Reservations Manager

Come join Atlanta’s newest luxury gem in the heart of Buckhead. We are seeking a Reservations Manger with the ability to provide  exceptional customer services in a Luxury Hotel environment.,


Job Summary

The Reservation Manager primarily supervises the reservation functions for the hotel, ensuring all reservations are processed in a pleasant, professional and efficient manner. Manages and coordinates activities of reservation team members providing reservations and customer services skills.

Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the Director of Revenue or front office manager with budgeting, forecasting, and hiring, retaining, and developing reservations and customer service employees.

Essential Functions

· Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.

· Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.

· Responds to all guest reservation requests and executes prompt, courteous and accurate guest service always. · Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services. · Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.

· Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.

· Assists and prepare in groups pre-arrival process and also preparing group rooming lists.

· Maintains a clean and organized work area.

· Attends all scheduled meetings as required with HOD's or Sales team.

· Create and manage rates and packages configured on the Hotel software.

· Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.

If there are failed reservations to update the Hotel software, then process those reservations manually.

· Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues.

· Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.

· Update No-shows and cancellations on all OTA's without fail to avoid unwanted commissions.

· Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)

· Adjust rates according to suggestions from Yield or Revenue management systems.

· Verify all reservations taken on the reservation forms are updated on the PMS without fail.

· Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.

· Verify if each reservation request is processed as per the hotel standards and without delay.

· Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.

· Process retentions, no-show and cancellations as per the hotel policy and procedures.

        Additional duties as requires