Central Reservations Manager for the Pacific Northwest
3 weeks ago
The Manager of Central Reservations for the Pacific Northwest will oversee the central reservations team responsible for Pursuit's Glacier Park Collection and Alaska Collection. This role is pivotal in ensuring efficient reservation processes, exceptional customer service, and driving sales growth across these key regions. The manager will work closely with other departments, including marketing, sales, and operations, to ensure seamless communication and coordination. The ideal candidate will have a strong background in reservations management, a deep understanding of the travel and tourism industry, and the ability to work effectively in a remote location.
What will you do in this job?:Team Leadership and Management:
- Lead, mentor, and manage the central reservations team, ensuring high levels of performance and customer service for the Glacier Park and Alaska Collections.
- Develop and implement training programs to enhance the skills and knowledge of the reservations team.
- Monitor team performance and provide regular feedback, coaching, and support.
Reservation Operations:
- Oversee the daily operations of the central reservations office, ensuring efficient handling of inbound calls, emails, and online bookings for both the Glacier Park and Alaska Collections.
- Ensure accuracy and efficiency in booking processes, including payment processing, reservation modifications, and cancellations.
- Manage and optimize reservation systems and tools to improve productivity and customer experience.
Sales and Revenue Management:
- Drive sales growth by identifying opportunities to upsell and cross-sell products and services within the Glacier Park and Alaska Collections.
- Work with the revenue management team to implement pricing strategies and maximize revenue.
- Monitor key performance indicators (KPIs) related to reservations and sales, and report on performance to senior management.
Customer Relationship Management:
- Maintain strong relationships with key partners, including travel agents, tour operators, and corporate clients.
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
- Gather and analyze customer feedback to identify areas for improvement in service delivery.
Collaboration and Communication:
- Collaborate with marketing and sales teams to develop and execute promotional campaigns and special offers for the Glacier Park and Alaska Collections.
- Coordinate with operations and logistics teams to ensure availability and accuracy of inventory for reservations.
- Participate in regular meetings with regional and corporate leadership to align on goals and strategies.
Reporting and Analysis:
- Prepare and present regular reports on reservation activity, sales performance, and customer satisfaction for the Glacier Park and Alaska Collections.
- Analyze data to identify trends and make data-driven recommendations for improving processes and outcomes.
- Manage the department’s budget, ensuring efficient use of resources and alignment with financial goals.
- Bachelor’s degree in Hospitality, Business, or a related field; or equivalent experience.
- 3+ years of experience in reservations management, preferably in the travel, tourism, or hospitality industry.
- Proven leadership and team management experience.
- Strong understanding of reservation systems and CRM tools.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage a remote team.
- Strong analytical and problem-solving abilities.
- Knowledge of the Pacific Northwest region is a plus.
- Ability to travel within the region as needed.
At Pursuit, our office is more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun.
- This position can be based in either Alaska or Montana.
- The role may require occasional travel to other locations within the Pacific Northwest.
- Flexible working hours, including weekends and holidays, may be required.
About Pursuit
We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.
Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Vancouver, Reykjavík, Las Vegas, and Chicago.
Pursuit generates revenue and shareholder value as one of two business units operated by Viad, an S&P SmallCap 600 international experiential services company, traded on the New York Stock Exchange under the symbol VVI.
EEO:
Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics.
Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the USA to apply and join our inclusive team
We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at ta@pursuitcollection.com.
We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted.
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