Reservations Manager - Timbers Company

Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property:

Just north of Orlando, Winter Park, Florida, is an enchanting city known for its abundant outdoor spaces, quaint brick-lined streets with old-growth tree canopies, first-class shopping, and delectable dining. Our corporate headquarters manages, supports, and develops all Timbers properties around the globe. Our team embraces the year-round sunshine and warmth of Central Florida, drawing inspiration from our award-winning properties to infuse world-class hospitality, authenticity, and teamwork into everything we do.  

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

Benefits:

• Education Assistance Program 
• Wellness Reimbursement Program 
• Learning and development 
• Competitive pay 
• Volunteer time 
• Paid maternity/paternity leave 
• Fun team building events 
• 401K 
• Vacation Days 
• Personal Days 
• Holiday Pay 
• Health Insurance  
• Dental/Vision Insurance  
• LTD/STD 
• Life Insurance 

SUMMARY

Responsible for achieving leisure rental revenue through the inspirational management of a team of reservation sales agents and driving revenues for multiple properties.  Ensures energetic and effective communications with guests, travel agents, and all third-party partners.  Leverage technology to help drive revenue across the portfolio, with specific accountability for Kauai and Tuscany, Italy.

ESSENTIAL FUNCTIONS:

Essential functions are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification.  Essential duties and responsibilities may include, but are not limited to, the following:

• Manages all property reservation activities and operations for the hospitality portfolio.
• Plans, organizes, administers, reviews, and evaluates the work of assigned staff.
• Oversees staff selection, training, professional development, and discipline.
• Assists in planning goals, objectives, procedures, and work standards for the department to benefit the individual property
• Reviews and reports on reservation daily, weekly, and monthly performance activity including but not limited to:
  • Conversion, call stats, revenue booked
  • Availability
  • Occupancy
  • Arrival & Departure reports
  • Regrets & Denial reports
  • Contributes to property forecasting as needed
  • Travel Agent Commission
  • Monitors general performance of reservations staff
  • Agent productivity/call scoring and coaching
  • Meet with the on-site team for current updates and update the voice agent and Cloud 5 accordingly
  • Month-end reporting
• Responsible for handling reservation calls/emails for select properties (primary focus on Timbers Kauai and Casali di Casole) and filling in as needed when required.
• Responsible for property setup and tracking of all “company-based” accounts to ensure that the properties can identify top-producing accounts
• Responsible for reporting for all outside reporting services such as STR and Destimetrics or similar, and others as directed.
• Monitors monthly sales performance of the reservation staff via Revinate or similar.
• Provide daily reservation assistance to staff and guidance on fades to close the sale.
• Coordinates efforts with revenue management and sales department regarding occupancy, rates, revenue & reservations Analysis.
• Reviews room blocking and works with on-site property team on group blocks, and residence blocks and assists with sell-through availability
• Ensures special handling of repeat guests and every VIP guest as well as any escalations that may arise
• Manage rates and availability in the property management system to align with revenue strategies.
• Contributes to weekly revenue strategy meetings by providing team conversion, regret & denial data and sharing market knowledge.
• Establishes and maintains effective working relationships with all internal departments.
• Contributes to the efficiency and effectiveness of the department by offering suggestions on process changes and improvement and directing or participating as an active member of a work team.
• Demonstrates courteous and cooperative behavior when interacting with guests and staff; acts in a manner that promotes a harmonious and effective workplace environment.

Skills/ Requirements:

Education and Experience:

High School Diploma/GED; AND four (4) years of reservations operations experience; OR an equivalent combination of education, training, and experience.

The ability to manage a team of 3-8 people.

Knowledge of:

• Principles and practices of employee inspiration include supervision, selection, work planning, organization, performance review and evaluation, and employee training and discipline.
• Principles and practices of developing teams, motivating employees, and managing in a team environment.
• Use of specified computer applications involving the design and management of databases or spreadsheet files and the development of special report formats.
• Office administrative practices and procedures.
• Record-keeping principles and practices.
• Correct business English, including spelling, grammar, and punctuation.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone.
• Systems: Revinate, SMS, Opera Cloud, Excel, Synxis, Travelclick, Delphi/Salesforce – experience in these systems is preferred

 Skill in:

• Planning, organizing, supervising, reviewing, and evaluating the work of staff.
• Evaluating analytics, metrics, and technology of the business
• Training others in policies and procedures related to the work.
• Providing exceptional customer service and dealing with difficult guests
• Ability to multi-task in busy environments and have good time management to be effective and efficient
• Communicating effectively in oral and written forms.
• Compiling and summarizing information and preparing reports.
• Organizing your own work, setting priorities, and meeting critical deadlines.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Dealing successfully with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds.

***Evening and weekend shifts may be required.

PHYSICAL/MENTAL REQUIREMENTS:

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

Mobility to work in an office setting, use standard office equipment; stamina to sit for extended periods of time; strength to lift and carry up to 20 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone. 

Our company fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.