Job Summary:

• Actively manage the sales team of Reservations Agents 
• Ensure that individual sales and productivity goals are met.
• Manage productivity, lead distribution, and assignments of workload.
• Monitor scheduling and attendance for the Reservations Team and distribute performance evaluations 
• Assist in service reconciliation opportunities to achieve guest satisfaction and retention.
• Analyze team performance by evaluating calls, pitches, e-mails, and follow-up communications.
• Manage performance reports on a weekly and monthly basis.
• Monitor follow-up on all leads and maintain target follow-up rate.
• Develop, implement, and manage guest retention and lead follow-up initiatives to ensure maximizing non-booked leads, and reduce cancellations.
• Provide oversight of inbound and outbound call handling through call queues.

Skills on Resume: 

• Leadership Skills (Soft Skills)
• Organizational Skills (Hard Skills)
• Communication Skills (Soft Skills)
• Analytical Skills (Hard Skills)
• Data Management Skills (Hard Skills)
• Customer Service Skills (Soft Skills)
• Sales Skills (Hard Skills)
• Problem-Solving Skills (Soft Skills)

Job Summary:

• Monitor inbound and outbound telephone call activity using reporting through the RingCentral system.
• Use telephony, CRM, and other technology to increase efficiency in the sales department.
• Enhance and develop sales training programs and ongoing coaching programs
• Identify individual development opportunities and provide training to improve sales techniques
• Teach best practices (handling objections, watching for cues, how to develop rapport with callers, etc.).
• Lead by example through one-on-one training, role-playing, and group sales meetings
• Coaching for team to sell the full range of YMT Vacations and Go-today product experiences.
• Analyze individual agent performance for development opportunities and gap analysis. 
• Conduct one-on-one meetings to offer critical feedback, coach, and develop to ensure that lessons are learned.
• Develop and maintain scripting for inbound calls, specialized calls, products and policies.
• Develop knowledge of all aspects of each destination that YMT Vacations and Go-today offer and maintain extensive product knowledge of all itineraries.
• Learn internal systems and develop processes based on workflow and business needs.

Skills on Resume: 

• Telephone Call Monitoring (Hard Skills)
• Technological Proficiency (Hard Skills)
• Sales Training Development (Hard Skills)
• Individual Development Identification (Soft Skills)
• Leadership and Coaching (Soft Skills)
• Performance Analysis (Hard Skills)
• Effective Feedback Delivery (Soft Skills)
• Script Development and Product Knowledge (Hard Skills)

Job Summary:

• Respond to inquiries about hotel products and services by telephone, fax, and email according to standard guidelines
• Maintain complete knowledge of all hotel property and hotel offers, i.e quarantine package and SOP for guests to book with us and outlets and hotel services/features to promote its products and services
• Understand Revenue management strategies, up-sell and promote Hotel facilities and services at every available opportunity in order to maximize sales revenue
• Determine guest needs and quote the appropriate room and rate as per requirements
• Input booking information into the Reservation System
• Process amendments to reservations such as extensions, early departures, etc.
• Arrange accommodation, visas and activities for leisure, corporate and wholesaler’s guests
• Record special billing arrangements for groups and conventions
• Coordinate and communicate with all other departments to ensure a smooth operation
• Assist with recruiting and overall staffing to business needs.

Skills on Resume: 

• Excellent Communication Skills (Soft Skills)
• Product Knowledge (Hard Skills)
• Sales and Revenue Management (Hard Skills)
• Customer Service (Soft Skills)
• Reservation System Proficiency (Hard Skills)
• Reservation Management (Hard Skills)
• Logistical Coordination (Hard Skills)
• Administrative Skills (Hard Skills)

Job Summary:

• Manages reservations team, activities and operations in support of the Reservations Manager.
• Spends time daily answering reservation calls, leading by example and demonstrating support for the team.
• Plans, organizes, administers, reviews and evaluates the work of assigned staff.
• Oversees the selection, training, professional development and discipline of staff.
• Assists in planning goals, objectives, procedures and work standards for the unit
• Provides input into the unit's budget.
• Reviews and reports on reservation daily, weekly and monthly performance activity including Conversion, Availability, Occupancy, Regrets and Denial reports, Contributes to property forecasting, Travel Agent Commission
• Monitors general performance of reservation staff
• Responsible property setup and tracking of all company-based accounts in the PMS to ensure that property can Identify top-producing accounts
• Monitors monthly sales performance of the reservation staff via the Lead Management program

Skills on Resume: 

• Leadership and Management (Soft Skills)
• Customer Service (Soft Skills)
• Training and Development (Hard Skills)
• Planning and Organization (Hard Skills)
• Financial Management (Hard Skills)
• Analytical Skills (Hard Skills)
• Account Management (Hard Skills)
• Sales Management (Hard Skills)

Job Summary:

• Provide daily reservation assistance to staff and guidance on fades to close the sale.
• Ensures special handling of repeat guests and every VIP guest.
• Contributes to weekly revenue strategy meetings by providing team conversion, regret and denial data and sharing market knowledge.
• Establishes and maintains effective working relationships with all internal departments.
• Contributes to the efficiency and effectiveness of the unit's service to its customers both internal and external by offering suggestions on process changes and improvement
• Directing or participating as an active member of a work team.
• Demonstrates courteous and cooperative behavior when interacting with public and staff
• Acts in a manner that promotes a harmonious and effective workplace environment.
• Develop and maintain metrics, analytical reports, key performance indicators (KPIs) to optimize sales department efficiency. 
• Report on individual and sales department revenue production on a daily, weekly and monthly basis.
• Develop and implement system improvements to increase productivity.
• Partners with internal departments including the senior management team to remain engaged in business objectives and fiscal year performance targets.

Skills on Resume: 

• Customer Service Skills (Soft Skills)
• VIP Guest Management (Soft Skills)
• Data Analysis (Hard Skills)
• Interdepartmental Communication (Soft Skills)
• Process Improvement (Hard Skills)
• Teamwork (Soft Skills)
• Professionalism (Soft Skills)
• Analytical Skills (Hard Skills)

Job Summary:

• Work in the day-to-day operation of each department.
• Assist with the leadership and direction of Vacation Planning and PBX.
• Assist the Reservations Manager in generating reports.
• Complete associate schedules according to staffing guidelines and budget.
• Assists with Associate reviews and departmental meetings.
• Assist the Reservations Manager with administrative duties.
• Ensure all reservations are accurate and guaranteed.
• Assist in resolving all guest dissatisfaction issues.
• Ensure that the sales department maintains all minimum standard KPI’s set annually.

Skills on Resume: 

• Operational Management Skills (Hard Skills)
• Leadership and Direction (Soft Skills)
• Report Generation and Analysis (Hard Skills)
• Scheduling and Budgeting (Hard Skills)
• Performance Management (Soft Skills)
• Administrative Abilities (Hard Skills)
• Customer Service and Conflict Resolution (Soft Skills)
• Knowledge of Key Performance Indicators (KPIs) (Hard Skills)