West Virginia Department of Agriculture
                                                                        Position Description
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Job Title:              Reservation Services Manager
Division:              Cedar Lakes Conference Center
Headquarters:   Cedar Lakes Conference Center, Ripley WV
Reports To:        Director, Cedar Lakes Conference Center
Supervisory
Responsibilities: None
FLSA Status:       Non -exempt

Nature of Work:
The Reservation Services Manager has the primary responsibility of coordinating, promoting, and managing services required by groups utilizing Cedar Lakes Conference Center. The Reservation Services Manager is responsible for the preparation of all large group/client contracts for multiple day events, ensure that all reservations are fulfilled at the highest quality possible, ensure that staff are properly trained on how to handle customer service needs, and all data is entered into the Resort Data Processing management system correctly and in a timely manner. Other general responsibilities include planning for refreshment breaks, meeting room set-ups and other guest needs, and accepting deposits from groups and/or individuals. The Reservation Services Manager reports directly to the Director of Cedar Lakes.

Examples of Work:

• Manage daily reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, facility use and management, scheduling refreshment breaks and meeting room set-ups, develop and maintain filing system and master calendar for all reservation/group requests and accurate contractual records, budgeting and forecasting, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Meet and present the facility to group leaders and individuals interested in coming to Cedar Lakes Conference Center and ensure they are provided quality service and expectations are met.
• Maximize occupancy levels by reviewing and revising revenue strategies.
• Managing the reservation schedule to ensure that all available spaces are filled, but that there are enough free rooms for incoming guests.
• Manage third party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximize conversion ratios to achieve targets for the Conference Center,
• Maintain working and friendly relationship with all guests and Cedar Lakes staff.
• Develop and maintain a process to reach out to prospective customers via phone, in person, or email.
• Work cooperatively with subordinates, personnel, supervisor(s) and guests.
• Ensuring that all staff members assigned to handle reservations are familiar with the process and can handle common problems that may arise.
• Perform duties efficiently and productively.
• Accepting deposits from groups and/or individuals.
• Maintain a reservation list to insure each person that sends a deposit has a room.
• Keep the Director informed on a weekly basis of progress in scheduling to include new and old groups booked, groups canceling, and available space for the year and other information to better manage and increase occupancy and usage of Cedar Lakes.
• Assist in miscellaneous tasks such as answering telephone and selling gift shop products.
• Remain on call and respond to all urgent problems when contacted.
• Perform other duties as assigned.

Working Conditions: Standing, sitting, driving, walking, lifting up to 40 lbs. Must be able to work weekends

Knowledge, Skills, and Abilities:.

• Must exhibit good communication skills, be well organized, accurate, and be able to work independently.
• Must exhibit the ability to make decisions regarding organizational management.
• Must be able to analyze group needs and provide lodging and meeting facilities to meet these needs.
• Must be knowledgeable in guest services operations.
• Must know capabilities of Cedar Lakes in order to assign correct meeting rooms and guarantee times facilities will be ready.
• Experience in working with the public.
• Dependable, dedicated and commitment to working flexible hours.
• Must exhibit ability to prioritize work schedule to ensure all deadlines are met.
• Must be able to present a positive image to the public

Minimum Qualifications:
Education: Graduation from an accredited 4-year college or university with a degree in Business Administration, Computer Information Systems, or Hospitality is preferred.
Experience: Five years of experience in performing similar or related experience with conference reservations, bookkeeping, software management, accounts payable/receivable, marketing, and sales experience is preferred.

Additional Requirements:

• Valid driver’s license is required.
• Satisfactory completion of pre-employment drug testing.
• Satisfactory completion of pre-employment law enforcement background investigation, including DMV records.
• Must maintain a positive image of the Commissioner, West Virginia Department of Agriculture.

                     This description is subject to review and revision at the discretion of the Commissioner and designees.
                                           West Virginia Department of Agriculture is an equal opportunity employer.