The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.
Located in the Smoky Mountains of Western North Carolina, Lake Junaluska is a conference and retreat center that hosts over 50,000 overnight guests annually. We have over 400 lodging rooms, a campground, and meeting space for up to 2,000 people. All of our facilities are located on a scenic 1,200 acre campus which boasts panoramic views, abundant recreation opportunities, and a 200 acre lake. Our market ranges from youth groups to affluent leisure guests primarily from the Southeastern U.S.
Ensure that all Group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Coordinator Departments.
Responsible for supporting the booking process for all overnight accommodations, special events and day activities.
Assist the Revenue/Reservations Manager in supporting the department’s day to day activities when asked.
Ensure the group blocks are created and monitored correctly prior, during and post group dates.
Routine review of lodging blocks, and upkeep digital tracking of group blocks and their associated pick-up.
Coordinate with involved parties to ensure timely processing and pick-up of group blocks.
Oversee event registration for: Lake Junaluksa-organized events, group packages, events contracted for registration services. As needed, review booked reservations to ensure accuracy and operational success.
Monitor/create reporting associated with groups to depict accurate pick-up, billing, forecasting, etc.
Check for group reservation errors and contact the caller of the reservation or group contact accordingly to obtain and verify information.
Work with Event Coordinator and Group Coordinators in regards to group rooming lists, reservation changes and group billing according to contract and email history.
Monitor room type availability daily.
Monitor non-guaranteed reservations daily and contact the caller of reservation if needed to obtain a credit card.
Responsible for canceling reservations when required and adding appropriate cancellation fee.
Create and maintain group room blocks and advise Revenue Manager of supply availability for leisure guest rooms.
Help avoid and resolve billing challenges in group reservations.
Support inbound calls from in-house, future and past guests.
Monitor internet bookings, availability and billing.
Assist in completing VIP and internal reservations; communicating any issues to Reservations/Revenue Manager.
Assist in completing all email reservations and changes for groups.
Share knowledge about groups with relevant departments to ensure positive guest experiences are had.
Support the training of reservationists and front desk to ensure team members are well equipped to support the group guest experience at Lake Junaluska.
Associate’s degree or equivalent; or one year related experience and/or training; or equivalent combination of education and experience
Hospitality and/or Reservations Department/Event Coordination experience are preferred.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Excellent written and oral communications skills with people from a wide variety of education and socioeconomic backgrounds
Advanced computer skills to include, Microsoft Office, G-Suite, electronic mail, routine database, word processing, spreadsheet, graphics. In addition, hotel property management system experience such as SMS /Opera or sales systems such as Delphi, Hotel Sales Pro or Maestro, etc. are preferred.
Organizational Skills: Must be very detail oriented with the ability to prioritize tasks, organize daily activity and perform multiple tasks at the same time. Strong organizational and analytical skills are essential.
Knowledge of Property Management System and Sales and Events Management platform(s) preferred
MUST be very detailed oriented with the ability to prioritize tasks and organize daily activity to maximize productivity of both self and team
Ability to allocate time efficiently with minimal supervision
Ability to resolve customer service related issues and troubleshoot a variety of customer, clients and/or employee questions.
Must have solid customer service experience
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; must be able to calculate rates, ratio and percentages and to create and interpret sales graphs
Ability to minimize conflict within the workplace. Customer service and conflict management experience or training is a must.
Ability to travel offsite and use remote desktop access if and as needed
Understanding of Christian beliefs and values. Knowledge of The United Methodist Church is ideal. Ability to support the Mission and Vision of Lake Junaluska is essential.
Must have the following:
Light to moderate physical activity performing non-strenuous administrative type work
Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation; with quiet to moderate noise
Physical demands: able to lift up to 25 pounds, manual dexterity sufficient to reach/handle items
Manual dexterity to perceive attributes of objects and materials
Climb, balance, stoop, kneel; frequently moves about, able to stand, walk, and sit for extended periods
At times, be outdoors in all weather conditions
Vision: must be able to see close, have good vision to perform daily duties
Hours: 8:00 a.m. to 6:00 p.m. Monday through Friday; nights, weekend, holiday, OT, as required
