Reservations Manager

Job Description

Meticulously manage and oversee the handling of all incoming or active Reservations for the hotel. Through timely and accurately confirming all Reservations the perception of absolute efficiency should be achieved and maintained.

Responsibilities

• Oversee accurate input of Reservations into system.
• Manage and maintain all FIT reservations, contracts and production.
• Manage and assist with all ESP account reservations.
• Input all definite group booking tickets into the PMS system 72hrs after turn-over date.
• Maintain system balances between Delphi and Epitome during the sales turnover process.
• Manage/access all housing group pick-up reports
• Audit group resumes prior to group's arrival
• Meet with meeting planners as necessary.
• Process earned group comps.
• Process all group numbers for the revenue management PSAs.
• Conduct/chair the CS/Revenue meeting and Revmerch meeting in the absence of the DORM.
• Appropriately assign all future groups to the GRC staff and Assistant Director of Revenue Management..
• Analyze no-show, same-day cancel, early departure and unexpected stay-over patterns
• Analyze the impact of changing mix of business ratio.
• Assist in establishing group selective sell targets and adjusting appropriately.
• Work with OMNI CRO to ensure accurate group booking information is set up for reservation accuracy.
• Process all CRO test calls on a monthly basis.
• Maximize potential room revenue by following specified selling guidelines.
• Provide directional feedback on group block pick-up and slippage.
• Provide a clear direction of group sales filling gap periods.
• Clear all room type issues prior to arrival on a daily basis.
• Detail day of arrival list daily.
• Process all travel agent commissions.
• Ensure an efficient and professional working environment with open communication
• Ensure staff is well trained and has ongoing training as needed on HIS/IBM systems.
• Ensure staff is able to describe all hotel accommodations.

Qualifications

• Knowledge of the operations of the hotel industry. 
• Dynamic, enthusiastic, creative  leader who thrives under pressure and is able to perform multiple functions and troubleshoot when needed. 
• Command of the English language both written and verbal, with the ability to demonstrate warmth and empathy when engaging with others. 
• Requires knowledge of advanced sales techniques. 
• Highly developed customer service skills with strong attention to detail.   
• Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel, and Outlook. Delphi experience preferred. 
• The ability to delegate, effectively train and coach 
• Must be able to work a flexible schedule including nights, weekends and holidays.