Reservation & Guest Service Manager at AutoCamp Hospitality Group Inc. – Santa Barbara, California

Do you love to create delight through design and attention to detail? Are you a MacGyver who always finds a way to get it done? If so, then we invite you to apply to AutoCamp to join our adventure.

The Reservation & Guest Service Manager will be responsible for all reservations sales operations. They will strive to ensure outstanding guest service is provided on each and every call and will coach the reservations team to exceed their revenue, and guest delight goals. The Reservation & Guest Service Manager will excel at managing a remote team of reservations agents and will utilize technology to maximize efficiency and effectiveness in exceeding departmental goals.

AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world’s top outdoor destinations – we call it Outdoor Hospitality.

Sound good? We’d love to hear from you. Be sure to attach both a resume and a cover letter telling us about your relevant experience and salary requirements. Please Note: Resumes submitted without a cover letter will be crumpled up and used as campfire kindling.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manages all Reservations Sales and Call Center Guest Service operations. Responsible for planning department goals and directing Team Members to achieve results. Provides guidance and direction to ensure overall departmental success.
• Will be responsible for scaling up our in-house reservations team to match our growth trajectory as well as to schedule that team based on call volume.
• Will create Agent Training materials as well as a system for keeping the team updated on any hotel policy or amenity changes.
• Will manage a system of integrated, hospitality focussed call tracking software and booking softwares.
• Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training.
• Manages Relationship with 3rd Party Overflow call center provider.
• Follow all Human Resources policies. Ensures Team Members receive any required training or attend mandatory meetings.
• Monitors and develops Team Member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
• Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and overall revenue.
• Ensures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Ensures Team Members are kept informed about policies and procedures.
• Monitors all reservations systems to ensure data is flowing between them accurately and efficiently. Ensures all Team Members have clear understanding of data entry
• standards and expectations.
• Resolves customer complaints and anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and Team Member performance to ensure high levels of customer satisfaction and quality.
• Follows all safety policies and procedures. Reports potential safety issues to the VP whenever observed and takes immediate action to resolve in emergency situations.
• Reporting to work as scheduled (on time and on a regular basis) is an essential function of the job.
• Maintains up-to-date awareness of area activities and market trends.
• Promote awareness of our brand internally and externally.
• Develops and maintains positive working relationships with all Supervisors and Team Members, and supports the team to reach common goals.
• Represents AutoCamp professionally including at trade shows, conferences, and other events to drive group business
• Ensures group expectations and details communicated by customers are met on-property to insure a 5-star experience.
• Manages reservations specific technology as well as any relationships with those tech vendors and distribution partners such as Hilton
• Makes merit decisions within budget or established guidelines. Determines promotions within company policy.
• Approves leave and time away from work within company policy. Enters schedules and monitors timecards for accuracy.
• Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service.
• Monitors and maintains the Reservations systems and equipment to ensure their optimum performance.
• Runs and analyzes various reports to monitor customer satisfaction, occupancy, revenue, competitive situations, etc.
• Attends all required meetings.

Required Education & Experience:

• High school diploma or GED.
• At least 2 year prior hotel reservation sales manager experience preferably high-end boutique or resort destinations.
• Experience with Synxis and the NAVIS suite of products is a plus.
• Multi-property reservation sales experience is a plus.
• Experience managing a remote team is a plus.

The right person will have:

• Demonstrated ability to achieve sales goals
• Working knowledge of Cloud Based Applications; knowledge of Google Suite products preferred.
• Clear, concise written and verbal communication skills
• Must have a passion for the great outdoors.
• Thoroughness and an Attention to Detail
• Excellent and Attentive Customer Service
• Must be a MacGyver, and able to find solutions when problems arise