Assistant Reservation Manager

Mainsail Lodging & Development; Tampa (FL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

401K

Paid Time Off

Job summary

Join a leading hospitality company as an Assistant Reservation Manager in Tampa, Florida. This role involves managing a team of Reservation Sales Agents, ensuring excellent customer service, and achieving sales goals. Candidates should have supervisory experience and a strong background in customer service. The position offers full-time benefits including health insurance and 401K.

Qualifications

• 2-3 years of supervisory or management experience preferred.
• Experience in hotel front office or reservations preferred.

Responsibilities

• Supervise and motivate the Call Center Team.
• Achieve sales goals and manage reservation emails.
• Handle customer service issues ensuring guest satisfaction.

Skills

Customer Service

Supervisory Experience

Management

Education

High School Diploma

Further Education

Tools

Revinate CRM

MARRIOTT Systems

LIGHTSPEED PMS

Job description

Join to apply for the Assistant Reservation Manager role at Mainsail Lodging & Development

Overview

The objective of this position is to manage and lead our team of Reservation Sales Agents by managing calls and email, as well as the day-to-day operations of a hotel reservation call center. The role involves working closely with the Director of Call Center Operations to manage all computer systems used and to achieve customer and associate satisfaction.

Qualifications

• High School diploma or equivalent; further education preferred.
• Two to three years of supervisory or management experience; hotel front office or reservations experience preferred.
• Customer Service or Call center experience preferred.
• Experience with Revinate CRM, Marriott systems (MARSHA, OPERA PMS), LIGHTSPEED PMS, and vacation rental software is a plus.

Key Responsibilities

1. Supervise and motivate the Call Center Team, assist with staffing, set incentives, and foster a welcoming environment.
2. Monitor calls, provide coaching, participate in training, and ensure excellent customer service.
3. Achieve sales goals, manage reservation emails and voicemails, and support revenue strategies.
4. Communicate regularly with various hotel and corporate staff to coordinate efforts.
5. Handle customer service issues, ensuring guest satisfaction and issue resolution.

Physical and Mental Demands

• Long hours may be required, with physical ability to move throughout the building.
• Ability to sit for extended periods, lift up to 20 pounds, and perform analytical tasks.
• Proficiency in computer skills, revenue management, and effective communication.
• Ability to adapt to changes and lead a team effectively.

Benefits

• Full-time and part-time benefits, including health insurance, 401K, paid time off, and more.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Hospitality

Mainsail is an Equal Opportunity Employer and values diversity in the workplace.