REPORTS TO: Vice President of Operations

SUMMARY:

Responsible for the overall operations of Plaza Pointe reservation center.  Direct and indirect management and supervisory responsibilities as well as liaison and interface with Board’s of Directors and VRI Corporate office.  Oversee the daily operation of the reservation center and coordinates the hiring, training and motivation of reservation staff.  Responsible for hiring, training and motivation of designated Reservation Supervisors. Implement procedures for reservation training along with systematic, follow-up training of existing staff.  Implement procedures for the comprehensive training of all staff in the proper use of telephone equipment and telephone etiquette.  Establish procedures for updating and maintaining resort rate information and package plans.  Complete responsibility for creating, maintaining and updating all reservations procedure manuals.  Implement comprehensive procedures to monitor reservation staff calls for accuracy.  Establish procedures to monitor, research and resolve reservation disputes/problems in the most professional, service-oriented manner possible.  Establish procedures to ensure individual resort policies and procedures as followed.  Establish, implement and revise policies and procedures to properly handle all reservation activities pertaining to all exchange companies and related exchange activities.  Make recommendations with respect to any computer enhancements needed to ease the processing of reservations and related activities.  Establish procedures to ensure timely processing of all mail pertaining to reservation activities.  Responsible for establishing and monitoring procedures of the VIP Coordinator.  Ensure that VRI Corporate procedures are followed with respect to all reservation activities.  Ensure that approved resort reservation procedures are followed by the reservation center. Use all efforts to promote VRI and work closely with VRI upper management personnel to expand VRI’s presence within the industry and to maximize rental revenues to the company and the resorts, which we manage.

BASIC RESPONSIBILITIES:

1. Complete responsibility for reservation center to include management supervision, staffing, training and all facets of reservation operations.
2. Implements systems to continually monitor reservations staff performance and procedures for immediate supervisory support as needed.
3. Responsible for implementing systems to monitor and correct daily resort reservation reports, inventory control, rental deposits, space banking and bulk banking, etc.
4. Ensure that systems are in place for daily Resortlink ownership and space banking verifications along with activities associated with any other exchange company at any resort managed by VRI. This also includes general trouble shooting for all of these programs.
5. Implement systems for weekly review of various resort exchange company reports.
6. Responsible for coordinating with trainer the introduction and training of staff on reservation Software updates.
7. Manages performance of team and center with cost effectiveness with attention to quality of customer service.
8. Total responsibility for implementing optimum systems for thorough training of all reservation staff regarding the proper use of telephone equipment and telephone etiquette.
9. Ensure that systems are in place to establish and monitor the procedures and activities of the VIP Coordinator.
10. Establish systems to ensure that VRI Corporate procedures are followed with respect to all reservations activities and, in addition, that all approved resort reservation procedures are followed in a uniform manner by the reservation center.
11. Ensure that all efforts are made to promote VRI and work closely with and support VRI upper management personnel to expand VRI’s presence within the industry.
12. Responsible for all aspects of telephone equipment. Including, equipment, programming, messages, etc.
13. Acts as liaison with resorts regarding resort rentals, regular use week reservations, Bonus Time, and Vacation Tyme reservations, when needed.
14. Assigns specific work tasks, such as new resort implementations.
15. Monitors special reservation requests, including VIP exchanges.
16. Acts as liaison with exchange companies.
17. Coordinates new closing with the member services department.
18. Assist Vice President of Operations as needed.

QUALIFICATIONS:

Minimum five years employment as a supervisor or a national and/or international hotel reservation center, or like reservation management, employment and experience in the hospitality field, with complete responsibility for all facets of reservation activities including staffing, training and operations. Experience displaying the ability to manage, supervise and direct reservation operations and staff to achieve predetermined goals. Well organized with excellent written and verbal skills. Detail oriented. Strong interpersonal skills a must. Familiar with computerized reservation and reservation management systems.