Reservations Manager

Drive sales and operational excellence in the Reservations department through strategic leadership, coaching, and revenue-focused initiatives.

About the role

As Reservations Manager, you will oversee day-to-day operations, lead and develop the Reservations Team, and work closely with Sales, Marketing, and Operations to maximize revenue and guest satisfaction in the helicopter-tour industry. The role includes direct supervision of staff, performance management, and hands-on support for reservation agents.

Responsibilities

• Oversee daily operations within the Reservations department.
• Assist with staff development, training, and performance feedback; resolve operational issues.
• Motivate, coach, and train supervisors and agents to perform at maximum potential.
• Provide outstanding customer service to guests, agents, vendors, and team members; respond efficiently to all reservation-related queries.
• Drive sales through strategic management of the Reservations Team; generate and upsell products via inbound and outbound calls.
• Collaborate with Sales, Director of Experience, and Base Manager on tour bookings and revenue alignment.
• Recommend and implement innovative sales and marketing strategies to maximize revenue.
• Create synergies between Blue Hawaiian Helicopters and Blue Hawaiian Activities.
• Manage call volume to ensure optimal customer service, minimal hold times, and reduced drop-call rates; report on time-analysis efficiencies.
• Assist with employee performance appraisals and system updates; manage inventory and process requests.
• Travel up to 20% of the time.

Supervisory Responsibilities

• Directly supervise employees in the Reservations department.
• Interview, select, hire, and train employees; plan, assign, and direct work.
• Appraise performance, reward and discipline employees, and address complaints.
• For exempt managers: provide significant input in hiring and termination decisions for teams of two or more employees.

Requirements

• High school diploma or GED; four to six years of related experience and/or training, or equivalent combination of education and experience.
• Bachelor’s degree (BS/BA) preferred.
• 2–4 years of customer service experience in a performance-driven environment.
• 2–4 years of sales and upselling experience.
• 1–2 years of revenue management experience.
• Previous leadership experience in a similar role.

Skills

• Strategic, innovative, and analytical with solid business acumen.
• Exceptional customer service and communication skills (verbal and written).
• Proven ability to develop and implement sales and marketing strategies to increase revenue.
• Strong sales and upselling skills.
• Ability to work in a fast-paced environment, balance multiple tasks, and prioritize effectively.
• Leadership and team development skills.
• Adaptable to change and able to champion and facilitate change within a team.
• Ability to present information effectively in one-on-one and small group settings.
• Outstanding problem-solving skills and ability to meet daily deadlines.
• Knowledge of the local area, attractions, travel, or guest services industry preferred.
• Flexible schedule, including weekends and holidays.

Computer Skills

• Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Advanced knowledge of sales and marketing technology (Salesforce, Mailchimp).
• Experience with Al-Pro Software preferred.

Pay

Annual salary range: $55,625 – $83,525.