Reservations Manager

Job Title
Reservations Manager
Job ID
27737127
Location
Atlanta, GA, 30326 
Other Location
Description
Job Summary
The Reservation Manager primarily supervises the reservation functions for the hotel, ensuring all reservations are processed in a pleasant, professional and efficient manner. Manages and coordinates activities of reservation team members providing reservations and customer services skills.
Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the Director of Revenue or front office manager with budgeting, forecasting, and hiring, retaining, and developing reservations and customer service employees.

Essential Functions
  • Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
  • Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
  • Responds to all guest reservation requests and executes prompt, courteous and accurate guest service always.
  • Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
  • Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
  • Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
  • Assists and prepare in groups pre-arrival process and prepare group rooming lists.
  • Maintains a clean and organized work area. 
  • Attends all scheduled meetings as required with HOD's or Sales team.
  • Create and manage rates and packages configured on the Hotel software.
  • Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc. 
  • If there are failed reservations to update the Hotel software, then process those reservations manually.
  • Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues.
  • Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc.
  • Update No-shows and cancellations on all OTA's without fail to avoid unwanted commissions.
  • Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
  • Adjust rates according to suggestions from Yield or Revenue management systems.
  • Verify all reservations taken on the reservation forms are updated on the PMS without fail.
  • Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
  • Verify if each reservation request is processed as per the hotel standards and without delay.
  • Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
  • Process retentions, no-show and cancellations as per the hotel policy and procedures.
  • Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
  • Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
  • Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
  • Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
  • Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival.
  • All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
  • Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.
  • Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems E.g. Ideas.
  • Ensure acceptable service levels and all statistical reports are sought and maintained.
  • Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
  • Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which are wrongly tagged should be amended.
  • Receive contracts detailing room allotments and create allotments on the hotel management system.
  • Train newly recruited reservation staff in taking reservations, telephone etiquette, reservation module on hotel software and processing emails.
  • Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
  • Ensure deposit payment is taken in advance for all pay at hotel reservations e.g.: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.)
  • Determine work procedures, prepare work schedules, assign duties and expedite workflow for reservation agents.
  • Manage all aspects of the reservation department in the absence of reservation manager.

Other Duties
  • All Associates are required to fully comply with hotel and departmental rules, regulations, and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
  • Comply with hotel grooming standards for both uniformed and non-uniformed associates.
  • Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude. After 2 AM handle all In Room Dinning order
  • Perform all other duties as directed by management that are consistent with the policies and

Working Conditions & Physical Requirements
Physical Effort: Ability to sit for extended periods of time, ability to visually review documents and computer screen throughout day.
Physical Environment: Ability to walk or stand for extended periods of time during shift. 
Manual Skills Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule: Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.
Safety: Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise.  Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.
 

Qualifications
Education: High school diploma or equivalent vocational training certificate required.  Some college or college degree preferred.  Degree in hospitality management preferred.
Experience: Prior hotel experience preferred. Prior experience within a four-star hotel brand preferred. One to Two years’ experience in Front Desk Operations
Computer Skill & Other Technical Skills: Ability to utilize computer software and hardware required.    Ability to easily maneuver on computer keyboard required.
Ability to learn, utilize and communicate effectively via company issued communication devices
Communication: Ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.
Licenses or Certifications: n/a
Other: Must be customer-service oriented and have excellent hospitality skills.
Must be able to calculate basic mathematical functions.
 

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