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Reservations Manager

2 months ago

New York, United States Lotte New York Palace Full time
Job Description

As the Reservations Manager, you will work directly with the Director of Reservations to gather and analyze the hotel's performance, reservations and guest satisfaction data. You will enter all group information into our PMS, handle all changes and revisions, route billing requirements, reconcile group blocks between SMS and Delphi, maintain accurate group files, monitor group blocks, allotments, cut-off dates and ensure rooming lists are received and entered in a timely manner.

  • Attend weekly group resume meetings and all client pre-con conferences
  • Monitor and Analyze data provided from Navis our Reservation Sales System. Provide call monitoring and follow up with all agents.
  • Respond to any guest concerns and ensure solutions are in the best interest of the Hotel and guest
  • Maintain constant communications with the Sales/Marketing and Front Office Departments regarding room status
  • Manage hotel rooms inventory, including out-of-order rooms, oversell, blocking, and balancing
  • Manage suite reservations in conjunction with the Front Office Managers and ensure special handling of Executive-level corporate clients, heads of state, celebrities, VIPs, and return guests
  • Manage property CRM system in conjunction with Marketing and Front Office
  • Manage the Hotel's reservations system to maximize hotel profitability and customer satisfaction through effective guest rooms inventory control and timely reservations processing
Requirements

To successfully fill this role, you should possess the following competencies: communication, analysis, planning, drive resilience. You should also demonstrate the following:
  • Excellent written and oral communications skills and concise, well-organized presentation skills
  • Confidence in communicating with a wide range of people, both inside and outside hotels
  • Ability to recognize trends in data and demonstrate solid decision-making skills
  • Have great time management skills for a fast-paced environment
  • Determined and energetic, whilst remaining calm and level headed in order to deliver results
  • Previous reservations experience in similar luxury environment
  • Must be proficient in Word, Excel, and Outlook
  • Must have strong leadership skills
  • Ability to work a flexible schedule including evenings, weekends, and holidays


Pay Range: $65,000 to $70,000 annual salary