Reservations Sales Manager

Hyatt Hotels Corporation; Lenox (MA); On-site; USD 58,000 - 69,000; Full time

Benefits offered by this job

World class resort

Fortune's 100 best companies to work 


Tuition or wellbeing reimbursement

Free golf

Employee discounts on spa services

Discounted Hyatt rates

Flexible schedules

Job summary

Miraval Berkshires in Lenox, MA is seeking a Reservations Sales Manager to lead the reservations team and optimize revenue through strong service and call-handling performance.

The role requires experience in high-end sales and hospitality operations, with proficiency in GDS and reservations software. You will collaborate with property departments and revenue teams to meet targets and maintain guest satisfaction.

Qualifications

• Minimum of 3 years of high-end sales and customer service experience, preferably in a call center, sales/customer service and/or hospitality environment.
• Thorough working knowledge of GDS, reservations software and booking systems is preferred.
• Exceptional verbal and written communication skills with ability to articulate resort information to guests and new agents.
• Experience in development and delivery of training information.
• Flexible to work weekdays, weekends, mid shifts, nights and holidays.

Responsibilities

• Effectively manages reservations processes to maximize efficiency and guest satisfaction.
• Oversee training and coaching of department to ensure consistency.
• Coordinate with development team to implement brand practices and tools.
• Manage remote team agreements and staffing plans with Revenue/Finance teams.
• Ensure adherence to Miraval call flow, provide daily coaching and timely feedback.
• Collaborate with Revenue Manager to align staffing with budget and goals.
• Assist with onboarding, hiring and on-site coverage as needed.

Skills

High-end sales

Customer service

Call center experience

Hospitality industry

Tools

GDS

Reservations software

Booking systems

Job description

Close Inclusive Collection Job Postings Notification

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It's important to constantly challenge your knowledge and step out of your comfort zone."

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It's important to constantly challenge your knowledge and step out of your comfort zone."

Peggy Focheux Duval: Director of Learning & Development, France

58,000.00 Yearly US Dollar (USD) pay basis

Summary

At Miraval Berkshires it is our ongoing purpose to bring imagination, authenticity and meaning to wellness. Each day we work to bring out the best in all we do for our guests and colleagues (you) to take comfort in.

Candidates interested in joining us on this journey need to believe in the power of the individual and understand that regardless of the job, every position has meaning and is important to Miraval's purpose.

We are currently seeking a Reservations Sales Manager. This position b uilds and maintains a buying culture while ensuring the smooth and efficient operations of the department through prompt, effective and superior reservations service to achieve optimum revenue and consumer satisfaction. Works with key stakeholders in a benevolent manner to achieve the following: net conversion rates equal to or greater than 40%, abandonment rates which are equal to or less than 5%, call compliance equal to or greater than 90%, overall call scoring of 90% or better in lockstep with Communications Coach and Supervisors in addition to a 75% intention gathering call scoring, and same day email response.

Essential Functions:

• Effectively manages reservations processes, continually improving upon them, to maximize efficiency, and internal/external customer satisfaction.
• Expert of Home Property
• Oversee the Training and Coaching of department to ensure it is consistent
• Oversee, by way of the development team, brand practices
• Manage Remote Team agreements
• Update Matrix when needed
• Maintain relationships with other department heads (Programs, Spa, Culinary, Front Office, etc)
• With help of development team, assist with coaching, development plan and do disciplinary action when needed.
• Ensures strict adherence to the Miraval call flow by: coaching on a daily basis, scoring calls each day, providing one on one feedback in a timely manner and working with floor supervisor to provide on the fly coaching on a continual basis
• Works proactively with the Revenue Manager to create a schedule that is in lockstep with staffing guidelines.
• If staffing guidelines are not met, manager is expected to take calls
• Works with supervisor to make certain breaks and lunches are taken in a manner that accommodates call volume and does not adversely impact guest service
• Provides superior guest service
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up
• Ensures effective resolution of service issues with a proactive approach to guest and associate needs
• Responsible for organizing the training program for new hires
• Updates teams on revenue goals on daily basis (with help of counterparts in sister properties)
• Ensure Reservations and/or Revenue is represented at any staff meeting including daily operations stand-up to continue on effective intradepartmental communication
• The above does reflect that of their home property, however since Reservations does operate as a collective team at times they may be asked to assist with the above tasks at their sister properties
• May be asked to oversee a project from inception to completion
• Interview and hire as needed
• Work lockstep with Finance team to ensure labor and expenses is aligned with budget
• With assistance of property leaders, ensure ALL team members are on-site once monthly
• Other duties and responsibilities as assigned

The salary range for this position is $58,000 - $69,000.

Miravalis a place where high expectations aren't just met-theyre exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the wellness industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

We thank you for your interest. Be well.

Miraval Berkshires offers:

• World class resort
• Awarded Fortune's 100 best companies to work for
• Unlimited use of our fitness center, yoga classes, and lectures
• Tuition or wellbeing reimbursement
• Free golf
• Employee discounts on all spa services and programming
• Discounted rates at Hyatt Hotels
• Positions with flexible schedules

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 3 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required
• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required
• Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents
• Previous experience in development and delivery of training information
• Exceptional time management, detail and organizational skills
• Professional demeanor with exceptional verbal, written and electronic communication skills
• Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

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