Group Reservations Manager

Relais & Châteaux•Westerly, RI

2h•Onsite

About The Position

The Group Reservations Manager oversees the process for all group rooms for the Ocean House Collection, ensuring exceptional guest experience in accordance with all Company standards, including Forbes Travel Guide 5-Star performance expectations.

Requirements

Skill in organizing resources and establishing priorities
Ability to handle multiple, simultaneous tasks and projects effectively and efficiently
Ability to supervise and train staff, to include organizing, prioritizing, and scheduling work assignments
Staff development and performance management skills
Knowledge of office management principles and procedures
Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to communicate with all departments and continuously perform essential job functions
Be willing to learn and grown professionally; accepts and supports change to policies and procedures as needed
Ability to perform job functions with attention to detail, speed and accuracy under pressure of tense/confrontational situations.
Uphold the Company standards, policies, and procedures.
Prioritize and organize tasks and work area
Ability to remain calm and resolve problems using good judgement as interpreted by the management
Follow directions
Work cohesively with co-workers as part of a team
Maintain confidentiality of guest/employee information and pertinent hotel data
College degree or equivalent work experience
Minimum 2 to 5 years of supervisor or management experience as Group Reservation or Reservations Manager.
Must have experience managing and developing staff.

Nice To Haves

1-year previous luxury hotel operations experience preferred
Experience in a five-star environment is preferred.

Responsibilities

Managed all reservation aspects for group bookings, including rooming lists, client communication, and coordination with meeting planners and Conference services managers.
Audited group blocks, rates, and concessions against contracts using Maestro and Tripleseat to ensure accuracy and compliance.
Monitored group pickup, inventory, cut-off dates, and room availability to maximize revenue and guest satisfaction.
Processed group reservations, deposits, billing setup, and VIP/complimentary room allocations with a high level of accuracy.
Tracks no-show reservations and processes attrition as needed.
Created and managed booking links across multiple properties, ensuring smooth reservation processes and accurate inventory management.
Collaborated cross-functionally to adjust room blocks, manage rate changes, and support group-related operational needs.
Train Reservations and Front Office on Maestro Group module.
Maintain communications with Catering, Sales, and Finance regarding group blocks.
Responds to incoming reservations sales opportunities for the property that are outside parameters of the Reservation teams knowledge.
Handles guest complaints and disputes following the instant pacification procedures.
Participate in meetings including but not limited to Resume, Pre-Con, Post-Con, Revenue Meeting.
Takes calls as needed including but not limited to leisure reservations, dining reservations, activity reservations.
Manages the creation and setup of packages, promotions, rate codes.
Monthly reporting/analytics, Nextiva, KPI’s, Goggle Commissions.
Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
Represent the Company with a positive attitude and professional presentation.
Follow sustainability guidelines and practices related to the Company’s sustainability programs.
Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.