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Reservations Manager 

Position Reservations Sales Manager  
Location Edgewood Tahoe  
About the Organization Just steps from majestic Lake Tahoe, Edgewood Tahoe offers an award-winning experience with a LEED silver certified mountain lodge, tranquil spa, and award-winning 18-hole championship golf course-along with a wide array of dining, shopping, and outdoor activity options-Edgewood Tahoe is the premier all-encompassing lakeside resort experience in the Sierra Nevada. We are currently seeking individuals excited to explore the endless opportunities within our Edgewood Family.  

Position Summary:

As the Reservations Manager, you will orchestrate and lead a highly effective team of reservation sales agents and all department functions for Edgewood Tahoe Resort. Creating a culture of loyalty and commitment to create lasting memories for our guests while meeting Edgewood’s service standards. Manage the performance and strategies of the department to maximize revenue opportunities that meet or exceed revenue targets. In this position you exhibit excellence in your commitment to our guests and your team. Reimagine luxury hospitality with us.

Essential Functions:

  • Coordinate schedules, training and advancement of Reservation Team members and supervisor.
  • Responsible for performing training needs assessment – participate in listening to and scoring Agent calls, coaching and mentoring Agents to perform to Forbes/Aspire Service Standards.
  • Embrace Edgewood Tahoe Resort mission, core values and competencies. Incorporate these values during coaching and training sessions leading to Individual Reservation Agent and total Reservations Team continuous performance improvements.
  • Creates and manages the training program of new hires to acclimate to the department
  • Prepare training materials, training schedules, and systems training for the team members
  • Build and maintain strong working relationships with the reservation team to build a knowledgeable, confident and customer focused team
  • Oversee and audit the service standards and operations of the reservations department. Regularly check the input and the quality of data (segmentation, denials tracking, etc.) points.
  • Manages all payroll functions.
  • Holding the Reservations Sales Supervisor and agents accountable for:
    • Understanding callers unique guest room needs and matching those needs with ideal features that will benefit the guest experience.
    • Learning the guests needs and assisting in enhancing the experience at the resort by offering and providing information on amenities available to them.
    • Developing an itinerary of any services booked by the guest which, not limited too, may include Adventure Shop excursions, dining reservations, golf tee times, and spa services.
    • Ability to perform all Reservation Sales Agent duties and responsibilities. Listen and communicate effectively with a wide range of callers, close the sale, and input detailed information in the PMS and Navis systems accurately and efficiently.
    • Foster superior performance, exhibit excellence in cultivating the guest experience and succeed in the execution of the Edgewood vision.
  • Follow a sell strategy as determined by Revenue Management and reacting to business changing demands with a focus on maximizing revenue.
  • Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services
  • Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
  • Periodically evaluate ongoing programs/promotions to ensure that they reflect any changes
  • Participate in weekly revenue meetings to maintain communication of strategies and need periods.
  • Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
  • Verify if reservation confirmation letters?are accurate and appropriate for various promotions
  • Verify promotions loaded into PMS/CRS to ensure their accuracy
  • Monitor PMS/CRS/RMS/Navis integrations to ensure they are in sync.
  • Other duties as assigned. Responsibilities and activities may change at any time with or without notice.
Position Requirements

Qualifications/Special Skills:

  • 2-4 years of hands-on Hotel Reservation Management experience required.
  • Bachelors or Masters degree in Hotel Management Preferred
  • You should be an experienced guest service professional with excellent phone skills, ability to multitask and have a passion for service and hospitality.
  • In addition, you must be a willing team player, ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software, Booking engine
  • Highly computer literate with a high-level command of Excel.
  • Knowledgeable of hotel technology: PMS, Channel Manager
  • Ability to interact with a wide variety of people in a professional manner
  • Team player attitude, ability to effectively work with all departments in Resort
  • Effective verbal and written communication skills needed.
  • Available to work varied shifts when needed, including weekends, holidays, and nights.
  • Opera, Navis, and SynXis experience preferred.

All Edgewood Team Members are Expected to:

  • Embrace and promote all facets of our vision, mission and values.
  • Exhibit resort knowledge to accurately support and promote all departments, amenities and programming ventures.
  • Strategically balance customer, business, and team member needs.
  • Be flexible to meet business demands, work well under pressure, meet deadlines, and manage time appropriately.
  • Work with a broad-based constituency and provide excellent service to all internal and external guests.
  • Demonstrate cooperative behavior with colleagues and supervisors.
  • Keep information confidential as directed in the confidentiality agreement.
  • Support and comply with all Edgewood policies, procedures, and standards.
  • Protect Edgewood assets and report all safety concerns to supervisor or Security.
  • Be an ambassador of Edgewood inside and outside of work.
Shift Days  
Exempt/Non-Exempt Exempt  
Full-Time/Part-Time Full-Time  
Category Sales and Marketing  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Email None Specified 

Email None Specified 

Workers Compensation None Specified 

SuperVFlg None Specified 

EEO-4 Job Category None Specified 

supervisorUID None Specified 

This position is currently not accepting applications.

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