Reservations Manager
Job Details
Experienced
Lake Junaluska Assembly, Inc - Lake Junaluska, NC
Full Time
2 Year Degree
Hospitality - Hotel
Description

LJA Mission Statement:

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.  

 

Located in the Smoky Mountains of Western North Carolina, Lake Junaluska is a conference and retreat center that hosts over 50,000 overnight guests annually.  We have over 400 lodging rooms, a campground, and meeting space for up to 2,000 people.  All of our facilities are located on a scenic 1,200 acre campus which boasts panoramic views, abundant recreation opportunities, and a 200 acre lake.   Our market ranges from youth groups to affluent leisure guests primarily from the Southeastern US

 

Essential Functions:

  • Responsible for overnight accommodation reservations.  Includes all Lake Junaluska owned hotels, apartments and campground reservations.  

  • Responsible for event registration including events organized by Lake Junaluska, group packages and for events that contract Lake Junaluska to provide registration services. 

  • Coordinates all correspondences with guests before and after lodging stay.

  • Supervises and manages daily tasks assigned to reservationist.

  • Review reservations booked daily to assure that accurate information has been received and expectations of guests are met or exceeded. 

  • Maintains a database of lodging guests, event participants and inquires to Lake Junaluska.

  • Perform regular reconciliation of third party commission statements.

  • Prepare occupancy forecasts and communicates information with the guest service department, housekeeping, foodservice and marketing.  This includes development of weekly tracking reports regarding sales volume of lodging reservations for all market segments. 

  • Responsible for training reservationist staff and assisting the Director of Guest Services with hiring staff.

  • Responsible for development and implementation of reservations policies and procedures.

  • Responsible for management of all information in the property management system.

  • Manages online reservations on lakejunaluska.com

  • Manages online reservations through Global Distribution System (GDS) including reconciliation of fees and commission statements.

  • Produce and distribute reservation pace reports as determined by Director or Guest Services.

  • Manage phone system for reservations call center.  Includes working with the Information Technology staff in programming the system and recording messages for phone system prompts. 

  • Responsible for coordinating the sale of event tickets and special meal tickets at all Lake Junaluska front desk locations and via the Lake Junaluska website.

  • Responsible for monitoring Lake Junaluska’s online reputation on sites like TripAdvisor.com and coordinating responses to customer complaints. 

  • Perform other duties as assigned.

Qualifications

Knowledge, Skills and Abilities

  • Associate’s degree or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.

  • Ability to speak effectively before groups of customers or employees of the organization.

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

  • Ability to work independently and function within a team environment.

  • Management experience with lodging reservations or front desk preferred.

  • Organizational Skills:  Must be very detail oriented with the ability to prioritize tasks, organize daily activity and perform multiple tasks at the same time. Strong organizational and analytical skills are essential. 

  • Computer Skills:  Ability to quickly learn personal computer skills, including electronic mail, routine database activity, word processing, spreadsheets, graphics etc.  Knowledge of Maestro PMS preferred but not required.

  • Math Skills:  Able to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimal; to compute rate, ration and percent and to draw and interpret graphs. 

  • Ability to minimize conflict within the workplace.  Customer service and conflict management experience or training is a must. 

  • Comply with all safety policies, practices and procedures

  • Understanding of Christian beliefs and values is preferred.  Ability to support the Mission and Vision of Lake Junaluska is essential.

Performance/Success Factors

  • Be punctual to work functions; perform well in a team environment; complete work in a timely, accurate, and thorough manner; mindful of assignments and able to prioritize tasks and events. 

  • Perform routine duties with minimal supervision; occasional check of work while in progress; work will be reviewed upon completion.

  • Provide leadership to others through example and sharing of knowledge/skill.

  • Strive for excellence in all tasks and/or duties.

  • Ability to receive guidance with respect to general objectives; determine methods, work sequence, scheduling and how to achieve objectives of assignments in the majority of tasks and projects assigned; operate within policy guidelines.

  • Able to work independently but operate within policy guidelines using independent judgment.

  • Participate in proactive team efforts to achieve departmental and organizational goals.

Working Conditions

  • Light to moderate physical activity performing non-strenuous administrative type work

  • Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation with quiet to moderate noise

  • Physical demands: able to lift up to 30 pounds, manual dexterity sufficient to reach/handle items 

  • Works with the fingers and perceives attributes of objects and materials 

  • Climb, balance, stoop, kneel; frequently moves about, able to stand, walk, and sit for extended periods 

  • At times, be outdoors in all weather conditions

  • Vision: must be able to see close, have good vision to perform daily duties

  • Standard Work Hours: 8:00 a.m. to 5:00 p.m.   Monday through Friday

  • Nights, weekend, holiday, OT, as required

 


Lake Junaluska is an Equal Opportunity Employer

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