Reservation Center Manager

Description

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.

Requirements

Skills/Abilities

• Strong verbal and written communication skills, with the ability to coach effective phone-based relationship building.
• High-energy leader with strong coaching, accountability, negotiation, and closing skills.
• Experience with CRM systems, outbound dialers, property management systems, and call tracking analytics.
• Advanced proficiency in Excel and Google Sheets for sales reporting.
• Proven ability to meet or exceed sales goals and implement incentive plans that strengthen performance.

Education and Experience:

• 3–5 years of experience managing an outbound sales center, inside sales team, or sales-focused hospitality reservation center.
• At least 2 years of direct team leadership or supervisory experience.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift 25 pounds or more as needed.

Work Environment:

• On-site or hybrid work in a fast-paced, sales-focused environment.
• Flexible hours, including weekends or high-volume sales periods, based on business needs.

AAP/EEO Statement?

It is the policy of TRMF to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, TRMF will provide reasonable accommodation for qualified individuals with disabilities.