calls to ensure guest satisfaction.
• Ensure house is balanced 15 days out.
• Follow up with guests’ complaints to ensure completion and guest satisfaction.
• Complete daily checklist and provide any pass-on information to next shift.
• Accommodate all telephone requests in a congenial manner within company standard.
• Monitor telephone system problems and maintain log as needed.
• Ensure that current information on rates, packages and promotions is available at the call center and that all staff is knowledgeable on such.
• Seek opportunities to enhance a guest experience.
• Establish sense of ownership with team members to fully complete all guest interactions with 5-star service.
• Ensuring that guests' preferences, specials, and ETAs are notated on the reservation to ensure guests check into rooms accordingly.
• Monitor Navis (Revinate) Narrowcast to ensure all agents are complying and maximizing revenue opportunities with outbound calls.
• Attend meetings as a representative of the Reservations Department.
• Analyze room inventory and rate strategy to assist Revenue Team in selling strategy.
• Receive and resolve guest complaints and ensure corrective action is taken, ensuring guest satisfaction.
• Handle all guest requests within the purview of the Guest Experience department.
• Take all in-house request calls and enter them into Alice for dispatch to the appropriate department.
• Respond to dispatches with Radio communication system.
• Record wake-up calls into phone system.
• Make wake-up calls logged in the phone system.
• Input all guest complaints or challenges in Alice and resolve immediately and notify designated department as needed.
• Manage and respond to emergency system, in a calm and professional demeanor and notify security of situation.
• Notify emergency agencies and apprise them of the situation.
• Monitor busy lines; check back with caller on hold to update status and offer to assist.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Blocking and balancing the house in accordance to the selling strategy and availability.
• Manage Group Room Blocks by ensuring Group Rooms Coordinators are overseeing cutoff dates, attrition, and corresponding with client, Sales Manager, and Conference Services Manager in a timely manner.

Additional Duties & Responsibilities:

• Answer incoming calls in less than three rings in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve an 85% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible.  This includes offering and booking ancillary revenue.
• Respond to Push to Chat, Alice, and email inquiries.
• Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Greet guests upon arrival if requested.
• Keep current with all communication and departmental changes. 
• Assist in recognizing and maintaining relationships with repeat guests
• Ensure proper booking information is recorded for each reservation and according to resort standards.
• Collect and process deposits and final payments for confirmed bookings.
• Maintain positive relationship with travel agents and wholesalers, especially those operating locally.
• Use the Revinate Narrowcast lead management processes to follow up on leads and pursue outbound revenue.
• Process internal reservations requests, call backs, e-mails and faxes.
• Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third-party sites into property management system in a timely manner to resort established standards.
• Conduct pre-arrival calls and assist guests with any pre-arrival requests and anticipate needs for ancillary bookings.
• Conduct outbound calls to past guests to secure future reservations.
• Print reports and traces to audit reservations and ensure a satisfactory guest experience.
• Complete “call around” to the resort’s competitive hotels on a weekly basis to help ensure accurate rate positioning and opportunities within our market.
• Input rooming lists accurately per the instructions of the Group Rooms Coordinator, ensuring that name spelling, billing, dates, and specific requests are accurate.
• Serve as backup to the front desk, guest relations, and call center when needed.
• Assist the sales department when necessary and maintain communication regarding groups and special offers.

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Speak English clearly with poise and confidence using correct English and a well-modulated voice.
• Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Be fair to all team members.
• Read, interpret, and create business records and statistical reports.
• Use mathematical skills to interpret financial information.
• Understand the government regulations covering business operation.
• Make business decisions based on production reports and similar facts.
• Plan and organize the work of others.
• Listen carefully and be able to read and understand instructions, safety rules, etc.
• Adequately position Pier Sixty-Six Resort to sell rooms, activities, and amenities.
• Use personal judgment and specialized knowledge to assist in giving information to others.
• Analyze, update, and interpret established policies.
• Change activity frequently and cope with interruptions.
• Accept full responsibility for managing an activity.
• Able to type 35 w.p.m.

Experience, Education, & Licensure:

• Minimum three to four years of management experience in a full-service hotel; preferably in the areas of Front Office, Sales or Reservations.
• Minimum one-year work experience in reservations within the hotel industry or relations profession.
• Required High School Diploma or GED; prefer college degree.
• Strong working knowledge of Microsoft Word, Excel and Outlook.
• Minimum one-year experience with property management system; Prefer Opera, SynXis, and Reservations Sales suite, Revinate (NAVIS).

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