Reservations Manager

Omni Hotels & Resorts•Atlanta, GA

21h•Onsite

About The Position

Oversee the reservations aspects of the hotel while ensuring that all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. This role will report to the Director of Rooms and perform other duties related to reservations and revenue management as required.

Requirements

Knowledge of four-diamond / four-star customer service standards
Must have the ability to satisfactorily communicate in written and spoken English with clients and colleagues to their understanding.
Must have proficiency in Microsoft Excel and be able to work efficiently in various electronic database programs.
Minimum of 3 years of reservations or group housing experience in a large hotel (600 keys+) is required.
Minimum of 1 year of hotel management experience leading people is required.
High school diploma required

Nice To Haves

Previous experience in a Luxury Hotel Customer Service / Reservations
Experience in Delphi FDC, PMS, ORS, PMS, Extranets, ART and SQL Server Reporting is preferred.
Luxury is preferred.
Luxury experience is preferred.
college degree preferred

Responsibilities

Manage group reservation processes including creating and maintaining room blocks, ensuring accurate guest information and billing, and handling rooming lists and reservation changes in collaboration with the Convention Service Manager and group clients.
Oversee group reservation accuracy, monitor group block creation, and verify details before, during, and after the event dates.
Manage duplicate reservations and resolve any group reservation errors.
Run daily reports for group arrivals and no-shows, monitor room type availability, and handle non-guaranteed reservations.
Regularly check reservations for potential overselling and handle related adjustments.
Attend weekly group pick-up meetings and monthly credit meetings to ensure accurate billing and revenue posting.
Serve as the point of contact for reservation management, responding to queries regarding rates, changes, and billing issues.
Attend and participate in necessary meetings, including pre-convention meetings and operational department meetings, to represent the reservations department.
Produce and distribute regular reports like the Group Commission Report after group departures and the Group Pickup Report.
Complete requests for group histories.
Complete tasks like competition rate analysis, monitor and manage bookings through internet and FIT, and handle guest communications on platforms like booking.com and Expedia.
Ensure accurate input and management of reservations in systems like OPERA and PMS, and ensure timely responses to all communications.
Manage financial transactions including charging for no-shows, cancellations, deposits, and processing group commissions.
Attend to guest billing inquiries and assist Accounting with Travel Agent commission inquiries.
Provides day-to-day leadership and supervision of the Reservations and Group Housing team, ensuring associates understand expectations, priorities, and service standards.
Manages direct reports including scheduling, payroll review, performance coaching, and professional development for a team of up to nine associates.
Serves as the first point of escalation for team members when operational challenges arise, providing guidance and resolution while maintaining service standards and departmental efficiency.
Ensures departmental procedures, brand standards, and operational processes are consistently followed, reinforcing accountability and accuracy across the team.
Facilitates team communication through regular meetings, stand-ups, and updates to ensure alignment with hotel priorities, brand initiatives, and operational changes.
Partners with Human Resources and hotel leadership to address performance concerns, recognition opportunities, and employee relations matters when necessary.
Supports onboarding and training of new associates and reinforces ongoing development to ensure strong technical knowledge of reservations systems, group housing procedures, and inventory management practices.
Acts as the departmental leader in the absence of the Director of Revenue Management or other departmental leadership, ensuring continuity of operations and decision-making.
Assist with VIP, internal, fax, and email reservations.
Maintain a thorough knowledge of hotel services, events, and manage special accounts like ESP.