Reservations Sales Manager

Soul Community Planet (SCP) was born out of a vision to make the world a better place by serving those who value personal wellness (Soul), social good (Community), and the environment (Planet). SCP provides hand-crafted venues comprising hotels, coworking, restaurants, and fitness. For those who believe in the power of healthy living, kindness toward others, and compassion for the planet, welcome to SCP.

The SCP brand and culture are founded on the core values of Soul Community Planet: healthy, kind, and green. With a growth mindset and a kindness focus, the new team member will exemplify and practice the SCP culture alongside the SCP community.

For more on Soul Community Planet, visit www.soulcommunityplanet.com, and to learn about our properties, visit www.scphotel.com.

Summary

The Reservations Sales Manager drives revenue through effective management of the reservations process. The AI Voice Agent and AI Text Agent are the 24/7 first line of contact for guests and potential guests. The live reservations team are our super agents: they can do everything the AI agents do, plus what the AI agents cannot, such as upselling and planning special celebrations. The manager trains both, and works closely with each hotel to understand all of its offerings. The role also serves as Guest Experience Manager, responsible for the quality of every guest interaction from first inquiry through arrival.

This is an exempt, salaried leadership position. Working efficiently and effectively, including through smart use of AI tools, is essential, and the manager is expected to model and support a healthy work/life balance for the team, in keeping with SCP’s Culture and Core Values.

The Job

Guest Experience

• Own the quality and consistency of guest interactions across phone, text, chat, email, and AI channels.
• Ensure a positive contribution to hotel guest satisfaction scores and online reviews.
• Resolve guest complaints to over-the-moon satisfaction and serve as the escalation point for issues live or AI agents cannot resolve.
• Review guest feedback and complaint trends, and coordinate with property teams on special requests and service recovery.

Hotel Offerings

• Communicate regularly with each hotel to understand all of its offerings, including rooms, packages, amenities, dining, and experiences, and stay current as they change.
• Use this knowledge to train both the live agents and the AI agents.

AI Voice Agent and AI Text Agent

• Manage the AI agents as the 24/7 first line of contact for guests and potential guests, including handoff rules that route guests to live agents when needed.
• Continuously train the AI agents by reviewing conversations, closing knowledge gaps, and keeping rates, packages, policies, property details, and FAQs current.
• Continuously improve AI Voice Agent performance, including reducing the minutes needed to complete a booking, to increase conversion.
• Test AI agent responses after each update, and monitor resolution, handoff, and conversion rates.
• Coordinate with vendors and internal teams on system issues and configuration changes.

Live Super Agent Team Leadership

• Hire, schedule, and train live agents to handle everything the AI agents do, plus higher-value requests such as upselling, planning special celebrations, and complex guest needs.
• Conduct monthly sales and “Best Practice” training, and coach each agent at least twice a month toward established goals, including upselling.
• Implement incentive plans to drive behavior change.
• Review the previous day’s leads and assign follow-up calls or emails.

Revenue and Performance

• Run daily pacing reports, identify occupancy and revenue trends, and share them with the Sr. Director of Operational Excellence for pricing, marketing, and package discussions.
• Participate in property Revenue Maximization meetings as needed.
• Use Revinate Best Practices and reports (compliance and conversion, executive summary, call volume, and non-booking) to coach the team.
  • Score at least 10 not-booked or hot-lead calls per agent, per month, using the “keep, stop, start” coaching approach.
  • Confirm ELM compliance, spot-check non-lead calls, and score cancelled reservations to train staff to save them.
• Complete the weekly KPI report, covering live, AI, and guest experience results, and present action plans to the Sr. Director of Operational Excellence.

Reservations and Distribution

• Create rate, package, and promo codes in the PMS and other systems.
• Review and update reservations, and review OTA charges for accuracy.
• Maintain relationships with OTA managers and ensure rate parity.
• Other duties as assigned.

Job Requirements

• Must be authorized to work in the United States.
• Exceptional verbal and written communication skills and excellent telephone etiquette.
• Strong guest service orientation, with proven ability to resolve complaints and recover from service failures.
• Proven sales and upselling skills, and the ability to coach others to sell.
• Ability to analyze data, write clear reports and procedures, and present information to managers and staff.
• Ability to calculate discounts, commissions, proportions, and percentages.
• Strong organizational skills and the ability to work efficiently with minimal supervision.
• Thorough knowledge of Microsoft Office and the ability to learn PMS, CRM, and AI voice and text agent platforms.
• Ability to use AI tools, such as Claude, to work efficiently and effectively.
• Ability to write clear, accurate guest-facing content that AI agents can use reliably.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Professional demeanor and willingness to continually learn and adapt.

Supervision

• Reports to the Sr. Director of Operational Excellence.

Education and Experience

• Bachelor’s degree preferred; an Associate’s degree or at least two years of related reservations or hospitality experience will also be considered.
• At least two years of experience as a department manager overseeing two or more team members.
• Guest experience or guest relations experience in a hotel setting preferred.