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Additional Information

**Job Number** 25080213

**Job Category** Revenue Management

**Location** Mainsail Lodging, 4602 Eisenhower Boulevard, Tampa, Florida, United States, 33634VIEW ON MAP (https://www.google.com/maps?q=Mainsail%20Lodging%2C%204602%20Eisenhower%20Boulevard%2C%20Tampa%2C%20Florida%2C%20United%20States%2C%2033634)

**Schedule** Full Time

**Located Remotely?** N

**Position Type** Management

**Additional Information:** This hotel is owned and operated by an independent franchisee, Mainsail Lodging. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Description Summary

The objective of this position is to manage and lead our team of Reservation Sales Agents by managing calls and email, as well as the day to day operations of a hotel reservation call center. The position will work closely with the Director of Call Center Operations by managing all the computer systems we use, as well as achieving customer and associate satisfaction

What you have

EDUCATION/FORMAL TRAINING

High School diploma or equivalent. Further education is desirable.

EXPERIENCE

Must have two to three years of supervisory and or management experience. Hotel front office and/or reservations experience preferred. Customer Service or Call center experience preferred. Revinate CRM, Marriott experience to include, MARSHA and OPERA PMS, LIGHTSPEED PMS, preferred. Vacation Rental knowledge and software a plus.

What you’ll do

Supervise & Motivate the Call Center Team

Assist in weekly staffing schedules when necessary

Assist in setting incentive goals, measure and celebrate results

Lead and develop RSA’s making them feel welcome, comfortable and important

Motivate and inspire the RSA’s

Lead/Coach/Counsel

Monitor sales call and provide necessary training/coaching

Participate in ongoing training at the leadership level, as well as RSA level

Align with Sales to provide supporting service

Review recorded calls when necessary, and provide assistance/feedback

Acts as a liaison, when necessary between property & corporate call center

Identify and resolve customer service issues using all resources provided as well as communicating with internal staff to ensure that all guest issues are resolved or directed to the appropriate resource

Sales

Responsible for achieving sales goals for the company and the department

Act as an overflow reservation agent based on call volume

Assist in management of reservation email and voicemail

Assists in management of Owner & Employee reservation email

Ensure sales strategies and rate restrictions are being met

Constant communication with Corporate Director of Revenue, Cluster Revenue Manager, Cluster Group Housing Manager, Director of Call Center Operations, Reservation Manager, Sales staff, Front Desk staff, Managing partners

Frequent communication with other hotel/corporate office staff.

Hotel guests, and vendors.

Physical Demand

Long hours sometimes required

Position requires full range of physical abilities, including moving throughout the buildings, accessing all spaces.

Medium work-Exerting up to 20 pounds of force occasionally, force frequently or constantly to lift, carry, push, pull or otherwise move objects

Ability to sit during entire shift

Mental Demands

Analytical/Critical thinking—The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems. The ability to add, subtracts, multiply and/or divides quickly and correctly

Basic Computer skills- using basic computer hardware and software (e.g., personal computers, Microsoft Office software, internet browsers, etc.)

Job Specific computer skills- using computer hardware and software specific to job e.g., MARSHA, EMPOWER Reservations, Revinate CRM , Opera PMS, Lightspeed PMS, One Yield, Workday HR & Payroll system

Oral comprehension- the ability to listen to and understand information and ideas presented through spoken words and sentences—

Reading Comprehension Understanding written sentences and paragraphs in work related documents

Revenue Management-knowledge of total revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management)

Writing- communicating effectively in writing as appropriate for the needs of the audience

Adaptability- ability to effectively adjust to major changes in work tasks or the work environment

Aligning Performance for success- skilled at focusing and guiding other in accomplishing work objectives, including delegating when appropriate.

Building a Successful team- skilled at building a cohesive team and facilitating goal accomplishment

Building trust- ability to interact with others in an honest, fair and respectful way; giving others confidence in one’s intentions and those of the organization

Communication- skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message

Customer Focus- ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers’ needs

High work standards- sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignment or tasks

Planning and organizing- skilled at establishing courses of action for self and others to ensure work is completed efficiently

Problem Solving/Decision Making- ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions

Full-time Associate Benefits

Medical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees

Part-time Associate Benefits

All above-listed benefits, except for Medical Insurance and Holiday Pay

_This company is an equal opportunity employer._

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