Reservations Manager

Job title: Reservations Manager
Department: Reservations 
Reports to: Executive Team 

Job Summary 

The primary purpose of this position is to assist in the leadership of the Kitty Hawk Kites (KHK) Reservations Team: achieving the highest level of customer service, growing recreational sales through booking new/returning groups for recreational adventures and rentals, and facilitating general recreational sales for KHK. 

Essential Duties and Responsibilities 

Include the following (other duties may be assigned): 

• Provide excellent customer service in person as well as through email, phone calls, text messages, and online chats

• Know and understand the recreational offerings that KHK offers.

• Assist in tasks associated with recreational sales/reservations (including but not limited to the following):

• Monitoring the Reservations multi-line telephone and voicemail systems.

• Ensuring the Reservations systems are functioning and interfacing properly.

• Providing activity updates to all Reservations staff and make accessible to all KHK employees.

• Coordinating with recreational operators regarding anything Reservations related.

• Diffusing any customer relations issues that arise related to Reservations.

• Maintaining reservations system with accurate schedules and offerings

• Promote, track and report daily and annual sales progress for Reservations/Recreation Group Sales

• Training and supervision of all Reservations staff and other KHK staff that potentially book reservations.

• Assist in scheduling and coaching of all Reservations staff

• Managing KHK Call Center as well as onsite activity locations as needed, taking on location specific job duties. Locations include but are not limited to: Duck, Nags Head, Manteo, and Oregon Inlet

• Actively seek out new groups that could possibly be interested in KHK adventures and or rentals

• Organizing invoices for customers and businesses

• Group Sales for non-Outer Banks KHK locations such as Morningside Flight Park.

• Other Duties as assigned.

Education, & Experience 

• Previous sales experience preferred

• CRM software experience preferred

• Proficient at Microsoft Suite

• Experience with adventure tourism recreation is a plus.

Skills 

• Good phone skills & able to sell on phone.

• Good organization skills.

• Detail oriented.

• Comfortable with multitasking.

• Strong and current social media skills and the ability to manage an account such as Facebook, Twitter, Instagram, etc...

• Quality Customer Service skills and an attitude commiserate with the role of making an excellent first impression

• Must be willing and able to build strong relationships with customers.

• Must be a team player

• Ability to effectively present information in one-on-one situations with customers and clients

Working Conditions 

• The work environment for this position is generally an indoor controlled environment. Noise level is moderate; expect noises like office machines and light traffic.

• May be requested to work overtime and weekends during the company’s in-season time period.

• May be requested to drive company vehicle to other locations.

Physical Requirements 

About 1/3 of one's time will be spent climbing, balancing, stooping, kneeling, crouching or crawling. One-third to two-thirds of one's time will be spent standing, walking, sitting, and reaching. About 2/3 of one's time will be spent using one's hands to finger, handle or feel, as well as talking or hearing. Expect to lift up to 25 lbs on a regular basis. Vision required: close, color, peripheral, depth perception and ability to adjust focus. Some other physical demands come from continuous computer work, cash register work, sales floor work, events work, and mail order work