Kerzner International
Supervisor, Reservations (Bozeman, MT) (14754)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
*This position is based in Bozeman, Montana*
Job Summary Create a working environment that supports our core values. Supervise daily operations of the Reservations department, with the aim of achieving a consistent level of service. Optimize revenue by effectively following the set selling strategies through revenue management. Providing leadership and support to agents through motivation, coaching, mentoring with the overall aim of achieving key targets.
Key Duties and Responsibilities In the absence of Managers conduct shift briefings to ensure hotel activities and operational requirements are known to the team
Ensures that the team is aware of all promotional rates and packages. Effectively sells product and services using up-selling, cross-selling and suggestive selling techniques
Manages third party sites and ensures proper implementation of reservations procedures
Maintains an elevated level of communication and feedback within the department
Assists Manager with allocating daily tasks to agents and directs team members in their daily activities and redeploys team members to meet the requirements of customer operational needs
Observes agents daily work and provides structured, consistent support and advice to improve customer service experience
Supervises and coaches agents in accordance with established productivity and performance standards. Monitors service standards and provides input to annual reviews of staff
Actively manages record, administers, and communicates to Manager employee relation issues, including absenteeism, timekeeping, and schedule adherence
Ensures compliance with all service level agreements, quality standards and data collection conducted by all team members is to the specified standard
Maintains effective and supportive team environment by sharing team member’s feedback with Manager
Monitors incoming calls and proper shift staffing to avoid or keep abandoned calls to a minimum
Maintains inventory of supplies needed for the department
Manages no-show and late cancellation reservations by investigating, recording and charging them efficiently
Understands the department’s KPI (Key Performance Indicators) and helps to monitor and periodically measure progress towards achieving the goal
To assist with other duties as required by the Manager or another management team member
Skills, Experience & Educational Requirements A minimum of 2 years of experience with Reservations, or extensive experience working in contact center
Proven leadership skills, with a hands-on, solutions-oriented approach
Must be fluent in spoken and written English
Proficient in use of computer applications, such as Opera and Microsoft Office (Excel, Word, PowerPoint)
Must be able to work flexible hours as needed, including weekends and holidays
Medical insurance - 80% of premium paid by employer
Health Savings Account with $50 employer contribution per pay period
Dental, vision & life insurance- 100% of premium paid by employer
5 weeks of PTO (Paid Time Off)
8 paid holidays
Uniform provided & complimentary laundering
Complimentary transportation to/from resort
Complimentary meal per shift
Discounts at F&B outlets on property
14 nights per year at $100/night* at Kerzner Properties worldwide
Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership
Physical Requirements The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:
Standing, walking, stooping, kneeling, and bending in an operational environmentfor extended periods
Frequent bending, twisting, stooping, reaching, and pulling
Lifting and carrying of loads weighing up to 30 pounds
Remaining in a stationary position for long periods
Constantly operating a computer and other office productivity machinery
Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
#J-18808-Ljbffr
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
*This position is based in Bozeman, Montana*
Job Summary Create a working environment that supports our core values. Supervise daily operations of the Reservations department, with the aim of achieving a consistent level of service. Optimize revenue by effectively following the set selling strategies through revenue management. Providing leadership and support to agents through motivation, coaching, mentoring with the overall aim of achieving key targets.
Key Duties and Responsibilities In the absence of Managers conduct shift briefings to ensure hotel activities and operational requirements are known to the team
Ensures that the team is aware of all promotional rates and packages. Effectively sells product and services using up-selling, cross-selling and suggestive selling techniques
Manages third party sites and ensures proper implementation of reservations procedures
Maintains an elevated level of communication and feedback within the department
Assists Manager with allocating daily tasks to agents and directs team members in their daily activities and redeploys team members to meet the requirements of customer operational needs
Observes agents daily work and provides structured, consistent support and advice to improve customer service experience
Supervises and coaches agents in accordance with established productivity and performance standards. Monitors service standards and provides input to annual reviews of staff
Actively manages record, administers, and communicates to Manager employee relation issues, including absenteeism, timekeeping, and schedule adherence
Ensures compliance with all service level agreements, quality standards and data collection conducted by all team members is to the specified standard
Maintains effective and supportive team environment by sharing team member’s feedback with Manager
Monitors incoming calls and proper shift staffing to avoid or keep abandoned calls to a minimum
Maintains inventory of supplies needed for the department
Manages no-show and late cancellation reservations by investigating, recording and charging them efficiently
Understands the department’s KPI (Key Performance Indicators) and helps to monitor and periodically measure progress towards achieving the goal
To assist with other duties as required by the Manager or another management team member
Skills, Experience & Educational Requirements A minimum of 2 years of experience with Reservations, or extensive experience working in contact center
Proven leadership skills, with a hands-on, solutions-oriented approach
Must be fluent in spoken and written English
Proficient in use of computer applications, such as Opera and Microsoft Office (Excel, Word, PowerPoint)
Must be able to work flexible hours as needed, including weekends and holidays
Medical insurance - 80% of premium paid by employer
Health Savings Account with $50 employer contribution per pay period
Dental, vision & life insurance- 100% of premium paid by employer
5 weeks of PTO (Paid Time Off)
8 paid holidays
Uniform provided & complimentary laundering
Complimentary transportation to/from resort
Complimentary meal per shift
Discounts at F&B outlets on property
14 nights per year at $100/night* at Kerzner Properties worldwide
Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership
Physical Requirements The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:
Standing, walking, stooping, kneeling, and bending in an operational environmentfor extended periods
Frequent bending, twisting, stooping, reaching, and pulling
Lifting and carrying of loads weighing up to 30 pounds
Remaining in a stationary position for long periods
Constantly operating a computer and other office productivity machinery
Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
#J-18808-Ljbffr