Call Center Reservations Manager 9/4/2016

Vantage Resort Realty Glen Burnie, MD

Company
Vantage Resort Realty
Job Classification
Full Time
Company Ref #
27872781
AJE Ref #
576095665
Location
Glen Burnie, MD
Job Type
Regular

JOB DESCRIPTION

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_VANTAGE RESORT REALTY IS A PREMIER, FULL-SERVICE REAL ESTATE COMPANY OFFERING VACATION RENTAL SERVICES IN SOME OF THE EAST COAST'S MOST-LOVED RESORT DESTINATIONS. FOUNDED IN 2007 ON THE BELIEF THAT VACATION RENTAL GUESTS DON'T JUST WANT AN AMAZING LOCATION - THEY WANT AN AMAZING EXPERIENCE, VANTAGE RESORT REALTY HAS EXPANDED ITS SERVICES TO VACATIONERS AND VACATION RENTAL OWNERS FROM MARYLAND, DELAWARE, NEW JERSEY AND SOUTH CAROLINA. FROM MEMORABLE VACATIONS TO HIGH-YIELD INVESTMENT PROPERTIES, VANTAGE RESORT REALTY SPECIALIZES IN LUXURY AND QUALITY VACATION HOMES, EXCEPTIONAL SERVICE, AND A WORRY-FREE RENTAL EXPERIENCE FOR GUESTS AND OWNERS ALIKE. COMPRISED OF EXPERIENCED REAL ESTATE AND HOSPITALITY PROFESSIONALS WITH A PASSION FOR CUSTOMER SERVICE, VANTAGE RESORT REALTY ALLOWS TRAVELERS TO "VACATION MORE AND WORRY LESS."_

_VANTAGE IS SEEKING AN EXPERIENCED RESERVATIONS MANGER WITH A PROVEN TRACK RECORD IN DRIVING SALES AND MANAGING GOAL-BASED PERFORMANCE. THIS POSITION WILL MANAGE THE RESERVATION PROCESS FOR MULTIPLE LOCATIONS. IT IS RESPONSIBLE OVERSEEING A TEAM OF RESERVATIONISTS TASKED WITH ASSISTING CLIENTS TO SCHEDULE THEIR VACATIONS, - EDUCATING AND MONITORING PERFORMANCE. IT TRACKS ACTUAL RESERVATIONS TO ENSURE GOALS ARE MET AND EXCEEDED, COACHING RESERVATIONISTS TO DRIVE THE BUSINESS._

_POSITION GOALS AND RESPONSIBILITIES:_

* This position will support revenue growth through increasing reservation volume. Establishing call center Metrics based on historical data and projected forecasts:

* Partner with Vantage Resort Realty (VRR) Regional Manager and Accounting Manager to develop monthly reservations goals
* Coordinate weekly Reservation team calls
* Provide corporate recruiter with staff forecasting and skill-set to ensure proper staffing
* Regularly monitor occupancy reporting, - Partnering with Business Development and Marketing to improve under-performing rental properties within the portfolio
* Review all new listings for proper setup and ensure that reservations staff is alerted and trained in a timely manner
* Analyze lead volume and quality
* Quickly identify property-specific or overall weaknesses and work with Marketing to improve
* Assist in development and implementation of new company initiatives, such as promotions and upcoming events
* Remain current on industry best practices and changes, as well as rental price fluctuations; communicate relevant issues to key personnel
* Partner with Business Development to ensure that timely adjustments to pricing and stay restrictions are executed as needed during peak periods
* Oversee reservation process completely; regularly analyzing for improvements
* Answer client inquiries and book reservations

* Identify,recruit and hire top talent to successfully drive business goals. Manage performance to promote a culture of excellence and growth,- developing staff to operate independent of supervision:

