Reservations Manager

Spruce Point Inn•Boothbay Harbor, ME

6d•Onsite

About The Position

The Reservations Manager helps maximize revenue and create value by providing excellent customer service. This includes effective reservation sales, revenue management (IDEAS RMS system), group account management, handling all guest accounts efficiently and accurately, travel agent commissions and reconciliation process (ONYX), and assisting in all phases of guest experience, such as check-in, check-out, and problem resolution. Additionally, they play an active role in all property marketing decisions, assist in implementing marketing initiatives, and are responsible for tracking ROI of tactical marketing plans. Candidates local to the area are preferred.

Requirements

Prior hotel reservation/call center & customer service experience required (two years)
Leadership
problem-solving
basic computer skills
ability to share knowledge and teach others to perform tasks
high level customer service
effective communication with guests and team members
able to follow instructions
learn quickly
pay attention to detail
maintain composure when working under pressure
Aptitude with numbers: forecasting, and auditing procedures
Knowledge of Hotel OTA channels, booking codes, booking and pace patterns, local rates, in-house strategy, special packages etc.

Nice To Haves

Supervisory experience preferred.
Prior revenue management and CMS, GDS and PMS experience preferred.
Associate’s degree desirable or equivalent combination of education and work experience.

Responsibilities

Handle incoming reservation inquiries via phone, email, and online booking platforms, and provide information about room availability, rates, packages, and promotions.
Process reservation requests accurately and efficiently, entering guest information, booking details, and special requests into the reservation system or property management system (PMS).
Coordinate with other departments, such as front office, housekeeping, and revenue management, to ensure that reservations are accurately recorded and communicated, and that guest preferences and requests are met.
Communicate with guests before, during, and after their stay to confirm reservations, provide pre-arrival information, and address any special requests or requirements.
Respond promptly and professionally to guest inquiries, concerns, and feedback, and assist with resolving issues or concerns related to reservations, billing, or accommodations.
Follow up with guests after their stay to solicit feedback, thank them for their patronage, and encourage repeat business through loyalty programs or special offers.
Upsell room upgrades, additional services, and amenities to guests to maximize revenue and enhance the guest experience.
Monitor room availability and inventory levels, and adjust pricing and booking restrictions as needed to optimize occupancy and revenue performance.
Collaborate with the sales and marketing team to promote special offers, packages, and promotions, and assist with generating leads and converting inquiries into bookings.
Maintain accurate records of reservations, cancellations, and modifications, and update the reservation system and guest profiles accordingly.