Reservations Manager

AccorHotel • San Diego, CA

10d • $70,000 - $75,000 • Onsite

About The Position

We invite you to join the world of luxury hospitality at Fairmont Grand Del Mar, as our new Reservations Manager. This role is responsible for the entire pre-arrival Guest Journey and establishing and maintaining effective communication processes with all hotel departments. The Reservations Manager will oversee the day-to-day operations of the department, ensuring adequate coverage for all aspects of the reservations function and maintaining departmental standards to achieve and maintain a 5-star/5-diamond Reservations Department. This position supervises, schedules, trains, coaches, and counsels colleagues of the department, and acts as the main liaison between the Global Reservations Center and the Fairmont Grand Del Mar. The role also involves assisting with incoming reservation calls as needed, helping with VIP/High level reservations, ensuring proper implementation and maintenance of LQA and FORBES standards, and reviewing arrival reports to ensure special requirements are met or exceeded. The Reservations Manager will update and maintain department standards and procedures, effectively maximize inventory levels during high occupancy/sold out nights, process weekly Travel Agency commissions, and reconcile and process monthly Booking.com commissions. Additionally, the role involves monitoring hotel detailed availability, balancing inventory proactively to eliminate and minimize oversell in room categories, preparing monthly reservations agent productivity reports, seeking feedback on guest satisfaction, and resolving problems. The Reservations Manager will monitor and provide feedback on weekly/monthly labor expenses, assist the Director of Revenue Management with maintaining rate codes in the Property Management system (Opera), and ensure all reservations are entered into Opera to established standards. Maintaining and updating InTouch templates, working closely with the Group Housing Manager, attending Group pre-cons in their absence, and managing performance including one-on-one coaching, counseling sessions, and performance reviews are also key responsibilities. The Reservations Manager will also assist with responsibilities during the absence of the Director of Revenue Management and perform other duties as assigned.

Requirements

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Minimum of 3 years previous proven department head experience in Front Office/Reservations Operations of a luxury resort
• Must have the ability to handle a multitude of tasks and guest requests
• Knowledge of Opera Property Management System an asset
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Applicants must be legally eligible to work the United States.

Nice To Haves

• Hospitality industry experience preferred

Responsibilities

• Responsible for entire pre-arrival Guest Journey
• Establish and maintain effective communication processes with all hotel departments
• Responsible for day-to-day operations of the department and ensures adequate coverage for all aspects of the reservations function
• Maintain and develop departmental standards to achieve and maintain a 5-star/5-diamond Reservations Department
• Supervises, schedules, trains, coaches and counsels’ colleagues of department
• Acts as main liaison between the Global Reservations Center and the Fairmont Grand Del Mar
• Assist with taking incoming reservation calls as deemed necessary by call volume
• Helps Executive Offices, Guest Experience team and Sales Office with VIP/High level reservations
• Ensures proper implantation of, and maintains LQA and FORBES standards
• Reviews arrival reports and VIPS's to ensure all special requirements are met or exceeded
• Updates and maintains all department standards and procedures and modifies them according to business needs and trends
• Effectively maximizes inventory levels during high occupancy/sold out nights
• Process weekly Travel Agency commissions and be the primary contact for any outstanding commissions
• Reconcile and process monthly Booking.com commissions
• Monitor hotel detailed availability, balancing inventory proactively to eliminate and minimize oversell in room categories
• Prepares monthly reservations agent productivity report including call conversion, revenue booking performance , outbound call revenue report by each individual
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment
• Monitors and provides feedback on weekly/monthly labor expenses
• Assist Director of Revenue Management with maintaining all rate codes in the Property Management system (Opera) to ensure rate accuracy and availability for bookings
• Ensures all reservations, including internal requests, GDS, Wholesalers, OTAs are entered into Opera in a manner that meets established standards
• Maintains and updates the various InTouch templates to ensure accuracy of information provided to our incoming guests
• Work closely with Group Housing Manager as it relates to Group reservations (when needed)
• Attend Group pre-cons in the absence of the Group Housing Manager
• Responsible for performance management including one on one coach, counsel sessions and maintaining performance logs
• Conduct yearly performance reviews and complete in timely manner
• Assist with responsibilities during the absence of Director of Revenue Management
• Other duties as assigned by the Director of Revenue Management

Benefits

• Complimentary upgrades
• Extended stays
• Discounted stays across Fairmont & Raffles properties
• Special dining and wellness discounts
• Complimentary Meals
• Complimentary on-site parking
• Employee travel program with discounts on room rates at Fairmont & Accor properties world-wide.
• Employee program with discounts on restaurants, bars and spa services at Fairmont & Accor properties world-wide.
• Opportunity to develop your talent and grow within Fairmont Grand Del Mar and over 5,700 properties with Accor.
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Employees are recognized for outstanding performance through appreciation programs, awards, and exclusive travel and lifestyle perks.
• Create memorable experiences for guests while making a positive impact through exceptional hospitality and service.
• Medical, dental, and vision insurance (effective the first of the month following 30 days of employment)
• Eligible single Full-Time employees can enroll in a $0 premium health plan
• Life and disability insurance
• Paid Holidays
• Vacation and sick leave
• 401(k) retirement plan with matching program
• Employee Assistance Program (EAP)

What This Job Offers

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