Reservations Manager

AccorHotel•Philadelphia, PA

20h

About The Position

As our Reservations Manager, you will be responsible to plan, direct and co-ordinate all Reservations activities to ensure smooth running of the department. This role will work closely with the Director of Operations, Front Office Manager, Revenue Manager, and Director of Sales on all aspects of revenue maximization across all distribution channels.

Requirements

Previous minimum of 2 years’ experience in similar role in a 200+ room Hotel with a background in Front Office or Reservations in a dynamic hotel environment.
Demonstrated ability to lead, coach and develop the team.
A willingness to be hands on within the operation and drive a culture of guest obsession and loyalty with the team.
The ability to create meaningful connections, creating a high level of trust with the team.
Excellent time management and organizational skills giving you the ability to handle tight deadlines
You’ll be able to work independently and have the ability to run a busy reservations system
Have a passion to sell every last room in a competitive market
You’ll be confident, solution focused, team player
The flexibility to work a variety shifts including public holidays as required.
Self-motivated and target driven
You are flexible and have a desire to work in a dynamic, fast-paced team
Being curious & open-minded.

Nice To Haves

Previous experience with the following programs highly desirable though not essential: OPERA Cloud, Birchdstreet, ResaWEB, HotelLINK, DataWEB, TrustYOU, HotSOS and ACDC.

Responsibilities

Providing exceptional customer service, listening to guests in order to understand their needs and offering tailored options
Overseeing the day to day Management of the Reservations team and assisting the Reservations team with day to day tasks including overflow of calls and stepping in to assist the team as required
Monitoring third party websites and GDS to maximize REVPAR
Ensure the Property reaches maximum occupancy and returns through efficient room allocations, accurate monitoring and inspection of bookings in the reservations system
Assisting guests with bookings and proactively responding to guest feedback.
Working with and developing business relationships with travel agents, corporate and leisure business
Maintaining regular communication with the Sales team, ensuring that any leads are passed on
Upholding our loyalty program, ensuring that guests are correctly linked to guest history and departments are aware of any special needs
Handling a high volume of reservations with superb 100% accuracy from the team to ensure data integrity
Lead the Reservations team culture to focus on loyalty and driving recruitment of new members
Provides ongoing leadership, support and guidance to the entire Reservations team to ensure the overall success of the department