Asst. Manager, Leisure Reservations (on-site)

Assistant Manager, Leisure Reservations

Job Summary

The Assistant Manager, Leisure Reservations supports the Manager, Leisure Reservations in leading the daily operations of the Reservations Department. This position is responsible for ensuring exceptional guest service, operational efficiency, and team performance while supporting departmental goals and resort standards.

Key responsibilities include overseeing group lodging operations, coordinating lodging accommodations for the annual RBC Heritage Golf Tournament, managing guest escalations, supporting room inventory management, preparing operational reports, and assisting with the supervision, development, and performance of the Reservations team.

The Assistant Manager, Leisure Reservations is responsible for ensuring all guest interactions, reservation processes, and departmental operations consistently align with Forbes Travel Guide standards and the resort's luxury service expectations. This role serves as a champion of personalized service, attention to detail, and guest engagement practices that support the resort's Forbes Travel Guide ratings and overall guest satisfaction goals.

Essential Duties & Responsibilities

Leadership & Team Development

• Assist in overseeing the daily operations of the Reservations Department.
• Serve as Manager-on-Duty for the department in the absence of the Manager, Leisure Reservations.
• Support recruitment, onboarding, training, coaching, scheduling, and payroll preparation for the Reservations team.
• Foster a positive, service-oriented culture focused on accountability, teamwork, and continuous improvement.
• Assist with performance management and professional development of Reservation Agents and the Reservations Administrator
• Lead by example in demonstrating Forbes Travel Guide service standards and luxury hospitality best practices.
  
  

Guest Experience & Service Excellence

• Respond to and resolve guest concerns, complaints, and escalated service issues in a timely and professional manner.
• Ensure all guest interactions reflect resort standards and Forbes Travel Guide service principles.
• Support Front Office Operations with room move coordination and in-house guest concerns when needed.
• Monitor reservation call volumes and assist with inbound calls during peak business periods.
  
  

Group Lodging & Special Events

• Oversee Group Lodging operations and provide guidance and support to the Group Lodging Coordinator.
• Assist in coordinating lodging requirements for sponsors, players, VIP guests, and leisure travelers associated with the annual RBC Heritage Golf Tournament.
• Partner with internal departments to ensure seamless communication and execution of group housing needs.
  
  

Administrative & Reporting Responsibilities

• Manage and assign "Contact Us" inquiries and reservation leads to ensure timely follow-up.
• Process advance deposits, refunds, complimentary reservations, and guest correspondence as required.
• Prepare and distribute weekly, monthly, quarterly, and annual reports, including:
• Call production and conversion reports
• Virtuoso production reports
• FHR production reports
• Department performance metrics
• Maintain accurate reservation records and ensure compliance with resort policies and procedures.
• Perform additional departmental and administrative duties as assigned.
  

Required Qualifications

• Bachelor's Degree preferred, or equivalent combination of education and experience.
• Minimum of four (2) years of progressive in luxury hospitality setting, including supervisory responsibilities.
• Previous experience in both Reservations and Front Office Operations required.
• Knowledge of Forbes Travel Guide standards and luxury hospitality service expectations preferred.
• Strong knowledge of hospitality reservation systems and property management systems.
• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated ability to lead, motivate, and develop a high-performing team.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced luxury hospitality environment.
• Resort and luxury hospitality experience preferred.
  
  

Supervisory Responsibilities

• Provides direct supervision and daily leadership to Reservation Agents and Reservations Administrator.
• Assists with hiring, training, scheduling, coaching, and performance management.
• Promotes service excellence, operational consistency, and employee engagement throughout the department.
  
  

CORE COMPETENCIES

• Guest & Customer Focus
• Leadership & Team Development
• Communication & Relationship Building
• Problem Solving & Decision Making
• Accountability & Ownership
• Organization & Attention to Detail
• Adaptability & Flexibility
• Luxury Hospitality Service Standards
• Forbes Travel Guide Service Excellence