Assistant Reservations Manager – Luxury Resort Team Lead

City of Lincoln; Pacific Grove (CA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Employee discounts

Employee Golf Privileges

Learning and development opportunities

Lunch provided

Job summary

Pebble Beach Company in Pebble Beach, CA, seeks an Assistant Reservations Manager to lead a fast-paced Reservations Center. You will support operations, ensuring friendly, professional service across channels and drive occupancy and revenue through exceptional guest experiences.

You will supervise Supervisors and Agents, collaborate with the Reservations Manager, implement efficient practices, forecast call volumes, and coach staff to uphold the brand's luxury service standards.

Qualifications

• 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 written and verbal communication skills with the ability to establish effective relationships with all levels including executive management.
• Results-driven executive who enjoys not only building the strategy, but also rolling his or her sleeves up to drive results.

Responsibilities

• 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.

Skills

Customer service leadership

Team management

Communication skills

Forecasting & planning

MS Office proficiency

Education

Bachelor's degree or equivalent

Job description

Pebble Beach Company in Pebble Beach, CA, seeks an Assistant Reservations Manager to lead a fast-paced Reservations Center. You will support operations, ensuring friendly, professional service across channels and drive occupancy and revenue through exceptional guest experiences.

You will supervise Supervisors and Agents, collaborate with the Reservations Manager, implement efficient practices, forecast call volumes, and coach staff to uphold the brand's luxury service standards.