Reservations & Distribution Director

4 days ago

Miami Beach, Florida, United States Think Hospitality Full time
Job Overview

We are seeking an experienced Reservations & Distribution Manager to join our team at Think Hospitality. This is a unique opportunity to lead a high-performing reservations and distribution team, drive revenue growth, and provide exceptional guest experiences.


Key Responsibilities
  1. Manage availability, rates, and inventory in all channels, ensuring optimal yield and revenue growth.
  2. Maintain rate parity across all channels, including follow-up processes for repeat offenders.
  3. Aid in content management in electronic channels, collaborating with the hotel's Marketing team to ensure regular updates of images and descriptions of the hotel, room brands, outlets, and services.
  4. Knowledge of rate loading and distribution.
  5. Maintain distribution systems, manage technical tickets, and loading requests.
  6. Maintain complete knowledge of and comply with all Front Office and Reservations department policies/service procedures/standards.
  7. Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at any time.
  8. Maintain positive guest relations at all times.
  9. Resolve guest complaints, ensuring guest satisfaction.
  10. Maintain complete knowledge of:
  11. All hotel facilities/services, hours of operation.
  12. All guest room layouts, bed types, décor, and locations.
  13. Room availability for any given day and at any given time.
  14. Restricted dates, rates, and room types.
  15. All room rates, packages, and promotions.
  16. Specific arrangements between hotel and travel agencies, and outside channels.
  17. Entertainment/special events scheduled in the hotel.
  18. Access all functions of the computer system.
  19. Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
  20. Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
  21. Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
  22. Ensure staff's knowledge of hotel services, features, and amenities as well as needs selling principles.
  23. Prepare and communicate assignments to the staff. Assign additional tasks as they arise.
  24. Respond to incoming calls during high-volume periods.
  25. Monitor and ensure that Reservations, and Distribution staff perform their job functions to the hotel's standards.
  26. Monitor and ensure that all reservations (including manual) are input into the system.
  27. Ensure processing of advance deposits, refunds of such, and confirmation of both are communicated to customers.
  28. Coordinate and process guest e-mail collection, respond to any web site guest correspondence via all distribution channels.
  29. Staff development including hiring, staff motivation, coaching/counseling, documentation including probationary and annual reviews.
  30. Work closely with other key departments to effectively accommodate guests' special requests and amenities, ensuring open lines of communication with these key departments facilitates the reduction of operational challenges.
  31. Communicate designated VIP reservations to the Hotel Manager and Director of Front Office and department managers, including:
  • Daily response to VIP requests within 24 hours of receipt.
  • Daily input of VIP room requests within 24 hours of receipt.
  • Responsible for VIP reservation accuracy including dates, rates, room type, billing, and special requests.
  1. Review no-show reservations and process charges. Track group no-show reservations and distribute to Sales Department.
  2. Compile and report conversions weekly from Calling Center.
  3. Review reservations agent activity report daily for accuracy of codes, rates, and guest information as it relates to market segmentation, source of business, and accounting SOPs.
  4. Review Travel Agency Commission Report weekly for accuracy; resolve any discrepancies.
  5. Attend designated meetings, including weekly Revenue and Sales meetings and Resume meetings along with weekly Manager's meeting.

Requirements
  • Minimum of 2-year reservations management experience.
  • Bachelor's Degree in Hospitality or related field required.
  • Must be detail-oriented.
  • Knowledge of industry reports.
  • Knowledge of hotel market segments.
  • Knowledge of Group Block PMS functions preferred.
  • Must have the ability to multi-task without error.
  • Must perform well in high-stress environments.

Skills
  • Proficient in English, required.
  • PMS: Opera/Room Master/Infor HMS.
  • Proficient in Microsoft Excel.
  • Familiarity with Amadeus Channel Management, Synxis, and IHotelier preferred.

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