Nantahala Outdoor Center
13077 U.S. 19, Bryson City, NC, USA
For 50 years NOC has led the outdoor industry, taking more guests whitewater rafting and teaching more paddlers than any other outdoor recreation company. NOC also provides top-quality aerial and trail-based adventures, and provides unmatched retail service, foodservice, lodging, and trip planning services. Behind NOC's rapid growth are our five core values: Lead by Example, Do the Right Thing, Service Before Self, Work Hard-Play Hard, Make it Happen. These core values unite a community of leaders and pioneers in an exciting, fun and always changing work environment.
Employment opportunities, with NOC, offer rare opportunities to work in beautiful locations, grow skills and share passion with others for active outdoor recreation. Ideal candidates are leaders in both the outdoors and the work place and wish to join a unique, values-driven organization. They aspire to excellence in their fields and disciplines and they demonstrate a commitment to the service of others. Above all, they want to provide visitors with unforgettable experiences in the outdoors. If this sounds like you, we hope you'll apply to join the NOC team.
NOC’s Central Reservations Manager is responsible for managing all aspects of the GRO which include managing NOC’s Call Center software, staff, and driving sales; reservation and guest service management and collaborating with NOC’s Operations, Marketing, and Sales teams to serve as an information hub for all NOC staff and guests.
Continually seek to improve GRO processes and accurate documentation of GRO standard operating procedures to increase quality and efficiencies including SOP's for daily processes, staff training, overall department organization, and embracing current and new technology
Hire, train, and manage seasonal Reservationists to ensure necessary staffing levels are met to support business needs while staying within budget and actively managing payroll
Drive sales through training of staff (sales techniques, up-selling, cross selling, etc.), staff incentives, and providing feedback and suggestions to NOC Marketing, Sales, and Operations teams
Implementation, oversight, and completion of Quality Management Analytics program for Call Center which includes providing regular feedback to all GRO staff to improve sales and customer service
Collaborate with NOC Operations Managers regarding but not limited to: guest expectations/experience, processes, reconciliation of reservations, reservation training, trip minimums, and management of reservations due to weather or other cancellations
Oversee daily management of call center
Manage NOC’s Call Center software and collaborate with NOC’s IT Team as necessary
Collaborate with NOC’s Lodging Department and General Store for any lodging needs, including room assignments, lodging issues, and lock and key management
Manage Third-Party bookings as assigned
As administrator of NOC’s reservation software; the Central Reservations Manager will actively manage users, document training processes, provide training and resource tools for all NOC staff, and create and track discounts
Reconcile reservations to ensure accurate and timely payment collection including managing credit balances, past due balances, and cancellations
Manage charge-backs to reduce revenue loss
Actively participate in budget processes, including annual budget creation, monthly reviews, and managing department.
Manage NOC’s Guest Services email and refund/voucher requests in a timely and fair manner
Develop and track KPIs as they relate to call center data, labor/revenue, and reservationist sales/competency in order to make data driven business decisions
Serve as phone reservationist as needed
Keep the GRO Office clean and organized
Exemplify NOC’s Brand Promise and Core Values
Other duties as assigned
Prior management and leadership experience
Excellent written and oral communication skills
Proven sales and customer service experience
Familiarity with outdoor recreation and tourism products
Previous experience in a call center or sales, hospitality and management
Strong managerial skills overseeing multiple skill-sets and employee levels
Have strong problem solving and decision-making skills
Excellent written and verbal communication skills
Strong interpersonal, leadership and team building skills
Willingness to learn and grow through feedback
Able to direct others and give positive and constructive feedback in a timely, supportive manner
Organized and able to multi-task while remaining calm in a fast-paced environment.
Proficient in Office 365 / Microsoft Office Suite
2+ Years of Management and Leadership Experience
2+ Years of experience working in a call center
2+ Years of sales and customer service experience
Knowledge of NOC’s products and operations
Familiarity with NOC’s locations in TN, NC, SC, and GA
Prior experience with phone and reservation software
Bachelors Degree in Business, Hospitality, Tourism, or related field
Applicants must be:
Able to stay calm in a high paced environment
A team player and able to keep an upbeat positive attitude
Have a strong sense of customer service and enthusiasm for sharing outdoor activities with others
Embody and exemplify NOC Core Values and Brand Promise
Able to work a variable schedule, including weekends or evenings based on business demands
Physical Requirements and Working Conditions:
Comfortable working in indoor office environment and sitting for long periods of time
Comfortable speaking clearly and concisely with guests in person, over the phone, and via email.
Comfortable with extensive use of multiple software platforms
The above noted description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to provide a general sense of the responsibilities and expectations of the position. As the nature of business demands change, so too may the essential functions of the position.
The Nantahala Outdoor Center (NOC) is dedicated to the principles of equal employment opportunity in any and all terms, conditions or privileges of employment including hiring, promotions, termination, training and compensation. The NOC does not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic condition or any other status protected by federal, state or local law, where applicable. Furthermore, the NOC is committed to a work environment free of discrimination and harassment through respecting and valuing the diversity among employees and all those with whom the NOC does business.