GSMR Reservations Assistant Manager

Division/Department: Reservations

Job Title: Reservations Assistant Manager

Reports To: Reservations Manager

Type of position: Non-Exempt / Hourly

Employee Classification: Regular

Location: Bryson City, NC

Compensation: $20-24 depending on experience and certifications

Job Summary: Responsible for maintaining a smooth shift in the Reservation Call Center or Ticket Depot. Their role is to ensure all reservationists / ticket agents are properly assisting customers via phone, Request Tracker inquiries, returning voicemails, handling elevated customer concerns, and training of personnel.

Benefits Offered: The Great Smoky Mountains Railroad offers a comprehensive Medical/Rx, dental and vision package with company-funded H.S.A. (for qualified employees), Parental Leave, Life/AD&D Insurance, Long/Short Term Disability coverage, Tuition Reimbursement, Train passes, a 401K with company-match and a generous PTO plan. Southern Highlands Attraction pass and Pass Exchange program for complimentary admission to area attractions.

Essential Duties and Responsibilities:

• Responsible for supervision of reservationists on scheduled shift for expectations regarding courtesy, efficiency, responsiveness to customer needs, and adherence to company policy.
• Communicate with Manager concerning reservationist’s performance, both verbally and in writing.
• Report any customer concerns, safety, technical, or employee issues which need elevated to manager level.
• Supervise and coach reservationists in their duties with phone and online requests, reports, and voicemails.
• Perform a daily audit of all reservations made online or by phone, and make corrections, as needed.
• Oversee maintenance and storing of internal documents and reservation forms
• Review all voicemails throughout the shift, assigning both reservationists and priority of response and supervising to completion.
• Assist in scheduling personnel within budget and based on volume throughout the year.
• Manage the department training program.
• Oversee the training of new /returning reservationists to adequate levels of independence.
• Distribute information to reservationists concerning policy/procedure updates, areas of focus and concerns, etc.
• Conduct weekly Toolbox Talks.
• Assist Events in serving as a liaison to the department regarding availability, blocking off cars, etc.
• When needed, recommend that an appropriate number of cars be added to accommodate additional riders.
• Communicate with parking attendants on buses or late arrivals.
• Update Calendar for special requests, cab rides, cabooses, etc.
• Communicate with Operations and Food and Beverage concerning any special needs or assistance for guests.
• Resolve issues with customers regarding concerns, questions, etc.
• Serve as Depot Supervisor, Reservationist, Group Reservationist, or Shift Supervisor as needed.
• Other duties as assigned

Work Environment:

• Mostly office environment; standing, sitting for 7 to 10-hour shifts.
• Direct interaction with the public when working as a Depot Supervisor.
• Fast-paced team environment.
• Equipment used will include, but isn’t limited to, computer, Boca Printer, fax, printer, multi-line phone system, 2-way radio communication, credit card machine and cash register.