Job Description
On-site
SUMMARY
The Reservations Manager is responsible for managing the assignment of rooms and oversees the resort's rental program. The Reservations Manager also supports the operation by serving as the liaison between Sales/Events, Reservations, Housekeeping and the Front Office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Completing a daily checklist, which includes the running of reports and preparing for same day and future arrivals.
- Revinate Leads- Hot / Cold
- Running the cancellation report matching to Revinate Reservations
- Responding to email requests coming in from internal customers
- Manually Confirm reservations that come in through the website.
- Clearing up Group Blocks - Scrubbing Group Cancellations
- Expedia reservation management
- 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.
- Setting traces for operational departments to ensure all guest requests are handled including Restaurant Reservations, Golf Tee Times and Spa Requests. Make reservations for each department at time of booking if possible.
- Blocking reservations in rooms based on direction from group resumes, guest preferences or dynamic package upgrades.
- Manage Group Rooming Lists
- Review group sales contracts to determine if a booking link is required, work with Revenue Manager to create. Add billing and routing information to profiles and review for accuracy prior to group arrival. Review group resumes to verify group billing procedures and requests.
- Review group folios for accuracy, and make corrections as necessary. Run pick-up reports and evaluate attrition to share with group sales.
- Review tape chart for no-shows and charge appropriately.
- Review availability and fix oversells.
- Communication with Members on the Owners weeks and completing the assignment of the rental program.
- Lead Alliance
- Rent Release
- Registry
- Operates all aspects of Springer Miller, Navis Narrowcast technologies, Jonas, OpenTables, Alice., EZlinks.
- Review incoming AirBnB and VRBO reservations and correct any discrepancies.
- Assign all VIP rooms based on Owner/Management direction.
- Review after hour phone logs and review status, and manage reservation voicemail inbox.
- Answering external guest calls and assisting with room moves.
- Working alongside other departments to ensure a high level of guest satisfaction.
- Preparing inserts for all arriving package guests.
- Balancing of the house.
- Room Assignments 14 days Out
- Assists with adding or removing rooms from OOS & OOO statuses.
- Uphold reservation standards.
- Review/analyze call volume (ACD) reports including conversion and abandonment rates and take action as appropriate.
QUALIFICATIONS:
- Must have at least 2 years experience with Front Office operations (FD/Reservations) in a Supervisory role.
- Strong understanding of policy, planning and strategy.
- Experience in Property Management Systems preferred.
- Knowledge of Springer Miller Software
SKILLS:
Essential:
- Ability to clearly and pleasantly communicate in English, both orally and in writing, using correct spelling and grammar, with guests, co-workers and management to their understanding, both in person and by telephone.
- Ability to provide legible written communication, compute basic mathematical calculations, and utilize computer data.
- Ability to understand member concerns and problems and find solutions, using good judgment and maintain discretion and diplomacy while performing job duties thus promoting positive relations with guests, members and staff, while remaining calm, courteous and helpful.
- Ability to think clearly and quickly, effectively prioritize, organize and follow up within the appropriate time frame.
- Ability to maintain confidentiality of all member information.
- Ability to work cohesively with other departments.
- Ability to interact positively with members in person and on the phone in challenging conversations.
- Ability to work a flexible schedule and attend events as requested.
Job Tags
Flexible hours,