Central Reservation Operations Manager

• 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 sessions.
• Assist in the development and implementation of new procedures, tools, and initiatives.
• Contribute to special projects and assignments as directed.

• 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

• 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