Manager, Reservations

The Manager, Reservations reports into Director, Global Reservations. The Manager, Reservations drives the sales success of the Rocky Mountaineer Reservations Team. This position is responsible for the execution of the Reservations Team sales strategies to exceed RM Sales goals through the efforts of the Direct, Travel Agent and Wholesale Vacation Consultants. This position will build and execute a culture of sales success through exceptional guest and partner service.

**Key Areas of Accountability**

**People Leadership and Development**:

- Build and maintain a culture of sales success through exceptional guest/partner service
- Foster a positive work environment
- Develop the leadership, coaching and management skills of the Inside Sales Leadership Team (Team Leads)
- Oversee employee recruitment, development, and coaching
- Drive Reservations Team engagement activities
- Establish, communicate, and track individual, team, and department performance standards
- Provide regular feedback and coaching (celebrations, positive reinforcement and appropriate discipline and performance management) to employees
- Act as an advisor to team members and increase team member development in all areas of performance with an emphasis on career development
- Ensure ongoing communication regarding all aspects of Sales to all relevant employees
- Oversee the scheduling of the Team Lead cohort group, and allocate other resources accordingly, to ensure required coverage in the Reservations Call Centre at all operational times, and to meet performance goals
- Handle escalated team member issues
- Manage their team’s payroll queries and travel budget requirements
- Manage incentive programs, in conjunction with Director, Global Reservations for increased revenue, improved performance and increased Guest and Partner satisfaction

**Operational and Sales Processes**:

- Manage the execution of the Reservations Team strategy to ensure the Direct, Travel Agent and Wholesale channels, achieve their targets
- Ensure that service goals, as established by the department, the Company are consistently met and exceeded
- Ensure Vacation Consultants are adequately supported to meet/exceed their annual targets
- Support Director, Global Reservations to develop business plans by working directly with Regional Sales Directors in the regions to set, monitor and achieve global sales goals
- Analyze daily, weekly, and monthly performance reports to cover Revenue, productivity, Guest satisfaction and quality metrics at the individual, team, and departmental levels. Provide insight and coaching as needed. Implement program changes as needed because of analysis, and liaise with the Revenue Maximization Team as needed
- Make headcount recommendations during annual budget planning process
- Anticipate and adjust staffing levels based on historical trends, current business trends, and known in-market events to ensure adequate sales coverage during high volume periods
- Work with the Global Reservations Coordinator around scheduling to ensure appropriate coverage through all business hours, including high demand periods
- Strengthen the relationships between the Outside Sales and Reservations teams to ensure alignment
- Oversee ongoing process and procedure review, development and implementation within the sales center including regular communication with the Product Operations Manager and other peer group managers, to ensure efficient operations in the Reservations Team
- Ensure that the Reservations Team maintains a sales/guest experience focus as well as achieves organizational objectives relative to continuous process improvements and cost management
- Communicate directly with Global Trade Partners to resolve escalated issues and ensure the highest level of Trade Partner satisfaction with the RM Inside Sales Team and processes
- Ensure that marketing/advertising promotions are communicated in a timely manner
- Increase overall productivity, quality, and guest satisfaction in Sales
- Review, recommend and establish effective work policies, procedures, and processes to improve efficiency in the various teams

**Sales Centre Technology**:

- Advocate and collaborate cross functionally to ensure Reservations Team is technologically equipped to efficiently sell Rocky Mountaineer product
- Work closely with Director, Global Sales Support to stay current on changes to Sales Centre technologies and processes to ensure RM Sales Centre is leveraging best in class processes wherever possible
- Take the lead on Reservations Team improvement projects and initiatives as well as effectively employing change management within the team

**Other**:

- Stay current on industry best practices regarding the running of successful Sales Center Operations. Visit comparable Sales Centers where possible to share best practices and develop new programs for RM
- Represent RM in consumer, trade and industry functions; as needed
- Participate in the Emergency Response Team