Reservations Manager

Employer: Turner Enterprises Management, LLC

Supervisory Position:  Yes

Job Title: Reservations Manager 

Uses Time & Attendance: No

Location:  Truth or Consequences, New Mexico

Division:  Ted Turner Reserves

Home Department:  Rooms

FLSA Status:  Exempt

Pay Type:   Salary

Position Type: Full Time / Benefits Eligible

Housing Provided: No

TED TURNER RESERVES SUMMARY
Ted Turner Reserves (TTR) experiences and journeys are individually crafted and tailored to their specific North American locales: Turner’s Ladder, Armendaris and Vermejo and Sierra Grande Retreat in New Mexico.  These unique adventures are intended to deliver insightful and exhilarating experiences across 1.1 million acres of private ranchlands, while also providing extraordinary guest service.   Ted Turner Reserves is committed to making a difference by inspiring individual action to preserve the integrity of our earth and the creatures that inhabit it.

LOCATION SUMMARY
The Ted Turner Reserves Central Reservations Office (CRO) is located in the heart of downtown Truth or Consequences, New Mexico, at our Sierra Grande Lodge and Spa. The Lodge is just one of the unique properties within the Ted Turner Reserves collection, including two nearby Reserves, Armendaris and Ladder, and the northern New Mexico flagship Reserve, Vermejo. The CRO offices are housed in the Vera building, separate from hotel operations, affording the team a quiet space for guest communication. Employees of the CRO are expected to work in-office and will visit the Ted Turner Reserves properties periodically for necessary training on the diverse offerings and experiences of each.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The Reservations Manager will be responsible for the development of the Central Reservations Office (CRO), the hiring, training and consistent coaching of staff, and handling reservation sales inquiries received via phone and email, and providing exemplary customer service. The Reservations Manager will be a vital voice in the Ted Turner Reserves sales and marketing organization and must work toward our revenue optimization strategy to ensure that occupancy and average room rates are maximized.

As a Reservations Manager, the job duties include, but are not limited to the following:

• Seek constant improvements to streamline department processes and increase agent efficiency, including the establishment of training guides and SOPs.
• Lead and train a team of Reservations Agents to maximize TTR revenue and meet needs of all guest types while upholding hospitality standards for all TTR properties.
• Ensure agents are utilizing best practices and, coaching as needed for peak performance.
• Review available metrics and data, which include but not limited to not booked reasons, revenue production, handle and hold times by reservation agent, etc., to guide department operations to greater profitability.
• Suggest organizational/departmental changes to benefit the CRO operation and overall profitability of Ted Turner Reserves.
• Ensure appropriate upselling of accommodation categories according to established procedures to maximize hotel average daily rate; use revenue optimization strategies to ensure a full house whenever possible.
• Ensure proper verbiage is used by all reservation team members when answering phones/emails and selling the different properties.
• Download reservations from outside channels/third-party partners. Input reservations/revisions directly into the system in a timely manner.
• Generate accurate travel agent commissions reporting for prompt partner payment.
• Post advanced deposits and ensure billing/routing is established properly.
• Participate in revenue management meetings as requested, providing valuable feedback on trends, reservation volume, response to promotions and perceived needs.
• Keep current with all internal communication and departmental changes.
• Maintain familiarity with all company/property services and travel logistics to answer guest questions and create robust itineraries; maintain familiarity with the local area to assist guests with their vacation planning needs.
• Answer TTR incoming phone calls, ensuring to connect calls to the appropriate department/property and assist with reservation inquiries and general information.
• Respond quickly and efficiently to all Ted Turner Reserves reservation inquiries/adjustments, including groups, in a friendly manner and follow-up to ensure guest satisfaction.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES
This job has supervisory responsibilities. 

COMPETENCIES AND CHARACTERISTICS
To perform the job successfully, an individual should demonstrate the following competencies:

• Must be analytical and able to understand the impact of performance metrics on company revenue and profitability.
• Must be able to understand and convey luxury-level hospitality to the Reserves’ discerning customers.
• Must be able to manage large workloads and effectively prioritize tasks with the CRO’s best interest in mind.
• Must be able to embrace a start-up business mentality; building, developing, and finding solutions.
• Must demonstrate attention to detail, congeniality, integrity, and sound judgement.
• Must possess strong written and verbal communication skills.
• Must demonstrate care and compassion for team members both inside and outside of the department.
• Must be self-directed, energetic, and motivated with multi-tasking capabilities.
• Must demonstrate clean work habits.
• Must be creative and willing to work with existing core TTR philosophy and style.
• Speaks about others inside and outside of department in a positive light.
• Must have neat and clean personal appearance.
• The successful employee will always conduct themselves in a professional manner in and out of the work setting.

EDUCATION AND/OR EXPERIENCE
A college degree in Tourism or Business is highly preferred.  Prior hotel reservations experience is required. Experience working in a luxury hotel/resort setting is strongly preferred.

CERTIFICATES / LICENSES
If position requires operation of a vehicle, the employee must possess a valid Driver’s License or be able to obtain one within 30 days of employment. The employee’s driving record must meet the standards and requirements of the Company and the Company's insurance carrier.

OTHER QUALIFICATIONS

• The employee must adhere to Company policies and procedures, which are included in the Turner Enterprises Management, LLC Employee Handbook.
• The employee must present documentation establishing both identity and employment authorization within three days of hire, pursuant to federal law.  
• The candidate will be subject to undergo pre-employment drug test and background check, (after offer is given but before applicant has commenced work).  Random drug tests are given throughout the year.
• The Company operates as a drug free/smoke free workplace.  
• The employee must sign a confidentiality agreement.  
• The employee will be required to work some evenings and weekends.

LANGUAGE SKILLS
The employee must possess excellent communication skills, written, via phone, and in person. The employee must be fluent in English, both written and verbal.  Bilingualism in Spanish is helpful but is not required.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. employee must occasionally lift and/or move up to 50 pounds.

*In accordance with applicable law, the Company will reasonably accommodate any disabled individual who requests an accommodation that will allow him/her to perform the essential job duties or functions of his/her position. Accommodation inquires must be made to the Company’s Human Resources Department for consideration.”

Turner Enterprises Management, LLC is an Equal Opportunity Employer and a Smoke Free/Drug-Free Workplace.

For more information, and to apply online, visit www.tedturner.com.