Reservation Manager

Woodstock Inn & Resort • Woodstock Village, VT

4d • $55,000

About The Position

New England culture and elegant accommodations await at the Woodstock Inn & Resort. Set against the iconic and beautiful village of Woodstock, Vermont, the Woodstock Inn is a year-round destination wrapped in luxury and history. From gorgeous, wood-beam bed frames to plush, hand-dyed blankets, each of our 142 rooms and suites embraces Vermont’s signature style.

One of the most beloved resorts in New England, The Woodstock Inn & Resort, is seeking a Reservations Manager to join the team.

Job Summary: 

The Reservations Manager will be responsible for the overall operation of the Reservations Department by delivering exceptional service to guests, driving room revenue through reservation sales and providing supervision and leadership for the Reservations Team.

Requirements

• Experience in hospitality - 5 years minimum
• Experience in reservation sales – 3 years minimum
• Experience in leading teams – 3 years minimum
• Knowledge of Opera, SMS Host, Ivvy and Delphi
• Experience in operational areas of a hotel/resort
• Knowledge of room revenue and sales strategy
• Strong computer skills
• Strong phone etiquette and able to relate to clients, guests and coworkers in a professional manner
• Work cohesively with co-workers as part of a team.

Responsibilities

• Respond to guest, reservations team and colleague inquiries and comments in timely manner.
• Ensure smooth booking, accurate information, excellent customer service and reliable systems covering the process from booking a reservation, checking in/out, billing, program delivery, data management, etc.
• Work with teams to turn repeated customer feedback into actionable results improving the overall guest experience
• Resolve guest opportunities, ensuring guest satisfaction.
• Become knowledgeable and maintain a current working knowledge of Opera Cloud, SynXis, Revinate and any other systems used in daily/weekly operations.
• Maintain expert knowledge of all services provided by the resort and how to suggest, promote and arrange utilization of those services to maximize resort revenue and guest satisfaction.
• Maintain knowledge of local Woodstock and regional activities and services.
• Evaluate the staffing requirements and prepare weekly work schedules, adhering to budget goals.
• Assists Group Reservations and Inventory Hotel Specialist with maintaining a balanced inventory and maximizing length of stays for available guest rooms.
• Ensure that sufficient staffing is present to meet the daily business demands, fill in for Reservation Agents when necessary.
• Document employee attendance and coaching according to policies and procedures
• Communicate appropriate resort updates and news to Reservation Agents.
• Monitor and coach job skill performance of department employees.
• Prepare and submit weekly payroll records
• Assist with preparing and conducting appraisals for annual performance reviews of department staff.
• Conduct interviews for potential new hires.
• Be a backup for the Group Reservations Coordinator in entering rooming lists, managing group blocks, and communication with meeting/wedding planners.
• Research and resolve reservation errors and inconsistencies, working with other departments including but not limited to Guest Services and Sales
• Manage 3rd Party reservations using Expedia Partner Central and Booking.com
• Field internal and reciprocal hotel room requests and make internal room reservations
• Respond to internal employee and business-related stay requests in adherence to the stated policies.
• Communicates departmental and property emergency procedures, execute as needed and ensures direct reports are property trained.
• Participate in resort manager and departmental meetings, events, etc.
• 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. Oversight and operational management of group rooming list process, leisure travel program implementation, leisure reservations and overall inventory management
• Work directly with Revenue Manager to implement strategy changes
• Train reservations team to effectively handle guest inquiries, changes, opportunities and feedback to maximize revenue and the guest experience
• Analyze data from reservations and other sources to identify areas of opportunity for improvement, trends and revenue growth
• Act in a professional manner at all times.
• Ensure all staff is informed of all events potentially impacting daily operations.
• Assist reservations team in updating guest, company and travel agency profiles in the PMS system
• Ensure travel advisor commissions are set up correctly in reservations and checked before payment is sent
• Maintain expenses within budget guidelines.
• Produce monthly sales-related reports and forecasts.

Benefits

• We offer great resort privileges, discounts, and free employee meal to all employees.
• This is a full-time, year-round position offering a competitive benefits package, after an initial waiting period that includes Medical, Dental, and Vision Coverage, Employer Paid: Life Insurance, Short-Term Disability and Long-Term Disability Paid Time Off, 401k Retirement Plan with Employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed