Reservations Manager
Villatel
Kissimmee, FL US
Posted ago
Villatel

As a Reservations Manager, you will lead the reservation and guest service functions for Villatel by ensuring all reservations are processed in a pleasant, professional, and efficient manner and making sure our in-house guests are satisfied during their stay.

You will also have expert knowledge of our brand and products to uncover their needs and recommend personalized solutions that will help your team create experiences and memories like no other destination. You will represent Villatel as both a leader and a salesperson, offering your expertise to help solve guests’ problems along with your team!

Responsibilities

  • Observe, study and understand the needs of guests
  • Provides general information regarding Villatel products and services and promotions and the resorts where the homes reside. Quotes prices and availability including cross-selling and up-selling. Secures bookings
  • Act as the main resource for reservation and guest service agents needing assistance technically or with regards to achieving customer satisfaction
  • Manage the agents’ schedules
  • Train newly recruited staff in taking reservations, telephone etiquettes, processing emails, and reporting work orders/maintenance concerns to the operations team
  • Coordinate with the revenue manager, or software vendors for any availability, rates, or booking integration issues on the backend.
  • Assist with guest management escalation calls/requests
  • Answers inbound telephone calls from websites, chats, emails, and channel partners such as Airbnb, Vrbo, Booking.com, and others
  • Work within a Property Management System (Track and Streamline), to enter new bookings and modify existing bookings
  • Work with accounting to produce accurate reports on revenue and payments of reservations
  • Services existing bookings include making changes to reservations, accepting and recording payments, confirming reservations are paid in full as per policy, and assisting travel partners with arranging guest preferences
  • Researches and provides information in order to accommodate special needs
  • Work with external/internal team members (front desk, operations, housekeeping) to satisfy guest needs
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management

Qualifications

  • 3 years of customer service leadership experience in travel or hospitality required, preferably vacation homes
  • Effective communication skills in spoken and written formats with both internal and external customers. Attention to detail
  • Understanding property management systems (Track, Streamline, and Zendesk a plus!) and a broad understanding of Vrbo and Airbnb platforms
  • Demonstrated ability to utilize internal computer software, web-based resources, and Microsoft Office programs. Ability to learn and utilize multiple systems in the completion of job functions
  • Ability to work in a fast-paced, metric-driven environment
  • Decision-making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines
  • Sales skills including positioning products to meet customer needs

Compensation
$55,000 - $70,000 yearly
About Villatel

We founded Villatel to re-imagine family getaways by transforming lodging into an experience in and of itself. We offer travelers the high levels of service and consistency of a high-end hospitality brand, in addition to the space, comfort, and small touches of a high-end villa, at an affordable price. 

What sets us apart is our commitment to quality and consistency. Our innovation isn’t vacation rentals—it’s the construction and single platform institutional level ownership of the best-run rentals on the market under one umbrella: Villatel. It's a name that will soon become synonymous with the best experiential vacation homes in the world. And it will carry with it a legacy that families and groups everywhere will remember the moment they’re ready to plan their getaways of a lifetime.

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