Reservations Manager

As the Reservations Manager, you help ensure a successful and smooth camping season by leveraging your expertise to provide excellent customer service and contribute a positive attitude to our work environment. During prime-season, your face-to-face skills are critical for interacting with guests and creative problem solving. You will be responsible for delivering accurate information regarding the resort and surrounding areas, in order to enhance the guest experience. A positive attitude and the ability to multitask are a must in this fast-paced work environment where we interact daily with guests, over the phone and in person.

Additionally, you will be responsible for maintaining a precise record of all Pine Acres’ guests regarding reservation accounts, billing, and procedures. You will oversee the Office Clerks on a daily basis and ensure the office runs smoothly and efficiently, for the guests and the employees.

Responsibilities

● Work professionally and seamlessly with Owners, Managers, Full-time Staff, and Seasonal Staff.

● During the off-season months, the individual must be comfortable working closely with managers and staff.

● During the on-season months, guest satisfaction is the priority and a positive attitude and genuine smile is a necessity. Duties will include, but not be limited to: deliver exceptional guest service and care, communicate patiently with guests to answer questions, explain information, and address concerns, and ensure that all complaints regarding service and/or accommodations are investigated and resolved.

● Year-round responsibilities will include, but not be limited to: answer telephone calls, return calls, direct calls, take messages, and check voicemail; create, change, and cancel reservations; accurately enter and update guest information in the database software; manage seasonal inquiries, reservations, and upkeep of accounts; check and respond to company emails throughout the day; maintain organized and coherent office filing system; sort incoming mail and prepare outgoing mail; organize product stock; providing reservation status updates to Management Team.

● Individual will become expert in resort policies, including rates, special offers, and discounts.

● As Manager, responsibilities will also include, but not be limited to: manage the guest database software; input and review all utility billings before issuing electronic invoices; consistently reviewing accounts receivable and monitoring balances due; coordinate group reservations to ensure resort capacity and rules are adhered to; check-in and check-out campers and registered visitors.

● As Manager, you will be tasked to train the Office Clerks and readily step in when guest issues escalate beyond Clerk’s scope of authority; research and learn about industry trends; and demonstrate willingness to go above and beyond to ensure guest satisfaction.

● Maintain a clean and organized individual workspace as well as ensure office remains neat and professional in appearance by cleaning and vacuuming daily.

● Individual will operate office equipment (e.g. photocopiers, scanners, phone system, and work computers) responsibly and with care.

● Honesty and integrity are required as individual will be responsible for: ensure charges and refunds are processed properly and on time; process payments from guests with speed and accuracy; count register cash daily for balancing; and prepare bank deposits.

● During the on-season months, be available to work on scheduled nights, weekends, and holidays during the camping season. Holiday weekends are our busiest time and your availability is required.

● Flexibility for vacations and time-off is provided in the non-peak season. Overtime may be required during peak season; the guests’ needs often extend past normal working hours.

Role Qualifications

Minimum qualifications:

● 5-years minimum experience in a customer service field; hospitality a plus
● Primary hiring criteria: being a team player
● Secondary hiring criteria: this role involves substantial guest interactions, so you MUST be interested in interacting with the public, both in person and over the phone.
● High school degree or GED
● Ability to read and respond to emails in a timely manner
● Proficiency with social media platforms
● Experience with word processing & spreadsheet software (Google Drive)
● Desire to learn and master our reservation software in a timely manner
● Strong work ethic and be a self starter
● Demonstrate attention to detail
● Ability to lift and carry up to 35-pounds around safely

Preferred qualifications:

● 3-years minimum experience in the hotel, lodging, or event planning fields
● Experience with camping industry and trends
● Excellent computer and technology skills
● Demonstrate ability to complete projects within given timeframes
● Knowledge of smart-phone operations and features (iPhone or Android)
● Ability to speak multiple languages is an asset

Compensation

Anticipated salary: negotiable and based on experience plus benefits (health, sick time, vacation time, 401k, and performance bonuses). Staff housing is a potential benefit and should be discussed during the interview process. Also includes resort discounts and opportunities for professional development.

Resort Background

Pine Acres is a full-service, family camping resort. It has been twice awarded the “National Large Park of the Year Award” and continues to be rated in the top one percent (1%) of camping facilities nationwide. Our team continues to enhance the property with new developments geared toward satisfying the needs of future camping families. We do this by exceeding our guest’s expectations during the prime-season (May through October) and upgrading our facilities and processes during the off-season (November through April).