Reservations Manager

Role Overview

• Responsible for leading the reservations process, to effectively maximize top line revenue for the hotel.
• Manages the reservations sales team to achieve revenue and service goals.
• Lead the reservations sales agents to achieve revenue and service goals according to Forbes standards and company guidelines.
• Motivate and direct the team to properly enter leads and records calls in accordance with Revinate reservations sales best practice.
• Listen to and review calls with reservations sales agents for coaching and scoring of calls.
• Develop the sales skills of the team.
• Understand Revinate reporting and be able to analyze weekly and monthly KPI scores.
• Communicate accurate and thorough information on the hotel accommodations, packages, promotions, services, and amenities to guests and staff.
• Manage the reservations email inbox and ensure inquiries and requests are answered to service standards.
• Handle travel agent commission processing and inquiries, including reconciliation of third party booking sites and voice agent commissions.
• Draft Standard Operating Procedures (SOPs) pertinent to reservations and ensure they are followed.
• Support the group housing process as needed, working with the sales team, service departments, and clients.
• Assist Director of Revenue Management in reporting on all pertinent pace, reservations booking data, channel and rate production, trends, and competitive activity.
• Assist to manage room inventory, pricing, and distribution channels.
• Support the revenue and yield process in achieving revenue goals.

Requirements

• 2-3 years of reservations experience required, including supervisory or management experience, preferably in luxury or upper upscale segments.
• Four-year degree preferred.
• Advanced proficiency of Microsoft Office, CRS, PMS, S&C systems.
• OPERA Cloud, Passkey, and Revinate knowledge a plus.
• Strong training & coaching skills.
• Must have exceptional interpersonal, clear verbal and written communication skills.
• Second language is a plus.
• Must be able to work in a Reservations office environment and work continuously with the Front Desk and all operational departments.
• Candidate must have attention to detail, be able to multi-task, must possess the ability to work in a fast-paced environment, experience handling customer service issues and be a team player.
• Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.

Tech Stack

• Cloud

Benefits

• Employee discounts for golf, tennis, spa, beach, water sports, equestrian, shopping or just relaxation.