* Work with VRR General Manager and Accounting Manager to develop Standard Operating Procedures (SOPs); Customer Experience Training; Employee Policies and Procedures; and Employee Compensation
* Oversee the hiring process
* Perform New Hire On-boarding, as well as on-going training
* Ensure best practices are being followed
* Coach team to improve closing ratios
* Monitor leads to ensure Vacation Coordinators are addressing in a timely manner and providing adequate follow up
* Assist Coordinators with price negotiations and provide approvals and/or property owner contact
* Create incentives and bonuses to boost reservation numbers

* Drive team in meeting and exceeding the following goals:

* Booking transactions , revenue, and ratio improvement
* Optional Reservation add-ons (Travel Insurance (CSA Travel Protection), Linen Packages, etc.)
* Reservation requests
* Inbound/Outbound Call Monitoring Scores
* Client satisfaction/resolution
* Calls answered within 30 seconds

* Ensure travel Insurance Program is consistently promoted
* Review Coordinator scorecards monthly to provide feedback and create action plans, when necessary

* Developreporting to analyze and track performance metrics,- monitoring growth and opportunities:

* Create a monthly scorecard for every Vacation Coordinator

* Monitor all operating KPIs including:

* Lead volume and conversion
* Reservation numbers (including total volume and revenue)
* Client survey scores

* Analyze workforceactivities such as:

* Capacity volume
* Current staff numbers vs. staff needed
* Dollar goal per Coordinator

* Oversee Vantage ReservationDatabase and Lead Managementsoftware; ensuring the system is current and all applicable client/guests information has been entered appropriately:

* Monitor Reservations for the following:

* Guests balances paid in full, in accordance with VRR guidelines
* Reservation updates
* Reservations have been properly closed out

* Pull exceptions reporting to ensure reservations and payments match
* Audit reservations for notations
* Partner with Accounting to ensure all updates have been made prior to month end closing

_QUALIFICATIONS:_

_TO BE CONSIDERED FOR THIS POSITION ALL CANDIDATES MUST HAVE THE FOLLOWING:_

* BS in Business Management, preferred
* 3-5years Reservations Management in the Hospitality Industry (Vacation Rentals, Hotel, Travel Agency, etc)
* Must be proficient in Microsoft Suite, additional computer skills a plus
* Ability to obtain required MD planning, assigning and directing work; appraising performance; addressing complaints and resolving problems.

_APPLICANT MUST HAVE THE FOLLOWING SKILLS:_

* Able to mentor, coach and develop a team
* Ability to delegate and manage delegated items while executing their own tasks
* Highly organized and detail oriented
* Self-motivated, highly driven, sales-oriented professional
* Acute sense of urgency, with strong time management skills- regularly beating deadlines with accurate work
* Strong follow-up skills and tracking prospects
* A strong desire to work on commissions for unlimited earning potential
* Strong communication skills--Verbal and Written, and be able to speak quickly on their toes
* Ability to prioritize and multi-task

The ideal candidate will be self-confident with a strong work ethic, and the ability to remain positive in spite of obstacles and in the face of adversity. This individual will be a quick study, capable of translating product, industry, and market learning into selling points, - while taking initiative and thinking outside the box. Candidate must be trustworthy and possess the highest ethical standards, with a competitive nature and the desire for unlimited earning potential. Experience with yield management is a plus.

COMPANY OVERVIEW

Vantage Resort Realty is the fastest growing vacation rental company in Ocean City. In just four seasons, we have become the second largest vacation rental manager in one of the most competitive vacation rental markets in the US. In addition, we have become the leader in the luxury vacation rental market and have the best inventory in Ocean City. We have done this by building a very innovative and unique company that doesn't follow the established mold. In addition, we offer our guests exclusive benefits that rival 5 Star Hotels. These benefits include Free Concierge Service, Business Center, Free Gym Membership, Complimentary USA Today and many more.

Our staff enjoys incredible benefits including tuition reimbursement, medical and dental plans, 401k, impressive PTO (paid time off) and fabulous vacation benefits. Our travel program allows team members to travel to any of our 1,500 affiliate properties throughout the US, Mexico and Caribbean for only $248/week. Compensation package includes base salary and aggressive commission program.