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.