Reservations Manager

Crestline Hotels & Resorts•Atlanta, GA

About The Position

The Reservations Manager ensures the team handles guest room reservation requests, changes, cancellations, and inquiries promptly, courteously, and efficiently. The role works closely with Sales, Front Desk, and Conference Planning to support groups’ accommodation needs and provide excellent service to internal and external customers. The manager trains and supervises department staff, coordinates group reservation processes, and works with the Director of Revenue Management to monitor availability and manage overbooking limits and restricted dates. The position requires familiarity with the full reservation cycle, Front Office procedures, group billing, package setup, advance deposits, OTA billing guidelines, and reservation systems. The manager is also responsible for accurate reservation and arrival records, group rooming lists and changes, guaranteed no-show research and processing, travel-agent commission requests, competitive-set rate checks, and assisting the Front Desk when needed. The role requires learning the Maestro system and abiding by department, hotel, and Crestline policies and procedures.

Requirements

One year of related experience, or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
Working knowledge of Front Office procedures.
Excellent computer skills, including experience with Delphi, Microsoft Windows, word processing, and spreadsheet programs.
Complete knowledge and operation of HIS and Delphi, including the interface between the two.
Knowledge of reservation systems including Passkey, Salesforce, and iHotelier.
Ability to process advance deposits and post them correctly to specific guest accounts.
Ability to interact with hotel departments that need reservation assistance and work closely with Front Desk and Sales.
Ability to follow directions, get along well with others, establish effective working relationships, listen well, and communicate effectively both orally and in writing.
Knowledge of OTA and billing guidelines.
Ability to learn the Maestro system.

Nice To Haves

Prior hotel reservations experience.

Responsibilities

Create or modify reservations received by telephone, fax, mail, or change forms, providing excellent customer service.
Welcome and serve guests in a warm, hospitable, and courteous manner.
Check the group rooms forecast against the group control log for accuracy.
Evaluate, research, and process guaranteed no-shows for groups daily.
Date and delegate rooming lists and change forms, and process rooming lists.
Train and supervise staff on department procedures and the computer system.
Apply knowledge of group billing and package setup, including split billing and CMP rate setup.
Coordinate with Reservations, Sales, and Conference Planning on group rebooking, reinstatement, guaranteed-no-show billing, and related decisions.
Work with the Director of Revenue Management to monitor group and transient reservation availability and determine overbooking limits and restricted hot dates.
Understand and oversee the reservation cycle from the initial telephone call through guest checkout.
Manage advance-deposit procedures, including posting deposits and correctly using cross-reference logs.
Run daily arrival reports and check for multiple reservations, duplicates, and errors.
Process credit-card refunds as backup to the Director of Revenue Management.
Delegate the competitive-set call-around report, check competitors’ rates and availability, and inform competitors of availability when they are sold out.
Ensure travel-agent commission checks, cancellations, and commission requests for individual reservations are properly qualified.
Use appropriate selling techniques to upsell special target dates.
Assist the Front Desk when needed.
Learn and use the Maestro system.
Know and follow department, hotel, and Crestline policies and procedures.
Process advance deposits and post them correctly to guest accounts.
Assist other hotel departments with reservation needs and work closely with Front Desk and Sales.
Establish and maintain effective working relationships, follow directions, listen well, and communicate effectively orally and in writing.