Reservations Manager

AccorHotel•Kohala Coast, HI

3h•Onsite

About The Position

The Reservation Manager will oversee all day-to-day operations and objectives with the Reservations department. Reporting the Director of Revenue Management, this role will lead the team in luxury standards while achieving financial goals.

Requirements

Must be able to speak, read, and write English.
Intermediate mathematical skills proficiency, including the ability to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Advanced computer skills proficiency with computer applications, including: Microsoft Office Suite
Hotel labor and payroll software
Hotel POS and PMS systems
Ability to learn and utilize various software applications for sales processing and reporting functions.
Intermediate problem-solving skills with the ability to: Apply common-sense understanding to written, verbal, and diagram-based instructions. Solve routine and straightforward problems.
Demonstrates the brand promise in all interactions, actively supports brand initiatives, and embodies responsible hospitality.
Delivers personalized, exceptional guest experiences while maintaining the highest standards of quality, attention to detail, and luxury service.
Fosters an inclusive and respectful workplace through empathy, open communication, collaboration, and a commitment to continuous improvement.
Builds and supports high-performing teams through coaching, resource planning, performance management, recognition, empowerment, and clear leadership during change.
Strong organizational and customer service skills.
Detail-oriented with the ability to manage multiple priorities.
Positive, collaborative professional who thrives in a fast-paced environment.
Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Nice To Haves

University/College degree preferred.
Some prior experience required.

Responsibilities

Directly manage the day-to-day operations to productivity and objectives are met
Ensure scheduling and payroll reporting meets the needs of the Reservations Department and adhere to budget guidelines.
Monitor call volume and workload to rebalance staffing strategy and operational task lists seasonally
Lead Guest Recovery and response to guest requests or complaints by resolving the issue
Lead mandatory monthly department communication meetings sharing Hotel/Brand updates
Lead Training, recruitment, and performance evaluations for the Reservations department
Lead Employee Engagement through Annual Action planning
Maintain daily reports and incentive pay.
Monitors daily task lists for Reservations Supervisor and Reservations Agents.
Manage group or interpersonal conflict within department effectively.
Attend regularly scheduled RevMax / RevPro meetings
Responsible for policing and enforcing Stop-sell dates for Wholesale partners.
Maximize revenues by ensuring all Reservation Agents are knowledgeable in room product and hotel services
Ensuring all guest and colleague requests are handled in an efficient and professional manner according to brand standards
Conduct LQA Audits to drive results
Involvement in the Hotel’s preventative maintenance programs managing room inventory
Other duties including seasonal projects, VIP guest management and financial quarterly objectives

Benefits

Premium preferred provider medical/drug/vision benefits at competitive prices.
Employer paid coverage for group life and accidental insurance coverage (1x annual salary) + Coverage is available for your ‘ohana!
401(k)/retirement saving plan & matching program.
15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately
Incentive Bonuses are available
50% discounts at hotel restaurants
50% discount on retail items at our Fairmont Store
30% discount of services offered in our Spa Without Walls.
Travel Program with unlimited employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)
Complimentary food & beverage on property