What are the responsibilities and job description for the Reservations Manager position at The Huntley Hotel?
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Reporting to the Director of Commercial Strategy, the Reservations Manager position is responsible for providing oversight of the Reservations Department of the hotel, of which includes managing a team of Reservation Agents who handle reservations in a friendly and professional manner, ensure the top selling options of offers to clients and guests, and will be responsible for the overall operation of the department. The ideal candidate must be team oriented, self and team-motivated, driven, and enjoy working in the hospitality industry. We are seeking an individual who takes the initiative, is organized, and possesses excellent communication skills both verbal and written. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities.
Job Responsibilities:
- Answer all incoming calls promptly in a friendly efficient and courteous manner as outlined in SOP.
- Display a high level of integrity and professionalism at all times in dealing with guests and employees.
- Ensure Reservation Team follows policies and procedures to increase Guest satisfaction.
- Develop and train the Reservations Team on phone etiquette to ensure the constant delivery of excellent Guest and customer service.
- Provides leadership over hotel call volume and reservation services & needs; help address concerns and issues when transferring reservation calls to the in-house Reservations Department and the Call Center.
- Ensures the development and implementation of reservation sales strategies that generates revenue and ADR growth.
- Provides coaching & counseling and development of Reservations team in addition to managing schedules.
- Continually update Central Reservations/call center on City-Wides, upcoming events, closures, hotel info, updated services and amenities, etc., for accurate selling info.
- Implement conversion targets of upselling opportunities at point of reservation.
- Manage the reservations team incentive program and compile/publish monthly results by agent.
- Understand the competitive marketplace through data analytics and build a strategic approach to manage the reservation department and trends.
- Manage room inventory, reservations block assignment, availability controls and enforce overbooking strategy set forward by the Director of Commercial Strategy.
- Communicate and work closely with the Sales Department concerning group & leisure bookings to ensure all systems are effectively managed to maximize occupancy & ADR in support of the sell strategy.
- Assist with Corporate rate code loading/configuration in Opera, SynXis, and GDS submission form.
- Full understanding of 3rd Party Channels and the reservation billing. Familiar with managing 3rd party extranets.
Benefits:
401(k)
Medical, Dental, Vision Insurance and more!
Paid time off
Schedule:
Primarily business hours
Weekend & Evening availability when needed
Ability to commute/relocate:
Santa Monica, CA 90403: Reliably commute or planning to relocate before starting work (Required)
Experience:
OPERA: 1 year (Required) Sales: 1 year (Required)
Our post-offer background check process includes a background check.
Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.
The parameters of this job description have been read, are understood, and are herewith accepted.
