Reservation Center Manager

Our Company

The Theodore Roosevelt Medora Foundation (TRMF) is a premier tourism operation and a 501(c)(3) nonprofit organization. TRMF welcomes hundreds of thousands of guests each year through a diverse lineup of entertainment, historical, and educational attractions. We are committed to connecting people to Medora through positive, life-changing experiences.

Job Overview

The Reservation Center Manager leads a high-performing team responsible for inbound guest bookings, outbound sales outreach, and revenue-generating guest engagement.

This role is ideal for an energetic sales leader who brings operational discipline, coaching ability, and a strong focus on service, conversion, and results.

Responsibilities

Outbound Sales, Inbound Sales & Revenue Generation

• Develop and lead outbound call strategies that engage past guests, abandoned inquiries, group prospects, and seasonal campaign audiences.
• Set daily outbound performance expectations, including call volume, connection rates, conversion rates, and revenue generated by each specialist.
• Partner with Revenue and Marketing to create targeted call lists, promotional campaigns, and package offerings that support conversion.
• Drive upselling and cross-selling of add-on packages, premium lodging, dining, and attractions in every appropriate guest interaction.
• Oversee daily Vacation Center operations to ensure efficient booking workflows and a consistently high standard of guest service.
• Monitor key performance indicators, including average handle time, abandonment rate, conversion rate, and customer satisfaction.
• Serve as the escalation point for complex guest inquiries, special requests, and service recovery needs.

Incentive Plan & Performance Management

• Design and manage commission and bonus programs that motivate specialists, reward top performance, and support monthly and seasonal revenue goals.
• Set weekly, monthly, and quarterly revenue goals for individual team members and the department.
• Evaluate incentive program ROI to ensure payouts remain cost-effective and aligned with revenue growth.
• Lead sales competitions and reward challenges that build energy, morale, and productivity.

Team Leadership and Sales Coaching

• Lead day-to-day team performance, accountability, coaching, and development to support service and sales goals.
• Recruit, onboard, and train specialists in consultative selling, objection handling, and closing strategies.
• Conduct script reviews, call monitoring, and one-on-one coaching to strengthen individual and team performance.
• Build a competitive, collaborative sales culture that balances quota achievement with excellent guest service.
• Manage schedules, call queues, and staffing models to support service levels and outbound sales activity.

Operations & Systems Optimization

• Manage CRM, dialer systems, lead routing, and database quality to support efficient sales activity.
• Create and maintain standard operating procedures, outbound phone scripts, and objection-handling guides.
• Prepare weekly sales performance reports on outbound activity, conversion, average order value, and total outbound revenue.
• Serve as the senior escalation point for high-value group leads, VIP guests, and complex booking needs.