Reservation Manager

Position Summary:

As the Reservation Manager, you will assist the Revenue Manager in implementing strategic initiatives that support the overall objectives of the resort. You will oversee the daily operations of the Reservation Department, controlling room availability to maximize Average Daily Rate (ADR) and occupancy while ensuring a flawless booking experience for all guests.

Key Responsibilities:

1. Leadership & Team Management

Manage and oversee the daily operations and performance of the Reservation Team.

Drive continuous improvement in the Average Daily Rate (ADR) by regularly training team members in effective upselling, cross-selling, and sales conversion techniques.

Provide regular feedback and strategic recommendations to the Revenue Manager / Director of Sales on ways to increase sales and enhance departmental systems.

Foster a highly informed team by keeping abreast of daily resort activities, banquets, guest activity programs, and current promotions.

2. Revenue & Inventory Optimization

Maintain accurate room rate controls, inventory availability, and occupancy statuses.

Control group room block assignments strictly, ensuring adherence to group cut-off dates and contract terms.

Inform the Revenue Manager of potential sell-out dates to ensure rate restrictions and length-of-stay controls are appropriately applied.

Maximize occupancy and average rates by strategically offering a variety of rate plans and promotional packages, contributing to accurate occupancy forecasts.

Collaborate closely with the Sales Department, keeping them informed of group booking statuses and passing on potential sales leads.

3. Reservation Operations & Administration

Ensure the strict accuracy of all future reservations, maintaining high data-entry standards across the system.

Coordinate seamlessly with the Accounts Department to ensure credit facilities have been established for companies requesting charge-back or billing arrangements.

Monitor the reservation flow to ensure all incoming inquiries (via email, phone, or OTA) are responded to accurately and within 24 hours.

Oversee the accurate recording and pre-blocking of all special requests, suites, and VIP accommodations.

Identify commissionable reservations (e.g., from Travel Agents) and ensure all required information is secured for proper processing.

Supervise the correct processing of advance deposits, billing information, and departmental correspondence files.

4. "Yes I Can!" Guest Experience & Brand Standards

Create 100% guest satisfaction by embodying the "Yes I Can!" genuine hospitality experience, consistently exceeding guest expectations.

Take personal responsibility and utilize teamwork to resolve guest booking issues promptly and professionally.

Listen actively, apologize with empathy, find immediate solutions, and follow through when handling guest complaints.

Assume the responsibility to notice when a guest is dissatisfied and exercise professional judgment regarding when to invoke the 100% Guest Satisfaction guarantee.

Perform other duties as required to uphold the service brand behaviors and deliver genuine hospitality.

• Working in a dynamic, professional environment with many opportunities for career development

•  One - two years hotel reservation experience
• Local market knowledge of hotel industry preferred
•  Collaborate effectively with other hotel employees and managers to ensure teamwork
•  Experience working with a reservation system
•  Proficient computer skills including Microsoft Office suite
•  Strong verbal and written communication skills