Reservation Manager

CoralTree Residences Hawaii - Regional Office Maui; Kihei (HI); On-site; USD 78,000 - 85,000; Full time

Benefits offered by this job

PTO 24 days

5 free room nights

Employee discounts

401(k) with company match

Medical, dental, vision

Parental leave

Pre-tax flexible benefit plan

Employee assistance program

Job summary

CoralTree Residence Collection Hawaii is seeking a Reservation Manager to lead the Reservations Sales team in Kihei, HI, directing staff, procedures and systems to maximize revenue.

The role requires supervising agents, coordinating with vendors, and driving process improvements while maintaining high service standards. A background in hospitality reservations is essential for success.

Qualifications

• Minimum three years in reservations in a supervisory/management role.
• Strong decision making under limited supervision.
• Proficient in Microsoft Excel, Word, Outlook and PowerPoint.
• Experience with Track, SynXis and GDS systems preferred.

Responsibilities

• Answer Reservations Sales calls and emails to cultivate agents and resolve issues.
• Lead Reservations Sales Agents and supervise staff, SOPs and processes.
• Develop and monitor training materials and performance, ensuring revenue focus.
• Oversee reservations systems/tools (Live Chat, Navis, eConfirmations, Track).
• Produce reservations reporting and implement process improvements.

Skills

Verbal communication

Written communication

Leadership

Supervisory experience

Excel

Word

Outlook

PowerPoint

PMS systems

Track

Education

Bachelor’s degree in hospitality or related field

Tools

Navis

eConfirmations

Track

SynXis

GDS systems

Job description

Overview

Seize this unique opportunity to become a part of the CoralTree Residence Collection, Hawaii as the Reservation Manager. Primarily responsible for the day-to-day operations and administration of the Reservations Sales team for CoralTree Residence Collection Hawaii. The position of the Reservation Manager requires a leader that directly supervises the reservations staff, systems and processes and orchestrates a cohesive plan, strategies and resources for the effective management of the department and help maximizing revenue.

Compensation: $78,000 to $85,000 a year. The position is based in Kihei, HI and relocation is not available.

As a valued member of our team, you'll receive a comprehensive benefits package that includes:

• Earn up to 24 days of PTO (Paid Time Off)
• Five free room nights at CoralTree Hospitality properties!
• Unlimited Friends and Family discounted rates
• 401(k) Retirement Savings Plan with a company match
• Group medical, dental, vision, life, and disability benefits
• Paid Parental Leave
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• Employee Assistance Program
• Access to employee discounts from industry-leading travel, entertainment, and retail brands, including Walt Disney World, Live Nation, Samsung, Hertz, and many more!

At CoralTree Residence Collection, we are proud to be an equal-opportunity employer. We value diversity and inclusion and believe that a diverse workforce leads to a more innovative and successful organization. Qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Responsibilities

• Answer Reservations Sales telephone calls to cultivate assist Reservations Sales Agents, prevent high abandonment call rates and solve customer issues.
• Must possess strong verbal and written communication skills, takes reservations through phone, email and Live Chat; and make reservations in an efficient and customer focused manner, utilizing company sales techniques.
• Establish and maintain consistent and cohesive processes, procedures, training manuals and SOP’s (Standard Operating Procedures) for the Reservations Sales office, ensuring accuracy, efficiency and quality.
• Monitor and manage the optimal performance and function of Reservations systems and vendors which may include:
  • Live Chat
  • Navis
  • eConfirmations
  • Track
• Responsible for reservations statistical reporting, monitoring and analyzing, and executing changes in processes or procedures as necessary.
• Provides research, feedback and solutions on a variety of subjects to managers and executives.
• Maintains a positive work environment under changing conditions.
• Directly supervises and provides leadership to Reservation Sales Agents, including coaching, project management, goal setting, measurement and performance reviews, ensuring high morale, effective individual performance and accountability.
• Must be able to comprehend and coordinate the effectiveness of new and ongoing Reservations systems, processes and procedures (SOPs) to ensure the best possible use of each system correlates to revenue maximization. Proactively questions practices and is able to identify cause and affect changes and improvements.
• Uses advanced problem solving and analytical skills, both quantitative and qualitative to recognize patterns and trends in the Reservation Sales Agents results.
• Must have technological skills, including PMS Systems, Inventory Management tools, basic Excel, Word knowledge.
• Effectively manages and monitors the PMS system to implement new / changed rates, categories, units, promotions, programs.

Qualifications

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.

• Minimum three years prior experience in reservations in a supervisory or management capacity.
• Requires a solid decision maker that can make effective decisions under limited supervision.
• Must have computer and systems proficiencies, particularly Microsoft Excel skills and solid knowledge of Microsoft Word, Outlook and PowerPoint.
• Requires excellent verbal and written communication skills with the ability to communicate complex technical data so that it is easily and concisely understood.
• Experienced with Track, SynXis systems, GDS systems, OTA extranet systems preferred.
• Ability and flexibility to work under pressure and concurrently on multiple projects.
• Strong time management, organization and prioritization skills with comfort in being self-directed, following up and meeting deadlines.
• Desire previous condo or vacation rental experience.
• Ability to interact effectively with all levels of customers/employees to be able to align and integrate with other departments.
• Requires State of Hawaii Driver’s License.