- Location
- Augusta Office, United States of America
- Workplace
- Onsite
- Type
- Full-time
- Seniority
- Manager
- Education
- High School
- Visa
- Not sponsored
- Source
- Workday
Description
The Manager, Reservations will manage and oversee all operational functions at the Front Desk and Reservations while ensuring the highest level of service is provided. They will coordinate all aspects of golf and overnight reservations, providing timely, courteous, and professional services to the members and/or their assistants while maintaining the highest level of discretion and confidentiality. They will provide ongoing coaching, training, and development to the staff while ensuring the team adheres to the policies and procedures of the Club.
This position is a full-time, on-site role in Augusta, GA.
This position is a full-time, on-site role in Augusta, GA.
Essential Functions of the Job:
- Maintain a high level of member satisfaction by overseeing the day-to-day activities of the Member Service Assistants and Reservation Assistant.
- Build and maintain effective relationships with members and/or their assistants while ensuring all incoming reservation requests (golf, room, and/or dining), changes, and cancellations received are processed and responded to in a timely manner.
- Responsible for maintaining the Property Management System, including rates and packages.
- Complete employee scheduling and payroll within the departmental budget.
- Assists with the development of Standard Operating Procedures for the department. Conducts training and cross-training to enhance the skills and competencies of team members.
- Evaluate performance of staff while also training, encouraging teamwork, and setting a high level of customer service standards.
- Address all member complaints, concerns, or incidents in a polite, timely, and responsive manner.
- Assists the Senior Manager, Member Services in initiatives and departmental goals.
- Partners with outside agencies for additional accommodations and/or transportation support.
- Direct the Reservations team to ensure the accurate and timely completion and distribution of all daily reservation reports.
- Partners with various departments to ensure they have all necessary details for the successful execution of each member party.
- Liaise with appropriate departments regarding any member requests and preferences.
- Responsible for posting miscellaneous charges to member accounts. Works closely with Accounting to ensure accuracy of member statements.
- Compile various occupancy reports to assist departments in meeting financial and budgetary goals.
- Perform tournament related duties.
- Accountable for the overall results of the team.
- Manages multiple processes, programs, and projects, while seeking efficiency in process improvements.
- Partners with leadership on the team's hiring, onboarding, performance management, and performance improvement.
- Accountable for the daily scheduling and determination of staff allocation.
- Physical demands are outlined immediately below.
Physical Demands:
- Acceptable level of hearing and vision to perform job duties.
- Occasionally required to walk and work with hands and arms, lift up to 25 pounds and/or drive a golf cart.
- Constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer.
- Constantly required to use vision to perform an activity such as but not limited to preparing and analyzing data and figures, viewing a computer terminal, and extensive reading.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other Duties and Responsibilities:
- Greets members, guests, and Club vendors upon their arrival at the Clubhouse.
- Maintains strict level of confidentiality and highest level of integrity when dealing with the members or any club related business.
- Takes messages for members and guests and delivers them in a timely manner.
- Familiar with all safety and emergency procedures and accident prevention policies and procedures set by the Club to assist members as needed.
- Performs all other duties that are deemed by management to be an integral part of the job.
Qualifications:
Skills/Knowledge/Attributes:
- Must be self-motivated with the ability to make sound decisions independently and exercise discretion in completion of responsibilities.
- Project a polished and professional appearance and demeanor.
- Outstanding communication skills, both verbal and written.
- Comfortable working in a fast-paced environment requiring multitasking, the ability to change focus quickly, and manage time effectively.
- Highly organized with a strong attention to detail.
- Excellent phone presence and listening skills.
- Must possess analytical and problem-solving skills.
- Possess a strong desire to consistently learn, train, and understand new reservation technologies.
- Competent in Microsoft Office software (including but not limited to: Outlook, Word, Excel)
Relative Experience/Education:
- 3-5 years’ Front Desk/Reservations experience at a prestigious hotel, club, or resort; or
- 3-5 years’ administrative experience or previous administrative support role at Augusta National Golf Club.
- High school graduate or equivalent.
- A college degree or technical training is preferred.
- Previous hospitality experience preferred.
Required License(s):
- Possess a valid driver’s license and/or successfully complete the Club’s internal motor vehicle training program.
Projected Work Schedule:
Must be available for a varying work schedule to include days, evenings, weekends, holidays, and overtime as required.
Work Authorization & Sponsorship:
Applicants must be legally authorized to work in the United States at the time of hire. We are unable to provide visa sponsorship for this position.
Skills
ExcelCustomer Service
