GSMR Reservations Assistant Manager

American Heritage Companies; Bryson City (NC); On-site; USD 27,552 - 33,062; Full time

Benefits offered by this job

Medical/Rx Insurance

Dental Insurance

Vision Insurance

401K with company match

Paid Time Off

Job summary

American Heritage Companies in Bryson City, NC is seeking a Reservations Assistant Manager to oversee the Reservation Call Center. The role involves supervising reservationists, ensuring customer satisfaction, and managing training programs.

The ideal candidate will have supervisory experience and proficiency in Microsoft Office. Competitive pay is offered, along with a comprehensive benefits package, including Health, Dental, Vision, and 401K.

Qualifications

• Effective communication in both written and spoken English.
• Ability to manage multiple tasks simultaneously.
• Highly organized with proven team leadership experience.

Responsibilities

• Supervise reservationists to ensure excellent customer service.
• Conduct daily audits of reservations made online or by phone.
• Oversee training of new and returning reservationists.

Skills

Supervisory experience

Leadership skills

Interpersonal skills

Microsoft Office proficiency

Cash handling experience

Job description

Job Location: BRYSON CITY, NC 28713; Position Type: Regular; Salary Range: $20.00 - $24.00 Hourly; Division/Department: Reservations; Job Title: Reservations Assistant Manager; Reports To: Reservations Manager; Type of position: Non-Exempt / Hourly; Employee Classification: Regular; Location: Bryson City, NC; Compensation: $20-24 depending on experience and certifications.

Job Summary

Responsible for maintaining a smooth shift in the Reservation Call Center or Ticket Depot. Their role is to ensure all reservationists / ticket agents are properly assisting customers via phone, Request Tracker inquiries, returning voicemails, handling elevated customer concerns, and training of personnel.

Benefits Offered

The Great Smoky Mountains Railroad offers a comprehensive Medical/Rx, dental and vision package with company-funded H.S.A. (for qualified employees), Parental Leave, Life/AD&D Insurance, Long/Short Term Disability coverage, Tuition Reimbursement, Train passes, a 401K with company-match and a generous PTO plan. Southern Highlands Attraction pass and Pass Exchange program for complimentary admission to area attractions.

Essential Duties and Responsibilities

• Responsible for supervision of reservationists on scheduled shift for expectations regarding courtesy, efficiency, responsiveness to customer needs, and adherence to company policy.
• Communicate with Manager concerning reservationist’s performance, both verbally and in writing.
• Report any customer concerns, safety, technical, or employee issues which need elevated to manager level.
• Supervise and coach reservationists in their duties with phone and online requests, reports, and voicemails.
• Perform a daily audit of all reservations made online or by phone, and make corrections, as needed.
• Oversee maintenance and storing of internal documents and reservation forms.
• Review all voicemails throughout the shift, assigning both reservationists and priority of response and supervising to completion.
• Assist in scheduling personnel within budget and based on volume throughout the year.
• Manage the department training program.
• Oversee the training of new /returning reservationists to adequate levels of independence.
• Distribute information to reservationists concerning policy/procedure updates, areas of focus and concerns, etc.
• Conduct weekly Toolbox Talks.
• Assist Events in serving as a liaison to the department regarding availability, blocking off cars, etc.
• When needed, recommend that an appropriate number of cars be added to accommodate additional riders.
• Communicate with parking attendants on buses or late arrivals.
• Update Calendar for special requests, cab rides, cabooses, etc.
• Communicate with Operations and Food and Beverage concerning any special needs or assistance for guests.
• Resolve issues with customers regarding concerns, questions, etc.
• Serve as Depot Supervisor, Reservationist, Group Reservationist, or Shift Supervisor as needed.
• Other duties as assigned.

Work Environment

• Mostly office environment; standing, sitting for 7 to 10-hour shifts.
• Direct interaction with the public when working as a Depot Supervisor.
• Fast-paced team environment.
• Equipment used will include, but isn’t limited to, computer, Boca Printer, fax, printer, multi-line phone system, 2-way radio communication, credit card machine and cash register.

Qualifications

• Supervisory experience required.
• Must be able to work a flexible schedule with night, weekend, and holiday hours availability.
• Knowledge of previous reservations software and cash handling experience preferred.
• Must be able to communicate effectively in both written and spoken English, possessing good leadership and interpersonal skills with proven ability to manage people.
• Must be highly organized, able to handle multiple tasks simultaneously and supervise to completion.
• Must be able to interact effectively with coworkers/vendors/customers.
• Must have proficiency in Microsoft Office including Word, Excel, Teams & Outlook.