Reservations Manager

1 month ago

Sunny Isles Beach, United States Sunny International Management Llc Full time
Job DescriptionJob Description

Position Summary:

The Reservations Manager will be responsible for overseeing the reservations department and ensuring that all reservations are handled efficiently, accurately, and in a manner that maximizes revenue. The ideal candidate will manage the reservations team, handle guest and owner inquiries, optimize booking systems, and coordinate with other departments to ensure seamless operations. This role requires a blend of leadership, customer service, and analytical skills to enhance guest satisfaction and drive profitability.

Key Responsibilities:

Reservations Management:

  1. Oversee and manage the reservations team, ensuring that all reservations are handled professionally and in a timely manner.
  2. Constantly coach and train employees to maximize revenue and profitability.
  3. Ensure that all reservations are entered accurately into the property management system (PMS).
  4. Work alongside wholesaler, travel agencies and OTA’s and enhance the relationship between both parties.
  5. Handle VIP and complex reservations, ensuring all special requests and requirements are met.
  6. Maintain detailed knowledge of all property amenities, hours of operations and guestroom layouts.
  7. Monitor all incoming calls and ensure that team is handling them in a professional manner.
  8. Monitor group reservation activity daily and communicate status with Sales Department.
  9. Represent reservations department in management meetings.  

Revenue Management:

  1. Work closely with the Revenue Manager to implement pricing strategies and optimize room occupancy and revenue.
  2. Monitor and analyze booking patterns and market trends to adjust strategies as necessary.
  3. Maximize revenue opportunities by upselling additional services, such as room upgrades, packages, and other amenities.

Guest Relations:

  1. Provide excellent customer service by addressing guest inquiries, concerns, and special requests related to reservations.
  2. Ensure that all guest communications, both verbal and written, are professional, courteous, and accurate.
  3. Handle and resolve guest complaints related to reservations in a professional and timely manner.

System and Process Management:

  1. Ensure that the reservations system is up-to-date, including room rates, availability, and special offers.
  2. Coordinate with IT and PMS vendors to troubleshoot system issues and implement upgrades as needed.
  3. Maintain accurate records of all reservations and cancellations, ensuring compliance with hotel policies.

Team Leadership:

  1. Recruit, train, and supervise the reservations team, providing ongoing coaching and performance feedback.
  2. Develop and maintain a positive team culture, encouraging collaboration and continuous improvement.
  3. Schedule and manage staff shifts to ensure adequate coverage during peak and off-peak times.

Coordination with Other Departments:

  1. Liaise with the front office, housekeeping, and other departments to ensure that all guest requests and reservations are fulfilled seamlessly.
  2. Communicate with the marketing department to promote special offers and packages.
  3. Work with the accounting department to ensure accurate billing and payment processing for reservations.

Reporting and Analysis:

  1. Prepare regular reports on reservation trends, occupancy rates, and revenue performance.
  2. Conduct analysis of reservation data to identify opportunities for improvement in booking strategies.
  3. Report on key performance indicators (KPIs) to senior management, providing recommendations for improvements.

Compliance and Policies:

  1. Ensure that all reservation policies and procedures are adhered to, including cancellation policies, payment terms, and data protection regulations.
  2. Stay informed of industry regulations and standards, ensuring the condo-hotel remains compliant.

Qualifications and Skills:

  1. Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
  2. Minimum of 3-5 years of experience in a hotel reservations or front office role, with at least 2 years in a supervisory or management position.
  3. Ability to speak a second language, Spanish preferred.
  4. Proficiency with Springer Miller Systems, TravelClick, and Microsoft Office Suite.
  5. Strong leadership and team management skills, with the ability to motivate and develop a team.
  6. Exceptional customer service skills, with a focus on exceeding guest expectations.
  7. Excellent verbal and written communication skills, with the ability to interact effectively with guests, staff, and management.
  8. Strong analytical and problem-solving abilities, with a focus on revenue management and process improvement.
  9. High level of accuracy and attention to detail in managing reservations and guest information.
  10. Ability to work a flexible schedule, including weekends and holidays, as required.

Physical Requirements:

  1. Ability to sit for extended periods while using a computer.
  2. Ability to occasionally lift and carry items weighing up to 20 pounds.
  3. Must be able to communicate clearly over the phone and in person.

Working Conditions:

  1. Primarily an office-based role within the condo-hotel.
  2. Fast-paced environment requiring the ability to multitask and prioritize effectively.
  3. Occasional interaction with guests at the front desk or during events.
Company DescriptionWe are a beautiful resort Condo/Hotel in Sunny Isles Beach, Fl. We invite you to Join our team.Company DescriptionWe are a beautiful resort Condo/Hotel in Sunny Isles Beach, Fl. We invite you to Join our team.

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