Reservations Manager

Job title: Reservations Manager
Department: Reservations 
Reports to: Executive Team 

Job Summary 

The primary purpose of this position is to assist in the leadership of the Kitty Hawk Kites (KHK) Reservations Team: achieving the highest level of customer service, growing recreational sales through booking new/returning groups for recreational adventures and rentals, and facilitating general recreational sales for KHK. 

Essential Duties and Responsibilities 

Include the following (other duties may be assigned): 

• Provide excellent customer service in person as well as through email, phone calls, text messages, and online chats

• Know and understand the recreational offerings that KHK offers. 

• Assist in tasks associated with recreational sales/reservations (including but not limited to the following): 

• Monitoring the Reservations multi-line telephone and voicemail systems.

• Ensuring the Reservations systems are functioning and interfacing properly. 

• Providing activity updates to all Reservations staff and make accessible to all KHK employees. 

• Coordinating with recreational operators regarding anything Reservations related. 

• Diffusing any customer relations issues that arise related to Reservations. 

• Maintaining reservations system with accurate schedules and offerings 

• Promote, track and report daily and annual sales progress for Reservations/Recreation Group Sales 

• Training and supervision of all Reservations staff and other KHK staff that potentially book reservations. 

• Assist in scheduling and coaching of all Reservations staff 

• Managing KHK Call Center as well as onsite activity locations as needed, taking on location specific job duties. Locations include but are not limited to: Duck, Nags Head, Manteo, and Oregon Inlet 

• Actively seek out new groups that could possibly be interested in KHK adventures and or rentals 

• Organizing invoices for customers and businesses 

• Group Sales for non-Outer Banks KHK locations such as Morningside Flight Park. 

• Other Duties as assigned. 

Education, & Experience 

• Previous sales experience preferred 

• CRM software experience preferred 

• Proficient at Microsoft Suite 

• Experience with adventure tourism recreation is a plus. 

Skills 

• Good phone skills & able to sell on phone. 

• Good organization skills. 

• Detail oriented. 

• Comfortable with multitasking. 

• Strong and current social media skills and the ability to manage an account such as Facebook, Twitter, Instagram, etc... 

• Quality Customer Service skills and an attitude commiserate with the role of making an excellent first impression 

• Must be willing and able to build strong relationships with customers. 

• Must be a team player 

• Ability to effectively present information in one-on-one situations with customers and clients 

Working Conditions 

• The work environment for this position is generally an indoor controlled environment. Noise level is moderate; expect noises like office machines and light traffic. 

• May be requested to work overtime and weekends during the company’s in-season time period. 

• May be requested to drive company vehicle to other locations. 

Physical Requirements 

About 1/3 of one's time will be spent climbing, balancing, stooping, kneeling, crouching or crawling. One-third to two-thirds of one's time will be spent standing, walking, sitting, and reaching. About 2/3 of one's time will be spent using one's hands to finger, handle or feel, as well as talking or hearing. Expect to lift up to 25 lbs on a regular basis. Vision required: close, color, peripheral, depth perception and ability to adjust focus. Some other physical demands come from continuous computer work, cash register work, sales floor work, events work, and mail order work