Area Director Reservations (Remote)
Our Company
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative spas, and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts, with 7 in the announced pipeline, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.
Our mission is to be the best-loved operator of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveler. Passionately local, experience-led, romantic, and stylish, these hotels hum with a vibrancy that is both refined and relevant.
Role Summary
Join our team as Area Director of Reservation Sales and become one of the authors of our story. As part of the Auberge family, you will be responsible to optimize the voice sales strategies to ensure individual and team goals are achieved. In addition, the Area Director of Reservations Sales will be responsible in supporting the revenue management strategies which include, but are not limited to: Up-selling strategies, reporting, communicating promotions, outbound revenue generation and inspiring the cross selling of amenities with the team. The position is required to cultivate and maintain effective relationships with all team members throughout the Auberge Resorts Collection. The Area Director of Reservations Sales works with the Area Reservations Manager closely for overall departmental success.
Key Responsibilities
- Ensures all incoming calls are answered in less than three rings in a professional and friendly demeanor following hotel call quality and brand standards.
- Oversee training and onboarding of other reservation sales associates.
- Achieve monthly individual & team conversion and revenue goals.
- Ensure the team pursues outbound revenue opportunities through our lead management system.o
- Attend & lead bi-monthly calls with Revinate leadership to ensure optimizing use of the system.
- Oversee the contact for Travel Agent requests and emails. Ensures all requests and communication are replied to within Auberge Guidelines.
- Keep current with all communication and hotel information and communicates information to other reservation sales associates.
- Ensure appropriate guest follow up takes place in a timely and proper fashion, in accordance with the standard operating procedures.
- Provide detailed notes and comments in the lead management system and PMS regarding guest requests to ensure a quality guest experience.
- Oversees group rooms coordination & 3rd party reservation completion as needed.
- Maintain rate integrity in accordance with revenue management strategies. Communicates strategies to reservation sales associates in a timely manner.
- Attend and participate in weekly revenue meetings.
- Complete and distribute the weekly reservations production report.
- Ensure department scheduling is optimized for business needs.
- Complete month end reconciliations and travel agent commissions report.
- Maintain a standard of 80% or higher on team shop calls.
- Maintain a 4% or less abandonment rate.
- Assist in maximizing hotel room revenue and occupancy numbers.
- Participate in annual reservations sales training.
- Participate in department meetings as scheduled.
- Ensure fulfillment of daily tasks on the Reservations Checklist.
- Must have an impeccable attendance record.
- Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.
- Must be a cultural ambassador and participate proactively with all area general managers and regional vice presidents.
- Proactively troubleshoots roadblocks for the reservation sales associates and drives solutions by working with team members across departmental lines as well as with multiple hotels.
- All other duties as assigned.
Required Qualifications
- Solid computer skills.
- Must be able to sit for long periods of time.
- Ability to work in a remote environment.
- Basic knowledge of the Microsoft Office software package and ability to type 35 wpm
- Maintain a professional and positive presentation and strong motivation to provide exceptional customer service
- Ability to thrive and succeed in a fast-paced and demanding work environment; must be flexible to changes in direction, routine, and programming.
- Ability to read and understand complex instructions and multitask.
- Ability to use office equipment effectively and efficiently.
- Great organizational skills.
- Ability to work in a team and accept assignments from several people.
- Bring the "fun" to work every day.
- Minimum 5 years of luxury hotel experience including reservations/sales
- Must have prior reservation sales experience, including using Revinate.
- Maintain a quiet and dedicated workspace, free from distractions.
- Strong knowledge of Opera and HMS property management systems
- Strong verbal and written communication skills, in English (Spanish preferred)
- Must be highly organized and detail oriented.
What Else?
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.
The ideal candidate is innovative and can show a history of creating or redesigning team structures and can show how they have driven superior results in the past.
If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.
Auberge Resorts LLC is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Auberge Resorts LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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Department: Reservations
This is a management position