Reservations Manager - Kona Village

Rosewood Hotel Group

About The Position

The Reservations Manager handles customer inquiries professionally and effectively and converts sales opportunities arising from interactions with guests and customers to contribute to hotel profitability. The role manages the Reservations Department to meet and exceed budgeted targets, maximizes room revenue and RevPAR, and ensures smooth, efficient reservation operations and excellent guest service. The manager works with Sales and Marketing on sales strategy, develops accounts and team capabilities, monitors revenue and market trends, and applies pricing, inventory, and market-mix controls. The position also oversees group reservations and blocks, rate and inventory standards, rate parity, booking guarantees and applicable cancellation or no-show charges, and compliance with Rosewood revenue-management and reservations standards. It participates in the property's weekly revenue meeting and performs other duties assigned by a superior. Kona Village, A Rosewood Resort is located on the Kona Coast of Hawaii's Big Island. The resort spans 81 acres and features 150 standalone guest hales, dining venues, event spaces, and outdoor activities. The posting is open to the possibility of remote applicants.

Requirements

Organizational, hands-on, and time-management skills.
Ability to analyze financial statements.
Negotiation skills.
Computer literacy, including Word, Excel, and PowerPoint.
Knowledge of Opera and Cendyn.
Analytical skills to generate and interpret reports.
Excellent written and verbal communication skills.
Results-oriented approach.
Proactive personality and initiative.
Self-confidence, energy, and enthusiasm.

Responsibilities

Work with Sales and Marketing Teams to develop a strategic sales plan.
Manage the Reservations Department to meet and exceed budgeted targets.
Monitor revenue variance, identify areas of concern, and develop approaches to maximize revenue.
Develop accounts proactively and coach the Sales Team in account development.
Seek opportunities to increase revenue.
Analyze trends and data to understand the competitive marketplace and develop a strategic response.
Develop the Reservations Team to ensure consistent delivery of excellent guest and customer service.
Maintain knowledge of the competitive set and receive market information.
Drive market share and revenue performance through pricing, inventory controls, and mix management.
Ensure smooth and efficient departmental operations and effective reservations service to maximize room revenue and meet revenue targets.
Maximize RevPAR through management of room inventories and market mixes.
Convert upselling opportunities at the point of reservation.
Seek internal and external sales and revenue opportunities to increase the hotel's profile.
Consult with Sales Managers on rate and inventory suitability for potential group business and oversee group blocks, cutoff dates, rooming lists, and group-block activity.
Implement and ensure compliance with Rosewood Revenue Management standards.
Maintain a complete understanding of the reservation system and reports used for competitive analysis.
Ensure compliance with standards for rate plans, rate categories, market-segment setup, and inventory classification.
Ensure Best Rate Guarantee compliance and maintain rate-parity agreements with third parties.
Attend the property's weekly revenue meeting.
Ensure bookings are guaranteed, apply no-show and late-cancellation charges where appropriate, and follow reservations policies and procedures to support guest satisfaction.
Train reservations team members in phone-answering skills and ensure compliance with Rosewood Hotels Group standards.
Perform other duties assigned by a superior.