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Job Description
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.
Education, Skill, and Work Experience Requirements:
Supervisory experience required. Must be able to work a flexible schedule with night, weekend, and holiday hours availability. Knowledge of previous reservations software and cash handling experience preferred. Must be able to communicate effectively in both written and spoken English, possessing good leadership and interpersonal skills with proven ability to manage people. Must be highly organized, able to handle multiple tasks simultaneously and supervise to completion. Must be able to interact effectively with coworkers/vendors/customers. Must have proficiency in Microsoft Office including Word, Excel, Teams & Outlook.
