Job Description

Consistently demonstrates the Greenwood Communities and Resorts (GCR) mission, values, and customer service philosophy through both job performance and interactions with others. This role oversees the Reservations Department, leading a team of 5–10 Vacation Planners, and is responsible for driving and enhancing upsell opportunities across all amenities to enrich the overall guest experience.

ESSENTIAL JOB FUNCTIONS

• Booking and reviewing all customers’ reservations in accordance with revenue goals for all departments.
• Direct and coordinate activities of the department to include all operating revenue sources from accommodations to activity bookings such as Golf, Tennis/Pickleball, Outfitters and Marina.
• Update resort sales forecast reports to Business Development Manager and Chief Operating Officer on a daily, weekly, monthly and as needed basis.
• Manage Vacation Planners and assist the front desk by preparing work schedules and assigning specific duties.
• Work with Guest Services Manager on ALL guest correspondence, pre-stay, in-house and post stay.
• Mitigate ALL guest issues with the Guest Services Manager.
• Monitor emails on weekends.
• Handle all VRBO inquiries.
• Work daily with the Property Management Team on ongoing projects, moves and guest correspondence.
• Assist with managing Front Desk Operations with Guest Services Manager.
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Report on our competitive set and strategize on how we compare to other companies in our area, focusing on promotions and pricing.
• Determine staffing requirements, interview, hire and train new employees. Listen to calls as part of the training process.
• Answer overflow calls when needed.
• Evaluate staff performance and continuously schedule face-to-face coaching sessions to enhance performance.
• Monitor, control, and communicate inventory levels and rate and access restrictions to meet business objectives.
• Develop, implement, monitor and control sales strategies; conduct sales strategy meetings to maximize bookings and amenity revenues.
• Act as the point of contact with all wholesalers and packagers. This will require setting up partnership agreements and keeping up with the collection of monies on the terms and conditions set in place.
• Assist in developing plans associated with the overall company directives and financial goals.
• Compile data, analyze trends, develop accurate weekly and period forecasts and communicate to all departments to ensure appropriate staffing levels are maintained to provide quality of guest services while minimizing expenses.
• Establishes, measures, monitors and effectively evaluates processes, policies, and procedures.
• Document all offers and promotions that are presented on the website, print or through our partners.
• Maintain a current training manual for new staff and update as needed.
• Maintain an ongoing training system to ensure continued development of vacation planners and front desk staff.
• Conduct regular one on one meetings with vacation planners to review phone calls and identify areas of improvement to attain best sales practices. This needs to be scheduled at least once a month.
• Meet regularly with operations staff to ensure all changes and reoccurring issues are being addressed.
• Monitor our current CRM and all other working systems and initiate support tickets as needed.
• Assist in performing Sales and Services training across the Resort.
• Communicate both verbally and in writing to provide a clear direction to staff.
• In-office schedule required.

Requirements

• Ability to manage and lead a resort reservation sales team.
• Reservation Department management experience.
• Experience in a full-service resort preferred.
• Knowledge of resort revenue programs.
• Always maintain a professional appearance and manner.
• Strong communication skills
• Ability to foster employee development.
• Analytical and technical skills.