Reservations Manager

Reservations Manager

The Reservations Manager is responsible for driving sales through daily and strategic management of the Reservations Team. Responsibilities include performing and supporting Reservation Agents with making reservations over the phone and via the internet in the helicopter tour industry while demonstrating outstanding customer service throughout the process. The Reservations Manager will perform and support Reservation Agents with growing base revenue by generating sales and upselling products and activities via inbound and outbound sales calls. The Reservations Manager is responsible for overseeing the day-to-day operations within our Reservations department. The Reservations Manager works closely with the Sales team and Director of Experience on all tour bookings, recommends and implements sales and marketing strategies to maximize revenue, and ensures revenue metrics are aligned.

The classification of this position is broad and assigned specific functional areas; duties and assignments may overlap depending on the operational needs of the department.

Essential Functions and Responsibilities include the following:

• Oversee the day-to-day operations within the Reservations department. Assist with staff development and provide required feedback. Work with Reservations Supervisor to lead Reservations team, focus on staff development and provide training and feedback to resolve all issues. Motivate, coach and train supervisors to perform at maximum potential.
• Provide outstanding customer service when dealing with customers, agents, vendors, and the reservation team; respond to guest issues as they pertain to reservations and ensure efficient responses are made to all queries; demonstrate exceptional phone skills with a good telephone manner/voice.
• Drive sales through daily and strategic management of the Reservations Team. Work closely with the Sales team, Director of Experience, and Base Manager on all tour bookings and ensure revenue metrics are aligned.
• Create synergies between the Blue Hawaiian Helicopters and Blue Hawaiian Activities business; recommend and implement innovative sales and marketing strategies to maximize revenue
• Assist Reservations Team in answering all incoming calls and manage online inquiries; grow base revenue by generating sales and upselling products and activities via inbound and outbound sales calls
• Recommend and implement daily procedures that will create a positive impact on daily operations
• Manage call volume balancing to provide optimal customer service, minimal hold times and decreased drop call volume, report on time analysis efficiencies
• Assist the Director of Reservations and Reservations Supervisor with Employee Performance Appraisals
• Provide updates to our reservations systems, process all requests, and manage inventory of all processes
• Other duties as assigned

Additional Job Requirements

• Regular scheduled attendance
• Indicate the percentage of time spent traveling - 20%

Subject to applicable laws and Blue Hawaiian Helicopters policies, regular attendance is an essential function of the position. All employees must follow Blue Hawaiian Helicopters employment practices and policies.

Supervisory Responsibilities

Directly supervises employees in the Reservations department. Carries out Supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, selecting, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. For Exempt Managers: Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Blue Hawaiian Helicopters will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• High school diploma or general education degree (GED) and four to six years' related experience and/or training; or equivalent combination of education and experience
• Bachelor's degree (BS/BA) preferred
• 2-4 years of experience in working in a customer service environment
• 2-4 years of sales (and upselling) experience in a performance driven environment
• 1-2 years of Revenue Management Experience
• Previous leadership experience in a similar role

Skills

• Individual must be strategic, innovative, analytical, have solid business acumen
• Exceptional customer service skills
• Excellent verbal and written communication skills to liaise with other managers, team members, vendors, and guests
• Demonstrated ability to develop and implement sales and marketing strategies to increase revenue
• Demonstrated ability to generate sales and upsell products and activities
• Ability to work in a fast-paced work environment balance multiple tasks successfully, and prioritize work
• Ability to lead a team
• Adaptable and able to support change within the business; ability to champion and facilitate change within a team
• Ability to effectively present information to guests or fellow employees in one-on-one and small group situations
• Ability to successful meet deadlines daily and have outstanding problem-solving skills
• Knowledge of the local area and attractions, travel and/or guest services industry preferred
• Must be able to work a flexible schedule including weekends and holidays

Computer Skills

• Advanced with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
• Advanced knowledge of sales and marketing technology (Salesforce, Mailchimp)
• Al-Pro Software experience preferred

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.