Reservations Manager

Omni Hotels & Resorts•Hot Springs, VA

1d•Onsite

About The Position

The Omni Homestead Resort & Spa has been delighting vacationers - including 24 U.S. Presidents - for over 250 years. A recently completed $170 million dollar renovation restored the historic character to this Allegheny Mountain resort in Virginia. We are a four-season resort that boasts superb restaurant dining experiences, championship golf, spa, winter sports and numerous other activities ideal for families and corporate outings. The Omni Homestead Resort & Spa’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Homestead Resort & Spa may be your perfect match. Overview: Manage and oversee the handling of all Groups and Luxury Leisure guests. Assist the Director of Revenue Management (DORM) in the effective leadership and direction of the property revenue management practices, as well as, to directly oversee the reservations aspects of the department, including all operational relationships and communications within the hotel. This position will assist in the planning, development, and implementation of all strategies in all revenue segments (Group, Transient and Ancillary). No-show, late cancellation and other attrition revenue sources will also be included in the evaluation of overall performance. Success is determined through improvement in our revenue performance as compared to that of our defined competitors, increases in reservations service scores, and overall RevPAR growth. Absolute efficiency should be achieved and maintained consistently. This position is intended to be a developmental position for those interested in the Director of Revenue Management career path, focused on advancing analytical and technical abilities.

Requirements

Demonstrate the ability to foster a positive work environment through teaching, training, and coaching hourly associates, ensuring accountability among team members.
2-5 years of customer-facing experience in the hotel/hospitality industry is required.
Must have proficiency in Microsoft Excel and be able to work efficiently in various electronic database programs.
Understand the theory and practice of managing and balancing house inventory and Group Block management.
Proficient in the understanding and utilization of the STAR report as a revenue management tool.
Ability to analyze and interpret complex spreadsheets.
Detail-oriented and resourceful with the ability to perform critical analysis and investigate systems issues.
Proficiency in delivering concise and well-organized presentations.
A proactive self-starter with excellent organization skills, manages time well, correctly prioritizes and is flexible.
Ability to work well under pressure and meet deadlines.
Capability to effectively manage and collaborate with external departments and colleagues.
Strong interpersonal skills and possession of a full understanding of professional business ethics, decorum and social skills.
High school diploma required.
Appropriate professional appearance and demeanor.
Demonstrates self-confidence, energy, enthusiasm and is proactive in daily business routines.

Nice To Haves

Experience in Reservations or Front Office is preferred.
A minimum of 2 years of supervisory experience is preferred.
Experience in OPMS, ORS, Amadeus/ Delphi/ FDC Salesforce, OTA Extranets, ideas G3, and SQL Server reporting is preferred.
college degree preferred.

Responsibilities

Report to the Director of Revenue Management.
Work with the Convention Service Manager and Group Clients with group rooming lists, reservation changes, and group billing – according to contract and email history.
Manage weekly group pick-up meetings & forecast group pickup.
Meet with meeting planners as necessary.
All convention resumes are audited prior to group's arrival. Check for group reservation errors – and contact the meeting planner accordingly to obtain and verify information.
Review group blocks for cutoff date extensions and ensuring the group blocks are created and monitored correctly prior, during, and post the groups dates.
Check for duplicate reservations – by calling all multiple same name reservations to ensure accuracy of guest names, and any special requests.
Complete Group Commission Report, after group’s departure.
Monitor room type availability daily.
Monitor non-guaranteed reservations daily and contact caller of reservation if needed. You will be responsible for canceling the reservation when required.
Create and maintain group & transient room blocks. Ensure all reservations have correct billing, and all other necessary information.
Complete competition rate analysis as needed.
Take in-house reservations calls from customers and OmniRez agents requesting on property assistance or all other calls pertaining to room reservations.
Monitor Group & Transient bookings, availability, and billing.
Assist in completing all VIP and internal reservations, communicating any issues to Director of Revenue Management or OmniRez HelpDesk Supervisor.
Assist in completing all email reservations.
Research outstanding Travel Agent Commissions for groups.
Research and charge for all no-shows, cancelations, and deposits.
Assist the DORM in monitoring and analyzing demand patterns.
Assist DORM in setting strategy to fill hotel occupancy utilizing demand and pattern management.
Monitoring and analyzing the effectiveness of restrictions and other selling strategies.
Assist the DORM in monitoring and analyzing daily future turndowns and lost business to maximize revenue and occupancy.
Support the DORM in producing a 3-month rolling forecast.
Produce and distribute a 21-day operations forecast.
Conduct/Chair the RevMerch meeting in the absence of the DORM.