Reservations Training Manager

Job Description

Overview

Canyon Ranch guides the pursuit of wellbeing on a path through immersive destinations to a lifetime of proven answers. We inspire your well way of life through Integral Answers, Personal Guidance, Lifetime Impact and Evidence-based Progress

Responsibilities

The Reservations Training Manager is part of the leadership team within Reservations and important to the overall success of the Reservations Sales Department. Their primary role is for training and motivating staff on all facets of the properties and services provided as well as providing direct supervisor to the reservations operations staff, monitors and updates departmental policies & procedures in conjunction with departmental leadership, managing the incentive program and engaging in ad-hoc special projects as they arise.

Training responsibilities include ensuring training of the Luxury Sales process, also known as a Consultative Selling approach. This position will require a creative approach to develop a training library that not only continually evolves the new hire training but the overall development of recurrent training programs, development, and deployment of a training library that includes best practices sample calls, to tips & tricks to support both new hires and existing employees.

When not conducting training, the position will update the Reservation Knowledgebase, and monitor calls and assist in coaching the team. This position will work closely with the Director and the leadership team to review overall trends to identify coaching and training opportunities, continually looking to improve the Customer Experience while ultimately meeting or exceeding departmental revenue goals. You will become a Subject Matter Expert (SME) on the Property Management System (PMS) and various other tools utilized in the Contact Center, such as the Customer Relationship Management (CRM) tool which supports the high touch Sales Process. In addition, the position will be Reservation Ambassador who is responsible for staying in touch with the various properties to ensure they themselves are kept upto-date on all policies and procedures, thus keeping training materials up to date.

Additional fuctions include:

• New Staff Sales Training: Continually review and evolve the onboarding process of new hires, including the training of a remote workforce. This includes ensuring new hires are properly equipped and trained as part of the onboarding. New hire training consists of learning the Canyon Ranch brand value, an in-depth understanding of each property, creating and changing reservations in our PMS (Opera). Training of new hires includes using a consultative selling approach using the CRM (Dynamics) to manage a database of leads to support a customer intimacy model. Monitor new hire performance over the next 90 days to ensure they are trending in a positive direction, and providing continual coaching, as needed as a virtual nesting period. Work to transition support to their assigned supervisor and integrate the new hire into their normal activities.

• Recurrent Training / Ongoing Coaching: Actively working with the leadership team to identify trends and opportunities to create Just in Time training, recurrent training based on reviewing calls and monitoring Key Performance Indicators (KPIs). Through call monitoring interactions with guests identify opportunities to improve the Customer Experience, and overall revenue by ensuring the team is following the Luxury Call Flow, offering products and services that meet both the guest's needs and wants, while also recommending upsell and cross-sells.

• Administrative: Maintains the training library which includes all training materials, such as best practice calls recordings, documentation for both new hire and recurrent training modules. Assist in maintaining the information in the Reservation Knowledgebase (KB) and ensuring the Offer Memos (OMs) are up to date. Continual improvement identifying new tools, job-aides, etc. to support the reservation team.

• Department Support: Provides leadership and supervision of the Reservation Sales Team, monitoring overall staffing levels, answering team questions, handling escalated calls as needed.

Qualifications

WHAT YOU'LL NEED TO BE SUCCESSFUL

Qualifications include:

1+ Year of experience in similar or related field

Prior experience in sales/call center training a plus

Minimum High School diploma or equivalent. Preferred Associate degree or two-year equivalent specialized training or experience required.

WHAT YOU’LL RECEIVE AS A COLLEAGUE

Competitive salary with incentives

Partner and collaborate with world-class experts in the fields of health, fitness, spa and spirituality

YouPlay - Exclusive access to Canyon Ranch amenities and discounted programs at our properties

A supportive and collaborative team environment

Opportunities for professional development and growth

WORK LOCATION: This role will be working onsite at our Tucson property.

We are proud of our ability to help transform lives. It motivates us. It energizes us. It fulfills us. Are you ready to join our cause?

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