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Central Reservation Operations Manager

Roberts Hawaii • Full-time • Honolulu, Hawaii, United States • 19h ago

Central Reservation Operations Manager

Salary Range: $55,000.00-$70,000.00

Essential Job Functions

Leadership and Operations
- Oversee daily operations of Call Center Agents and Group Coordinators to ensure productivity, accuracy, and service standards are consistently met.
- Assign and monitor management and supervisory tasks, including but not limited to:
  - Credit Card Processing (CCP) for Travel Agencies
  - Credit card settlement
  - Processing refunds
  - Creating and distributing daily/weekly schedules
- Alert Director of operational challenges, performance gaps, or system issues requiring escalation.
- Ensure adherence to company policies, reservation procedures, and service standards.
- Guide and monitor staff to ensure accuracy and efficiency in reservations, reconfirmations, and customer communications.
- Step in to assist with booking and customer support during high-volume periods when necessary.
Innovation, Automation & Process Improvement
- Identify and implement automation opportunities to improve productivity and reduce manual workload.
- Evaluate and introduce tools such as AI chatbots, self-service booking enhancements, workflow automation, and reporting improvements.
- Continuously refine processes to minimize dependency on large staffing levels while maintaining service quality.
- Lead modernization initiatives that improve response time, reduce repetitive tasks, and enhance the customer experience.
- Partner with leadership and IT/Marketing teams to improve reservation platforms, reporting dashboards, and communication systems.
Team Development & Performance Management
- Provide leadership, coaching, and performance feedback to direct reports.
- Conduct regular meetings to align staff on goals, performance expectations, and service standards.
- Participate in hiring, training, and development of team members.
- Complete annual performance evaluations.
- Counsel and coach employees on day-to-day performance.
- Work with HR and leadership to address disciplinary matters following progressive
Customer Experience & Service Recovery
- Resolve customer complaints and service issues to ensure positive outcomes for both guests and the company.
- Monitor agent availability, call flow, and response times to achieve abandon rate and service level goals.
- Ensure timely responses to reservation inquiries and customer service emails.
Group Reservations Oversight
- Support the Group Reservations function, including:
  - Costing and proposal development for charter and group services
  - Vendor coordination and negotiation support
  - Contract preparation and operational alignment
- Ensure accuracy, profitability, and timely turnaround for group proposals
Communication & Collaboration
- Maintain strong communication with leadership, operations, sales, and external partners.
- Participate in staff meetings, product updates, and training session's
- Assist in the development and implementation of new procedures, tools, and initiatives.
- Contribute to special projects and assignments as directed.

Essential Skills & Minimum Qualifications

High School Diploma or equivalent required
Four-year degree in Business, Hospitality, Travel Industry, or related field preferred
Minimum 5–10 years of call center, reservations, or customer service experience
Minimum 5 years in a leadership or supervisory role
Strong experience managing teams in a fast-paced, high-volume environment
Demonstrated interest in automation, technology, and process improvement
Experience implementing or working with:
- CRM/reservation systems
- Automation tools
- AI-assisted customer service platforms (preferred)
Strong computer proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
Excellent verbal and written communication skills
Highly organized with the ability to prioritize and multitask effectively
Strong analytical and problem-solving skills
Ability to interact professionally with all levels of management, including executives
Knowledge of Hawaii travel industry and geography preferred
Flexible schedule including weekends, evenings, and holidays as needed
Strong leadership qualities with the ability to motivate, develop, and retain staff

Leadership Profile

Embraces innovation and continuously looks for smarter, faster ways to operate
Is comfortable learning and implementing new technology and AI tools
Thinks strategically about scaling operations without scaling headcount
Leads with accountability, clarity, and strong communication
Builds a team culture focused on efficiency, adaptability, and service excellence

Working Conditions / Job Environment

Air-conditioned office environment
Standard desk, chair, and office equipment
Sedentary work with extended periods of sitting and computer use
Occasional standing/walking required
Possible eye and muscle strain due to frequent computer use
Some remote work flexibility may be required based on operational needs

The information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

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