Reservations Manager

The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton•Honolulu, HI

7d•$60,000 - $65,000•Onsite

About The Position

The Reservations Operations Manager is responsible for overseeing all reservation administration functions to ensure accuracy, efficiency, and exceptional guest service throughout the pre-arrival experience. This position manages group reservation setup, reservation inquiries, guest messaging platforms, deposit collection, payment processing, travel agent commission auditing, and reservation data integrity. The Reservations Operations Manager serves as a liaison between the third party call center, Sales, Revenue Management, Front Office, and Accounting to ensure accurate reservation management, seamless guest communication, timely revenue collection, and effective support of hotel occupancy goals.

Requirements

Associate’s or Bachelor’s Degree preferred.
Minimum 2-3 years of hotel reservations, front office, revenue, sales administration or related hospitality experience
Experience with hotel PMS systems, preferably OPERA Cloud
Proficient in Microsoft Office Suite, including Excel, Word and Outlook
Strong organizational, administrative, and analytical skills

Responsibilities

Create, modify, and maintain group room blocks, rooming lists, and individual group reservations
Manage the reservations email inbox and respond to guest reservation inquiries in a timely manner
Review and maintain reservation accuracy, ensuring rates, packages, and guest information are entered correctly
Conduct routine reservation audits to ensure reservation integrity and data accuracy
Ensure reservation records comply with hotel policies and procedures
Respond to pre-arrival guest inquiries received through hotel systems, OTA extranets, and messaging platforms
Monitor guest communications for service recovery opportunities and follow-up as necessary
Assist guests with reservation modifications, special requests, and payment inquiries
Process advance deposits according to hotel policies
Charge non-refundable reservations and advance purchase bookings in accordance with rate rules
Process reservation-related refunds when applicable
Ensure billing discrepancies and payment issues are resolved
Audit travel agent commissions for accuracy and completeness
Research and resolve commission discrepancies
Ensure timely submission and processing of commission payments
Maintain records and documentation supporting commission audits
Coordinate closely with Sales on rooming lists, pickup reports, and reservation-related group requirements.
Assist with maintaining reservation accuracy and inventory controls
Maintain proficiency in all reservations systems and related software platforms
Utilize OPERA, OTA extranets, commission platforms, and other reservation systems effectively
Generate and distribute reservation and operational reports as required
Work collaboratively with Front Office, Sales, Revenue Management, Accounting, and Guest Services
Comply with hotel policies on billing, routing, master accounts, A/R accounts, and PM accounts
Follow and enforce all hotel credit policies
Be knowledgeable of property information (outlets, hours of operation, etc.) and assist in updating booking channels as necessary
Know the hotel’s rate quoting standards
Support hotel goals related to guest satisfaction, occupancy, and revenue production while understanding and following the revenue strategy restrictions
Support hotel goals related to guest satisfaction, occupancy, and revenue production
Maintain a warm and friendly demeanor at all times
Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous, and service-oriented manner
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
Must be able to multitask and prioritize departmental functions to meet deadlines
Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
Attend all required meetings and trainings
Maintain regular attendance in compliance with Highgate Hotel standards, as required by scheduling, which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, including attire that meets dress code requirements with a nametag
Comply with Highgate Hotel standards and regulations to encourage safe and efficient hotel operations
Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions
Must be effective in handling problems, including anticipating, preventing, identifying, and solving programs as necessary
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
Must be able to cross-train in related areas
Must be able to maintain confidentiality of information
Must be able to show initiative, including anticipating guest or operational needs
Perform other duties as requested by management