Reservations Manager

The Reservations Manager will be responsible for but not limited to overseeing, training and supporting the in house Reservations team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Review revenue reports, monitor trends and implement initiatives to drive room revenue increases.
• Work with the Revenue Manager & Rooms Coordinatorto perform daily audit of group blocks to maintain all available inventory for sale and maximize revenues.
• Work with Finance to manage a rooms group and transient commissions system effectively.
• Attend required meetings with revenue, group sales, catering and events, rooms division, etc.
• Inspire Kimpton moments, preference collection, and creative ways to have the reservations team positively impact Guest Engagement Scores.
• Prepare Employee Engagement action plans (quarterly one on one check-ins).
• Host monthly department meetings, quarterly team outings.
• Perform Group-Rooms coordinator duties.
• Balance suites (one vs. two bedrooms) to optimize selling power and maintain full exposure of all available inventory.
• Straight line availability.
• Focus on details and accuracy (routing, comments, ETA/ETD, timeliness, requests, Run of the House room types).
• Communication with Revenue, GM, Resort Manager, FOM, Sales Managers, Reservations team, Finance and Rooms Controller.
• Manage Cancellations/Early Departures process.
• Manage Festive Deposit process.
• Coordinate with transient sales and reservations team for all room bookings and provide training to all central reservations agents and communicate all service failures to center manager.
• Assist meeting planner to analyze all room requirements and collaborate with sales and marketing team to ensure compliance to all revenue management guidelines.
• Audit staff to ensure Forbes standards are consistently being adhered to IHG Rewards recognition.
• Manage Reservations schedule and process payroll.
• Maintain a department Goals board.
• Enter complaints in HotSos.
• Maintain staffing: recruiting, hiring and on boarding of new employees.
• Schedule to cover the needs of the operation (meeting HPOR) along with vacation planning. In addition, responsible for checking changes in occupancy and adjusting schedules accordingly. Responsible for finding coverage for call offs and ultimately covering it yourself if unable to find coverage.
• Attendance/Tardiness tracking calendar.
• Request offs Schedule/coverage/big picture.
• Maintaining and approving payroll, missed punches, sick and vacation pay.
• Attend ops meetings.
• Responsible for 2 social hour shifts per month.
• Responsible for invoice processing and ordering supplies and tools required for team.
• Responsible for managing incentive program.
• Balance Employee Engagement, Guest Engagement and Financial Performance.
• Complete projects by deadlines or communicate in advance if unable to reach goal.
• Additional projects and responsibilities may be assigned as needed.

SPECIFIC EXPERIENCE WE’RE SEEKING:

• Over Four (4) years management experience in Reservations for a luxury resort.
• Bachelor’s Degree in Hospitality or similar field.
• Knowledge of Microsoft Office Suite, Opera and MARSHA systems.
• May be required to lift up to 30lbs. occasionally.
• Able to stand for a 12-14 hour shift.
• Able to work independently and make the right decisions for the business.
• Must be mentally organized and thoughtful in actions, display good judgment in the moment.

• This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.

Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.

Salary range: $70,000.00 USD - $90,000.00 USD annually