Shift: M-F 8am-5pm. Holidays, evenings, weekends and special events are required based on business needs.
SUMMARY
Manage all aspects of the reservations office.
Duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Actively manage the Reservation department including hiring, training, performance monitoring, scheduling, reviews and management of the NAVIS system.
Using NAVIS the incumbent will:
Be responsible for regular call scoring by listening to recorded reservations telephone calls.
Proactively provide feedback to the reservations team based on call scoring.
Find opportunities to recapture lost business.
Become proficient in data mining using information gathered by both the reservations team and automatically gathered by NAVIS.
Work closely with the Director of Sales and Marketing to establish sales goals, objectives, action plans, and budgets for the tour and travel sales effort.
Work closely with Third Party Agencies and the Director of Sales and Marketing in implementing packages, rates, availability of rooms both online and through our reservations department and assisting with VIP clients.
Keep all web affiliate rates and availability up to date.
Keep all rack rates up to date in SMS (Springer Miller Systems) for 18 months in the future.
Responsible to achieve and/or exceed budgeted FIT revenue numbers.
Participate in yield management committee to maximize revenue and lead FIT revenue reporting.
Continually research and monitor competitor’s rates and packages and manage Sundance’s rate structure, packages and promotions based on findings.
Ensure all clients and partners have updated information and sales collateral information.
Participate in FAM tours as outlined in the annual sales and marketing plan.
Generate and manage FIT sales and pace reports.
Actively participate in weekly sales meeting.
Work closely with the Director of Lodging to ensure guest experience from the reservation process through guest departure.
ALL SUNDANCE REPRESENTATIVES ARE EXPECTED TO:
Embrace and promote all facets of the Sundance Guiding Principles: vision, mission, service guidelines, and values.
Exhibit job and product knowledge to accurately support and promote all Sundance departments, amenities and programming ventures.
Strategically balance customer, business, and employee needs.
Be able to work a flexible schedule, work well under pressure, and meet multiple and sometimes competing deadlines.
Possess the necessary social skills to 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 and furthermore support and comply with all Sundance policies, procedures, and standards.
Protect Sundance assets.
Be and ambassador of Sundance inside and outside of work.
SUPERVISORY RESPONSIBILITIES
Develop and maintain extensive Sundance knowledge in the Reservations department and ensure effective communication of such knowledge. Supervise staff of approximately 3 full time year round FIT and Group Reservationists.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Complete all applicable paperwork for the above responsibilities and submit to HR in a timely manner.
ENVIRONMENTAL COMMITMENT
Support and participate in environmental programs associated with position: minimizing waste, recycling, energy conservation, purchase and use of sustainable products, education on environmental ethic, support vendors with similar ethic, decrease pollution levels, minimize the use of toxic chemicals, restore wild life habitats.
DRESS CODE
Sundance recognizes the impact that our image has on the guest’s impression of the resort and the perception of our ability to provide professional service to our clientele. In order to best promote a positive, professional image that meets Sundance guest’s expectations, employees are required to dress in a professional, conservative fashion that is appropriate for their area. Please use the following as a minimum standard:
All aspects of the Personal Appearance policy (SPL#50) must be in compliance.
Operational managers are required to wear nametags at all times while on duty.
Clothing must be unwrinkled and clean, and in good condition (no rips, tears, or frays regardless of whether accidental or fashionably placed).
Blue jeans are permitted.
Men’s shirts must be tucked in.
Appropriate skirt length is from the knee to the ankle.
A tailored fit is required of all clothing.
Tank tops, halter tops tube tops, and spaghetti straps are prohibited.
Sleeveless shirts are permitted for females.
Bare midriffs are prohibited.
Proper footwear for your department is required.
Dress sandals are permitted for females.
Flip flops are prohibited in all areas.
Tennis shoes are prohibited unless there is a business need (ie: Mtn. Ops.)
If your department allows t-shirts, they must be in good condition and have appropriate Sundance logos.
If your department allows baseball caps, they must be in good condition and have appropriate Sundance logos.
DISCLAIMER
This is a general description of this job. All employees of SUNDANCE PARTNERS LTD. will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.
Qualifications:
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MANAGEMENT SKILLS
Financial management and accountability including preparation and adherence to departmental budget and willingness to implement improvements to achieve the financial goals of Sundance Partners, LTD.
Ability to manage change effectively.
Ability to conceptualize and implement the Sundance guiding principles.
Provide leadership to position Sundance to achieve its vision.
Communicate goals and objectives in a manner which inspires employees to live and apply the guiding principles.
Clear concise written and verbal communication skills.
Ability to sell concepts and ideas to management, peers, and employees.
Build morale and spirit.
Instill a guest service attitude in all employees.
Instill a "can-do" attitude in all employees.
Excellent time management skills.
Follow, support and enforce company policies and procedures.
Excellent problem resolution skills.
Assume responsibility and accountability for self and employees.
Ability to quickly evaluate alternatives and decide on a plan of action.
Think creatively.
EDUCATION/EXPERIENCE
Bachelor’s degree (B.A.) from four-year college or university; and two years experience in Reservations Management; or equivalent combination of education and experience.
TECHNICAL/COMPUTER SKILLS
Must be proficient in word processing, spreadsheets, internet navigation, and electronic mail.
Springer Miller Systems experience required.
CERTIFICATIONS, LICENSES, REGISTRATIONS
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must speak, read, and write English accurately and fluently.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
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 sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 25 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing 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 occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.
OTHER QUALIFICATIONS
Must be at least 18 years old or older.
Sundance Resort is an EOE.
