Reservations Manager

Emory Conference Center Hotel (Crestline Hotels and Resorts)•Atlanta, KS

4d•$60,000 - $65,000

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 group accommodation needs and coordinate reservation-related decisions. The manager trains and supervises department staff, oversees reservation processing and accuracy, and collaborates with the Director of Revenue Management on availability, overbooking limits, and restricted dates. The position also supports the Front Desk as needed and is responsible for following department, hotel, and Crestline policies and procedures.

Requirements

At least 1 year of related experience, or an equivalent combination of education and experience providing 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 how the systems interface.
Knowledge of reservation systems including Passkey, Salesforce, and iHotelier.
Ability to follow directions and work well with others.
Ability to process advance deposits and post them correctly to specific guest accounts.
Ability to listen well and communicate effectively, orally and in writing.
Thorough knowledge of Front Office procedures.

Nice To Haves

Prior hotel reservations experience is preferred.

Responsibilities

Create and change reservations received by telephone, fax, mail, or change forms while providing excellent customer service.
Serve guests in a warm, hospitable, and welcoming manner.
Check the group rooms forecast against the group control log for accuracy.
Evaluate, research, and process Guaranteed No Shows for all 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, reinstating reservations, GNS billing, and other group-related decisions.
Work with the Director of Revenue Management to monitor group and transient availability and decide overbooking limits and restricted hot dates.
Understand the full reservation cycle, from the initial phone call through guest checkout.
Follow advance deposit procedures, including posting and proper use of cross-reference logs.
Run arrival reports daily and check for multiple reservations, duplicates, and errors.
Process credit card refunds as backup to the Director of Revenue Management.
Delegate the call-around report to 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 on targeted dates.
Assist the Front Desk when needed.
Use Excel and learn the Maestro system.
Apply knowledge of online travel agencies and billing guidelines.
Follow all department, hotel, and Crestline policies and procedures.
Interact with hotel departments requiring reservation assistance and work closely with Front Desk and Sales.
Process advance deposits and post them correctly to guest accounts.
Maintain effective working relationships and communicate effectively, orally and in writing.