Job Information
Spanish Peaks Mountain Club Corporate Central Reservations Manager in Irvine, California
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At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
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Central Reservations Manager
SUMMARY
The Manager of Central Reservations is responsible for ensuring excellence in both service and accuracy through training and motivating Montage International’s Central Reservations Sales Agents. This includes management of daily operations, guest recovery, and problem solving for multiple properties. The manager will set team and individual goals, and monitor performance and efficiency to consistently meet standards while driving revenue by using refined sales techniques.
ESSENTIAL FUNCTIONS
Major areas of responsibility / management include, but are not limited to:
Ensuring accurate completion of incoming reservations, modifications, cancellations, and daily tasks through adherence to standard operating procedures.
Driving revenue through lead follow-up and outbound communication.
Extensive and ongoing training of product knowledge for multiple properties.
Interacting as needed with on-property Front Office, Sales Teams, and Group Rooms Coordinators.
Preparing and distributing daily, weekly, monthly, and annual reporting.
Managing associate engagement, counseling, and feedback, as well as scheduling, payroll, recruitment, and department meetings.
Maximizing revenue by ensuring that agents possess full knowledge of all rate plans and products.
Monitoring agent effectiveness and efficiency through use of the Revinate Reservations Sales system including weekly call scoring and coaching.
Regularly performing audits of all templates and confirmations to ensure accuracy.
Ensuring 24 hour or less turnaround on all email, voicemail, leads etc.
Driving incentive achievement through a team focus on the goals, tracking and motivational tools.
Facilitating commission processing.
Monitoring system performance, submitting and following up on service support tickets.
Coordinating with the Director to determine action items to achieve long-term company and department goals.
Monitoring compliance with privacy, use of technology, PCI compliancy and all other Montage International polices.
QUALIFICATIONS
Minimum of two years’ experience leading a team of five people or greater.
Experience working in hotel reservations and/or front office.
Excellent verbal and written communications skills, with the ability to speak, read and write the primary language(s) used in the workplace, including proper spelling, grammar, and punctuation.
The ability to solve problems and make rational decisions. Acute attention to detail.
Ability to work at a computer for 8 or more hours per day, while answering the phone and typing.
High school or equivalent education.
PREFERRED
Luxury Hotel Management
NAVIS/REVINATE certification
Applicable experience with Microsoft Office 365 and TEAMS
Experience managing a remote team of associates
Bachelor’s Degree
PHYSICAL REQUIREMENTS
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Must be able to lift up to 15 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates; use of these senses will occur on a constant basis.
The pay scale for the Central Reservations Manager is $85,00.00. The pay scale is the base salary, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.
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