Reservations Manager

Salamander Employer DC, LLC•Washington, DC

2h•Onsite

About The Position

Responsible for leading the reservations process, to effectively maximize top line revenue for the hotel. Manages the reservations sales team to achieve revenue and service goals.

Requirements

2-3 years of reservations experience required, including supervisory or management experience, preferably in luxury or upper upscale segments.
Advanced proficiency of Microsoft Office, CRS, PMS, S&C systems. OPERA Cloud, Passkey, and Revinate knowledge a plus.
Strong training & coaching skills.
Must have exceptional interpersonal, clear verbal and written communication skills. Second language is a plus.
Must be able to work in a Reservations office environment and work continuously with the Front Desk and all operational departments.
Candidate must have attention to detail, be able to multi-task, must possess the ability to work in a fast-paced environment, experience handling customer service issues and be a team player.
Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.
Read and interpret documents in English such as periodicals, journals and manuals.
Able to write for various channels, routine reports, correspondence, business letters, summaries using prescribed format and conforming to all rules of punctuation, grammar, diction and style.
Ability to speak effectively before groups such as business partners, clients or employees.
Apply common sense understanding to business and social situations and in carrying out instructions furnished in written, oral or diagram form.
Able to apply mathematical skills to interpret financial information and to prepare reports.
Read and interpret business records and statistical reports.
Make business decisions based on reports and facts, as well as on experience and personal insight
Must have sufficient computer skills that allows the individual to be able to use, in a proficient manner, all Salamander Hotels & Resorts issued software programs including but not limited to:
PMS
CRS
Microsoft Office Suite
CRM database management programs
Internet browser programs
Electronic mail programs

Nice To Haves

Four-year degree preferred.
OPERA Cloud, Passkey, and Revinate knowledge a plus.
Second language is a plus.

Responsibilities

Lead the reservations sales agents to achieve revenue and service goals according to Forbes standards and company guidelines.
Motivate and direct the team to properly enter leads and records calls in accordance with Revinate reservations sales best practice. Listen to and review calls with reservations sales agents for coaching and scoring of calls. Develop the sales skills of the team.
Understand Revinate reporting and be able to analyze weekly and monthly KPI scores.
Communicate accurate and thorough information on the hotel’s accommodations, packages, promotions, services, and amenities to guests and staff. Manage the reservations email inbox and ensure inquiries and requests are answered to service standards.
Handle travel agent commission processing and inquiries, including reconciliation of third party booking sites and voice agent commissions.
Draft Standard Operating Procedures (SOP’s) pertinent to reservations and ensure they are followed.
Support the group housing process as needed, working with the sales team, service departments, and clients.
Assist Director of Revenue Management in reporting on all pertinent pace, reservations booking data, channel and rate production, trends, and competitive activity.
Assist to manage room inventory, pricing, and distribution channels. Support the revenue and yield process in achieving revenue goals.
This job description is not an exclusive or exhaustive list of all job functions; a service professional may perform o//ther duties assigned.