Reservations Manager

Reservations Manager - Myrtle Beach Seaside Resorts

The Reservations Manager leads a high-performing team of approximately 20 reservation agents (in-house and remote), driving revenue growth and optimizing the guest booking experience. This role is instrumental in maximizing occupancy and revenue through strategic oversight of call conversion, staffing, and reservation processes.

Key Responsibilities

Revenue & Performance
• Drive revenue through effective management of call conversion and booking processes.
• Partner with the Revenue Manager to optimize rate strategy and inventory controls.
• Monitor and act on KPIs, including conversion rates, abandoned calls (goal: <4%), and average daily rate (ADR).
• Manage rate availability, including group and wholesale inventory.

Team Leadership & Operations
• Coaching: Partner with the Sales Coach to develop agents, improve sales performance, and enhance the guest experience. Provide ongoing feedback, performance coaching, and progressive discipline as needed.
• Scheduling: Create and manage schedules for in-house and remote teams based on call volume trends (hourly, daily, and weekly).
• Culture: Foster a positive, engaging work environment that supports employee retention and performance.
• Accountability: Set clear expectations, monitor performance data, and adjust strategies to meet goals.

Systems & Technology
• Oversee daily operations using Maestro PMS, Revinate, and SiteMinder.
• Ensure team proficiency across all communication platforms and identify opportunities to improve efficiency and workflows.

Qualifications
• Experience: 2+ years in hotel reservations, call center operations, or customer service leadership preferred.
• Skills: Strong verbal and written communication, proven sales ability, and professional conflict resolution skills.
• Technical: Proficient in Microsoft Office Suite; experience with scheduling and payroll systems preferred.
• Analytical: Ability to analyze performance data, including conversion rates and call trends.
• Traits: Highly organized with strong attention to detail.
• Availability: Must be able to work a flexible schedule, including weekends and holidays.

Benefits
Eligible team members enjoy:
• Medical, Dental, Vision, Disability, Life, and Accident Insurance
• Paid Vacation
• 401(k) with company match

About Us
Myrtle Beach Seaside Resorts believes our employees are our strength, our partners are our standard, and our guests are our focus. We are committed to a safe, communicative, and engaging workplace where empowered team members create memorable guest experiences.