Reservations Manager

Sonesta International Hotels Corporation•New Orleans, LA

2d•Onsite

About The Position

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive —bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting. Job Description Summary The Reservations Manager supervises, and coordinates activities of workers engaged in taking, recording, and canceling reservations in the front office of hotel. As a strategic partner of the leadership team, this role ensures accurate reporting is distributed in a timely manner, data is interpreted for understanding of upcoming business and transient guest needs, and regularly performs comp set audits. The Reservations Manager is a driver of action and communication related to the Travel Pass guest loyalty program Job Description  Monitor future availability and manage availability to maximize yields in partnership with Revenue Management.  Reporting including but not limited to CSR, Daily Strategy, 10-day, Rate Parity, Wholesale, and Comp Set and Rate Shops.  Complete and share monthly, annual, and semi-annual forecasts.  Effectively utilize programs including Synxis, Opera, Maxi, Optix, Light House, Resort Pass, Meta, and other systems as directed.  Maintain controls to ensure proper coordination with sales to achieve maximum rate potential. Monitor and control availability and rate restrictions.  Process credit card authorizations and follow up on declined or missing payments with regular review of duplicate reservations and bad credit cards  Champion for the VIP program and Travel Pass loyalty guests.  Respond to messaging with third party bookings including but not limited to Booking.com and Expedia and audit monthly commission invoices  Manage escalated guest reservations and Sonesta Care cases  Own NOR1 and lead the program for accuracy and success  Monitor sold-out dates and no-show bookings and take necessary actions including deposits over high demand periods  Understand room types and exhibit good business judgment related to room reservation rates, high occupancy dates, and special event policies.  Communicate with leadership in a timely manner any rate parity issues and comp set data.  Maintain and develop incentive program for reservations.  Monitor email correspondence and reservation calls adhering to standards.  Hire, train, supervise and evaluate reservations staff.  Disseminate information on special programs, (rate, incentive, etc.) and coordinate with all departments to ensure understanding and execution.  Ensure that group files are accurately maintained, and instructions are followed through properly.  Ensure that reservations operations follow standards including accuracy for room blocks, groups of less than ten rooms, special room types, non-refundable bookings, and connecting units.  Deliver outstanding guest service that exhibits professional communication and is representative of brand standards.  Support the Front Office Operations, Group Room Coordinator and PBX duties as needed  Conduct package audits in Opera and ensure package set ups are accurate  Implement, communicate, train, and support all aspects of packages and promotions  Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Requirements

Associates degree or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Track record of delivering exceptional guest or client experience.
Appropriate professional appearance and demeanor.
Knowledge of Opera and internet software preferred.
Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Track record of delivering exceptional guest or client experience.
Strong communication skills.
Ability to work flexible hours when needed in accordance with an Exempt Salary status.

Nice To Haves

Bi-Lingual communications skills a plus.

Responsibilities

Monitor future availability and manage availability to maximize yields in partnership with Revenue Management.
Reporting including but not limited to CSR, Daily Strategy, 10-day, Rate Parity, Wholesale, and Comp Set and Rate Shops.
Complete and share monthly, annual, and semi-annual forecasts.
Effectively utilize programs including Synxis, Opera, Maxi, Optix, Light House, Resort Pass, Meta, and other systems as directed.
Maintain controls to ensure proper coordination with sales to achieve maximum rate potential. Monitor and control availability and rate restrictions.
Process credit card authorizations and follow up on declined or missing payments with regular review of duplicate reservations and bad credit cards
Champion for the VIP program and Travel Pass loyalty guests.
Respond to messaging with third party bookings including but not limited to Booking.com and Expedia and audit monthly commission invoices
Manage escalated guest reservations and Sonesta Care cases
Own NOR1 and lead the program for accuracy and success
Monitor sold-out dates and no-show bookings and take necessary actions including deposits over high demand periods
Understand room types and exhibit good business judgment related to room reservation rates, high occupancy dates, and special event policies.
Communicate with leadership in a timely manner any rate parity issues and comp set data.
Maintain and develop incentive program for reservations.
Monitor email correspondence and reservation calls adhering to standards.
Hire, train, supervise and evaluate reservations staff.
Disseminate information on special programs, (rate, incentive, etc.) and coordinate with all departments to ensure understanding and execution.
Ensure that group files are accurately maintained, and instructions are followed through properly.
Ensure that reservations operations follow standards including accuracy for room blocks, groups of less than ten rooms, special room types, non-refundable bookings, and connecting units.
Deliver outstanding guest service that exhibits professional communication and is representative of brand standards.
Support the Front Office Operations, Group Room Coordinator and PBX duties as needed
Conduct package audits in Opera and ensure package set ups are accurate
Implement, communicate, train, and support all aspects of packages and promotions
Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.