Reservations Manager

• Works one-on-one with reservations agents to improve their sales techniques as well as ensures an ongoing coaching, training, and development of staff.

• Implements monitoring and scoring of agents to achieve luxury quality standards. Gives regular feedback to reservations agents on their sales performance and ways to improve conversion of calls to bookings.

• Manage Group Reservations Coordinators and their processes, to ensure adherence to the Sales Contract terms, ensure the highest level of meeting planner and guest satisfaction whilst maximizing room inventory.

• Complete employee scheduling and payroll and ability to react to changes in phone volume while performing within the departmental budget.

• Maintain employee discipline, conduct employee reviews, and conduct monthly departmental meetings and various briefings on policy changes, new promotions, and new procedures.

• Responsible for loading and maintaining rates, packages, and tracking codes in the Property Management system.

• Responsible for regular monitoring of room categories in the PMS system (IDS), to ensure revenue maximization and potential yield management opportunities.

• Effectively control high occupancy and oversold dates to ensure minimal guest “walks” and to maintain hotel profitability.

• Maintain awareness of budgetary goals, occupancy and revenue forecasts and react in an immediate manner to changes in market conditions and/or any condition that would otherwise alter the current selling strategies, relative to transient business.

• Must be a good communicator and able to motivate staff in a close quarters work environment. Ability to create good working relations between reservations sales staff and all hotel departments.

• Requires self-initiative, analytical skills, proficiency in technical areas and customer relations.

• Knowledgeable and proficient in sales and sales techniques

• Requires good tie management, organizational skills, and the ability to work well under pressure and manage multiple priorities