Reservations Manager

7 days ago

Franklin, Michigan, United States TRAVELING TEAMS Full time $60,000 - $90,000 per year

About Traveling Teams Inc.:

Traveling Teams is the leading provider of hotel accommodations for youth and amateur sports teams across North America and some parts of Canada. For the last 25 years, we've specialized in simplifying team travel by building strong relationships with our hotel business partners and offering world-class customer service to youth sports travel organizations.

We're passionate about what we do – and who we work with. Our environment is fast-paced, team-driven, and built around a shared love for sports, hospitality, and delivering excellent service.

Reservations Manager Summary:

The reservations manager is responsible for maintaining the company's brand image and delivering exceptional leadership. This entails training and developing department personnel, overseeing team productivity and quality of service, and enforcing procedural compliance. They are responsible for ensuring the delivery of top-tier customer service expectations and proactively reducing the likelihood of guest complaints. When necessary, they can escalate issues to the Executive Management Team for assistance. This position requires people management characteristics, leadership/coaching skills, the ability to work in a fast-paced, call-center environment, and prior hospitality industry experience.

General Duties/Responsibilities:
  • Complete ad-hoc reporting efforts promptly as assigned by the management team.
  • Work closely with department employees to answer questions and assist with any situations they may need further direction on.
  • Monitor and resolve all assigned complaints promptly to ensure top-tier customer satisfaction.
  • Complete timecard review and approvals for hourly employees via ADP Workforce Now
  • Maintain regular, consistent, and professional attendance, punctuality, personal appearance, and adherence to other relevant health and safety procedures.
  • Structure and host team meetings, training sessions, and 1:1 employee performance conversations.
  • Perform all daily duties as assigned by Supervisor(s).

Required Skills/Abilities:

  • Expert understanding of clerical and administrative procedures.
  • Excellent written and verbal communication skills.
  • Excellent active listening and interpersonal skills.
  • Excellent attention to detail.
  • WOW service mentality; Excellent understanding of customer service expectations.
  • Excellent ability to solve problems as they arise and maintain confidentiality.
  • Strong ability to manage a high-volume email inbox.
  • Basic computer skills and the ability to adapt to new software.

Education and Experience:

  • High school diploma or equivalent required; Bachelor's degree preferred.
  • 1-3 years of prior hotel operations experience required; 4+ years transferrable experience preferred.
  • Preferred education background: hospitality, business administration, communications, or sports management.
  • Relevant job titles: Front Desk Lead, Front Desk Supervisor, Assistant Guest Service Manager, Front Office Manager, Group Services Coordinator, Room Block Coordinator, Events & Meetings Manager, Event Coordinator, etc.

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