Assistant Reservations Manager

The Assistant Reservations Manager will be responsible for collaborating with the Reservations Manager in leading a fast-paced Reservations Center Operation that is a challenging and continuously changing business. The Assistant Manager is expected to support the Reservations Center operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Social and other Correspondence. You’ll lead a diverse team of full-time employees, comprised of Supervisors and Agents, and may consist of both in-house and off-site Agents possibly across multiple locations, although currently is one single site. Ensure that customers receive a friendly, professional and consistently high-quality service while navigating the reservations process, helping to resolve various queries, close sales enquiries and get it right first time in order to achieve booking goals that result in maximum resort occupancy and revenue.

Company Background:

Pebble Beach Company, (“PBC” or “The Company”) headquartered in Pebble Beach, California, owns and operates the world-famous Pebble Beach Resorts, including The Lodge at Pebble Beach, The Inn at Spanish Bay, and Casa Palmero. The Company also operates five renowned golf courses: Pebble Beach Golf Links, home of the 2027 U.S. Open, Spyglass Hill Golf Course, The Links at Spanish Bay, Del Monte Golf Course, and the Tiger Woods designed short course, The Hay.

Its other famed properties include scenic 17-Mile Drive, The Spa at Pebble Beach, Forbes Five-Star certified since 2014, Pebble Beach Golf Academy & Practice Facility, and a diverse offering of culinary and retail experiences. PBC annually hosts premier events such as the Pebble Beach Concours d’Elegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational, Pebble Beach Food & Wine and PURE Insurance Championship.

Essential Duties & Responsibilities:

• Take calls during peak times, periods of high call volumes and as needed. Effectively sell world-class itineraries to luxury travelers that includes rooms, golf, dining, and other recreational activities.
• Assist the Reservations Manager with day-to-day operations, business planning which will ensure the staffs operational efficiency while delivering a superior client experience.
• Assist with the development and implementation of various operational practices that establish positive Agent - Client relationships and promote high levels of employee morale.
• Assist the Reservations Manager with the compliance and reporting for all call center operations including call volume forecasting, scheduling and staffing, client service standards, budget, forecasted hours versus actual hours, payroll, etc.
• Conducts management performance evaluations with Supervisors, Auditors, Training Coordinators and Human Resources. Meet with Human Resources to review staffing levels and employee issues.
• Organize employee focus groups for feedback for future employee development programs.
• Responsible for the management follow through of the Master Connections Associates and Internal training and coaching programs.
• Responsible for the management and adherence of the daily, weekly, and monthly performance reporting processes.
• Participate as a value-adding member of the Reservations Team.
• Assist with driving positive client guest survey metrics.

Communication & Teamwork:

• Develop contests, awards and themes that increase agents’ loyalty and focus.
• Produce a monthly update to Senior Staff outlining your team’s performance and growth to be distributed by the Reservations Manager.
• Establish monthly meetings with other departments to review call center operations and invite them to present at Reservations Huddles.
• Attend weekly department leadership meetings

Required Skills:

• Above all, integrity and honesty.
• College degree or equivalent experience required.
• Proven experience of leading a service driven contact or reservations center operation with 2-4 years’ experience managing an operation through periods of significant growth or change.
• Excellent written and verbal communication skills with the ability to establish effective relationships with all levels including executive management.
• Results-driven executive who enjoys not only building the strategy, but also rolling his or her sleeves up to drive results.
• Exceptional attention to detail and organizational skills.
• An enthusiasm for coaching, teaching and the development of people.
• Optimism and energy for the brand and its future.
• An open and collaborative nature.
• A high degree of self-awareness of one’s own personal style, strengths and weaknesses and motivational triggers.
• Action oriented, enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available.
• Ability to work in Microsoft Windows applications (i.e. Excel, Word and Outlook).

Why work for Pebble Beach Company:

• Competitive Pay: $78,500/year plus bonus.
• Enjoy world-class health and wellness benefits. For Full Time employees, comprehensive medical, dental, vision, and life insurance is available. In addition, our Health & Wellness Center provides employees with unlimited access to a physician and medical team to tend to you and your family’s health needs free of cost.
• Prepare for your future. You will be eligible to participate in our 401(K) retirement program. Pebble Beach Company will match $.75 for every $1 you contribute to your 401(k), up to 6% of eligible compensation. In addition, the company will contribute an amount to your 401K each quarter based on your hours worked, along with a discretionary contribution at the end of each fiscal year.
• We encourage YOU to be our guest. You will receive discounts at all Pebble Beach restaurants, retail shops, and our Forbes Five Star Spa. In addition, Hotel discounts are also available during select seasons.
• Play our world-famous golf courses! Enjoy our Employee Golf Privileges including Employee Tee Times, Tournaments, and Company Club.
• Grow your career with Pebble Beach. We provide opportunities for ongoing learning and development, as well as promotions and transfers to advance your career.
• Lunch is on us. Enjoy a complimentary meal during your shift in our Employee Dining Room.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.