Reservations Manager - Miami Beach, FL

Place of Work: Onsite or Remote · Responsible To: Director of Revenue; Hotel Manager · Overall Scope and Responsibility: · Supervise, train, schedule, and evaluate Reservation staff ensuring that all procedures are performed to the hotel's standards. Assist where necessary to ens ...

Job description

Place of Work: Onsite or Remote

Responsible To: Director of Revenue; Hotel Manager

Overall Scope and Responsibility:

Supervise, train, schedule, and evaluate Reservation staff ensuring that all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors, and other departments. Oversee that group business is processed and reflected properly in the system. Oversee that wholesale business is processed and reflected properly. Will support and ensure the performance of staff in accordance with Think Hotel Groups Standards of Service.

Essential Job Function:

1. Employs yield management principles and techniques to develop and implement effective inventory procedures to maximize occupancy and profitability of hotels.

2. Maintain complete knowledge of and comply with all Front Office and Reservations departments policies/service procedures/standards.

3. Maintain complete knowledge of correct maintenance and use of computers, telephonesother equipment.

4. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and at any time.

5. Maintain positive guest relations at all times.

6. Resolve guest complaints, ensuring guest satisfaction.

7. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

8. Maintain complete knowledge of:

9. All hotel facilities/services, hours of operation.

10. All guest room layouts, bed types, décor and locations.
11. Room availability for any given day and at any given time.
12. Restricted dates, rates and room types.
13. All room rates, packages and promotions.
14. Specific arrangements between hotel and travel agencies, and outside channels.
15. Entertainment/special events scheduled in the hotel.

16. Access all functions of the computer system.

17. Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.

18. 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.

19. Coach and counsel staff, formally documenting when necessary

20. Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).

21. Update departmental information board and periodic updating of reservations and front office manuals, SOPs and reference tools.

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. Assist with guest check ins/outs during high volume periods.

26. Access and ensure that Reservation Agents properly access all functions of Reservations system.

27. Monitor and ensure that Reservations, and Front Office staff perform their job functions to the hotel's standards.

28. Monitor and ensure that all reservations (including manual) are input into the system.

29. Monitor reservations requested by fax, e-mail and mail.

30. Ensure guest history accounts are kept current.

31. Ensure processing of advance deposits, refunds of such and confirmation of both are communicated to customers.

32. Monitor group reservation activity daily and communicate status with Sales Department. Follow up on tentative sales bookings with respective Sales Manager to update status.

33. Ensure group files are accurate and kept current, pointing out any errors or issues if found.

34. Ensure that group requirements are entered from the sales booking recap sheet within 24 hours of receipt, accurately, including client name, program dates, room type(s), room rates, method of booking, and appropriate billing.

35. Process revisions received from Sales after checking availability; resolve any discrepancies.

36. Act as secondary contact between hotel and client regarding group block maintenance.

37. Weekly/monthly follow-up with Sales manager/client regarding block status

38. Works closely with Sales manager/client to ensure timely submission of rooming lists
39. Make necessary changes (as instructed by Sales Manager or client) to the room block, such as reservation name changes, arrival/departure changes, change in room assignment, and changes to billing.
40. Provide Sales Manager/client with updated reservations count/lists upon request

41. Respond to SalesRevenue Managers/client requests within 24 hours of receipt

42. Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation, or as instructed by Director of Revenue.

43. Ensure that rooming lists are input into the system within 24 hours of receipt.

44. Pre-block group rooms where special requests are made.

45. Maintain wholesaler allotments related to yield decisions.

46. Create and maintain Special Events contracts with Sales Manager.

47. Coordinate and process guest e-mail collection, respond to any web site guest correspondence.

48. Create and maintain confirmation correspondence templates.

49. Assist Reservations staff whenever necessary in performing all job functions.

50. Conduct a two-week formal training program on the required job functions with criteria expected and department orientation with new hires, including a review of shop expectations.

51. Staff development including hiring, staff motivation, coaching/counseling, and documentation including probationary and annual reviews.

52. 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.

53. Communicate designated VIP reservations to the Hotel Manager and Director of Front Office and department managers, including:

54. Daily response to VIP requests within 24 hours of receipt

55. Daily input of VIP room requests within 24 hours of receipt

56. Responsible for VIP reservation accuracy including dates, rates, room type, billing and special requests

57. Work closely with the DOR and Hotel Manager in determining the percentage for overbooking.

58. Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department.

59. Compile reports on no-show for future business forecasting as necessary.

60. Compile daily denials report denoting denials by LOS, Rate, Availability, Inquiry, Hang-ups and review with Hotel Manager and Revenue Director.

61. Compile and report conversions weekly from Calling Center.

62. 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 SOP's.

63. Communicate room availability (particularly status changes on any date) to Reservations staff, Guest Service Agents, Hotel Manager and DOR.

64. Review any reservations erroneously taken during restricted dates with individual responsible.

65. Monitor wait list and determine priority of guests to be contacted for room availability.

66. Review Travel Agency Commission Report weekly for accuracy; resolve any discrepancies.

67. Ensure usage of Nuvola by all reservations staff and follow proper procedures

68. Maintain supply levels and legibly document needs on a requisition.

69. Organize and set up office files on designated reference or resource information; keep filing up-to-date.

70. Under direction of Revenue Director, prepare and distribute weekly/monthly/annual forecasts.

71. Prepare and submit daily/weekly payroll records.

72. Attend designated meetings, including weekly Revenue and Sales meetings and Resume meetings along with weekly Manager's meeting.

73. Professionally represent the hotels in client and industry functions as directed by Hotel Manager.

74. Review status of assignments and any follow-up action with Hotel Manager.

SECONDARY JOB FUNCTIONS

• Assist in marketing projects as assigned.
• Contact area hotels and comp set hotels for availability and rates.
• Fill in tasks of the Director of Revenue when they are not present and/or away

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.