Description

Division/Department: Reservations

Job Title: Reservations Manager

Reports To: Vice President & General Manager

Type of position: Exempt / Salary 

Employee Classification: Regular

Location: Bryson City, NC 

Compensation: $45,000-$60,000

Job Summary: The Reservations Manager is responsible for the general administration of the Reservations Center, Ticket Depot, Cleaning, and Parking Departments. The Reservations Manager is to develop training materials, assist in developing policies and procedures, scheduling, and direct supervision of all operational and personnel efficiency within the department.

Benefits Offered: The Great Smoky Mountains Railroad offers a comprehensive Medical/Rx, dental and vision package with company-funded H.S.A. (for qualified employees), Life/AD&D Insurance, Long/Short Term Disability coverage, a 401K with company-match and a generous PTO plan. SHA and Pass Exchange program for complimentary admission to area attractions.

Essential Duties and Responsibilities:

• Reporting Requirements: Package Partners, Discount Prepaid Tickets (DPT), Commissions & Gift Certificates, Advanced Bookings, & Call Volume.
• Assist in the development of policies, procedures, and job descriptions applicable to the operation of the Reservation, Ticket Depot, Cleaning, and Parking Departments.
• Develop training materials, administer, and supervise departmental training programs for new personnel and refresher training of returning personnel.
• Collaborate with lateral department managers for efficient train scheduling/ departures, customer concerns, and organizational and operational improvements. 
• Supervise the general appearance, efficiency, and effectiveness of the physical layout of the Reservations Center and Ticket Depot.
• Develop and distribute the daily train consist, coordinating with lateral managers, as needed. 
• Continually monitor the customer experience from parking lot arrival through train departure, recommending and implementing improvements, as needed. 
• Schedule personnel within budget, based on seasonal incoming call volume, ticketing demand, and train departures.
• Ensure a daily safety briefing is conducted for personnel in all Reservations Departments. 
• Monitor the performance of the Reservationists, develop measures for performance evaluations, and individual and departmental improvement plans.
• Serve as a Reservations and/or Depot Supervisor, Group Reservationist, or Shift Supervisor, as needed. 
• Perform proper hiring procedures in accordance with GSMR Hiring Procedures. Recommend personnel for employment, re-employment, or promotion within the Reservations Departments.
• Ensure proper security of the building either by opening or closing and to recommend other personnel in the department to have responsibility for the same. 
• Responsible for all customer service-related issues within the department. Address with customer all concerns that rise to the managerial level.
• Attend and actively participate in weekly staff meetings.
• Serve as back-up for reservation software technical support, as needed.
• Must be able to perform any role in the department, as necessary.
• Complete accurate payroll reporting on a bi-weekly basis.
• Other duties as assigned. 

Requirements

Education, Skill, and Work Experience Requirements:

• Must be able to communicate effectively in both written and spoken English, possessing good leadership and interpersonal skills with a proven ability to manage people.
• Must have proven ability to coordinate with lateral managers from multiple departments to facilitate an organization’s operational success.
• Must be highly organized, able to handle multiple tasks simultaneously and to delegate and supervise tasks to completion.
• Must be able to interact effectively with coworkers/vendors/customers.
• Must have knowledge of reservations software and cash handling experience.
• Call center, reservations, and multi-line phone system experience preferred. 
• Must have proficiency in Microsoft Office 365 including Word, Excel, Outlook, and Teams.
• 3-5 years of supervisory experience, with demonstrated experience in management, sales, and/or customer service settings.
• Must be able to work a flexible schedule with nights, weekend hours and holiday availability.

Work Environment:

• Primarily office/customer accessible setting when working in the Reservations Call Center or Ticket Depot but may include outdoor exposure to the elements when working in outdoor customer greeting areas, parking, or with the cleaning team.
• Fast-paced team environment.
• Equipment used will include, but isn’t limited to, computer, Boca Printer (ticket printer), fax, printer, multi-line phone system, and 2-way radio communication.