Job Summary

The Reservations Manager is responsible for managing a team of Reservation Agents, overseeing the day-to-day operations within the department while driving sales through daily and strategic management. The ideal candidate must be team oriented, self and team-motivated, driven and enjoy working in the tourism industry.  The Reservations Manager will perform and support Reservation Agents with growing base revenue by generating sales and upselling products and activities via inbound and outbound sales calls. This position will work also be responsible to manage and maintain all affiliate relations for the Western markets. This role will display a high level of integrity and professionalism providing outstanding customer service when dealing with customers, agents, vendors, and the reservation team and representing Blue Hawaiian with a comprehensive understanding of offerings.

The classification of this position is broad and assigned specific functional areas; duties and assignments may overlap depending on the operational needs of the department.

• Oversee the day-to-day operations within the Reservations department. Ensure all calls are answered for guest with a goal of 10% or less abandonment rate.  Manage online inquiries; grow base revenue by generating sales and upselling products and activities via inbound and outbound sales calls.
• Maximize all revenue opportunities, work to understand internal/external needs and continually review the sales process to identify improvements and efficiencies. 
• Leverage the strengths of both Blue Hawaiian Helicopters and Blue Hawaiian Activities, fostering collaboration to enhance business outcomes. Devise and execute inventive sales and marketing approaches aimed at optimizing revenue generation. 
• Maintain accurate system resources and inventory in POS. 
• Recommend and implement daily procedures that will create a positive impact on daily operations. 
• Manage call volume balancing to provide optimal customer service, minimal hold times and decreased drop call volume, report on time analysis efficiencies. 
• Support in staff development and offer necessary feedback. Collaborate with the Reservations Supervisor to guide the Reservations team, emphasizing staff growth through training and feedback to address any concerns. Encourage, mentor, and train supervisors to achieve their highest potential.
• Acquire new affiliate partners as strategic to the business portfolio.  Negotiate favorable margins for the business and maintain partnership relations for West affiliate market. 
• Manage and maintain agency database, OTA and POS containing rates, content, inventory, requirements and agency specific history and trends. Regularly audit portfolio performance and system reporting to validate the agency portfolio is in an optimum state
• Create/manage group agreements, timelines, securing deposits, blocks changes, & obtain guest names & weights. Maintain accurate records and details in CRM for groups and charters. 
• Provide updates to our reservations systems, process all requests, and manage inventory of all processes 
• Other duties as assigned

Additional Job Requirements

• Regular scheduled attendance
• Indicate the percentage of time spent traveling – 20%

Subject to applicable laws and Blue Hawaiian Helicopters policies, regular attendance is an essential function of the position.  All employees must follow Blue Hawaiian Helicopters employment practices and policies.

Supervisory Responsibilities

Directly supervises employees in the Reservations department.  Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, selecting, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.  For Exempt Managers:  Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  In accordance with applicable laws, Blue Hawaiian Helicopters will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• High school diploma or general education degree (GED) and four to six years’ related experience and/or training; or equivalent combination of education and experience
• Bachelor’s degree (BS/BA) preferred
• 2-4 years of experience in working in a customer service environment
• 2-4 years of sales (and upselling) experience in a performance driven environment
• Previous leadership experience in a similar role

Skills

• Individual must be strategic, innovative, analytical, have solid business acumen
• Exceptional customer service skills
• Excellent verbal and written communication skills to liaise with other managers, team members, vendors, and guests
• Self-starter results-oriented team player and demonstrates a high-level attention to detail
• Ability to successful meet deadlines daily and have outstanding problem-solving skills
• Knowledge of the local area and attractions, travel and/or guest services industry preferred
• Must be able to work a flexible schedule including weekends and holidays

Computer Skills

• Experience with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
• Experience with sales and marketing technology (Salesforce, Mailchimp)
• Fareharbor Software experience preferred 

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For more information on our industry-leading benefits, please visit our benefits page here. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)