Reservations Manager

Job Description

Reservations Manager

Position: Reservations Manager

Area: Contact Center

Reports to: Reservations, Director

Location: Remote, USA

Target Start: ASAP

Who are we, The Classic Difference:

Classic Vacations is the #1 rated luxury vacation wholesaler for Travel Advisors. We have one goal: to do whatever it takes to ensure that our clients are not just satisfied with their vacation but completely delighted. We are dedicated to creating the best possible vacation experiences for our clients. Our industry counts on us to deliver world-class accommodations, exceptional privileges, and unparalleled service to our clients. That is the Classic difference.

Position Overview:

Classic Vacations is seeking a Highly motivated and experienced Reservations Manager, you will lead the Reservations Supervisors and manage day-to-day operations of various Email Requests inbox, analyzing their performance and assigning accounts to dedicated Travel Sales Specialist (TSS) agents. This role also includes conducting release testing, recruiting, managing morale, addressing escalations, and supporting the Res-PD issues inbox. In addition to coaching your team, you will work closely with Sales and Product Development to grow Classic Vacations' business, ensuring top-tier service to our clients. To apply, please submit your resume, a brief summary of your most significant achievements, and what excited you about the opportunity to join the Classic team.

Responsibilities include:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Motivating and Leading:
• Lead and inspire Reservations Supervisors and TSS staff to exceed performance goals.
• Mentor your team and create an environment that fosters professional growth and development.
• Managing Accounts and Relationships:
• Build and nurture strong relationships with Classic's Travel Advisors, ensuring consistent growth in sales and all desks utilization.
• Collaborate with the Sales Team to meet customer expectations for CV4U and assigned accounts.
• Problem Solving and Operations Management:
• Partner with Product Development and Operations teams to resolve roadblocks to sales, managing the Reservations Product Development inbox for timely resolution of issues.
• Conduct Plex release testing and troubleshooting as needed.
• Collaborating Across Teams:
• Work closely with internal departments, including CV Tech, Marketing, Product Development, Flights, and Sales, to support customer satisfaction initiatives and the Reservations team.
• Other Duties:
• Support recruiting efforts and contribute to department morale.
• Address escalated issues and handle other duties as assigned by management.

The above is intended to describe the general content of and requirements for the performance of this position. It should not be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Qualifications:

• Experience with Plex and Smart Sheet, including the use of Sheets, Forms, Reports, and Dashboards.
• Experience working in a fast-paced, customer-centric environment, particularly in industries like travel, hospitality, or luxury services (preferred).
• Minimum of 5 years of experience as a supervisor or lead within luxury travel industries.
• Excellent interpersonal, customer service, and conflict resolution skills.
• Intermediate to advanced proficiency in Plex, Windows, Outlook, Excel, Word, and PowerPoint.
• Ability to build and maintain relationships with Travel Advisors to drive business growth.
• Strong time management, problem-solving, and follow-up skills.
• Effective written and verbal communication, especially when collaborating with Product Development and Operations.
• Detail-oriented with high-quality output and minimal errors.
• Demonstrated leadership and coaching abilities, motivating the team to achieve goals.
• Proactive in identifying and capitalizing on new business opportunities.

Skills Required:

• Must exhibit professionalism on the telephone, in person, and across all forms of communication, supporting Classic Vacations' mission, values, and promise.
• Able to effectively communicate with travelers, travel agents, vendors, peers, supervisors, and other contacts both verbally and in writing.

Terms of Employment:

• Hours: Full-Time Employment. 40+ hours per week
• Pay rate: Annual Salary, Depending on Experience + Annual Bonus, Depending on Company and Individual Performance.
• Office: Work is virtual

Benefits:

• Medical, Dental, Vision, 401K
• Life Insurance, LTD, STD
• A dynamic, collaborative work environment focused on luxury and excellence.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to Travel

Affirmative Action Statement:

It is the policy of Classic Vacations to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay, and all other conditions and terms of employment. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.