Reservations Manager

Performance Hospitality • Fort Lauderdale, FL

5d • $1 - $1

About The Position

The Reservations Manager leads the reservations function to maximize conversion, ADR, and guest satisfaction. You’ll own day-to-day reservations operations, coach the team, ensure data integrity across PMS/CRS/OTAs, and partner with Revenue and Sales on inventory, pricing, and forecast accuracy.

Requirements

• 3–5+ years reservations/contact center or front office experience, including 1–2+ years in a lead/supervisory role.
• Proficient with PMS/CRS (e.g., Opera/Cloud PMS, SynXis, iHotelier/TravelClick) and OTA extranets; GDS familiarity a plus.
• Strong analytical skills; advanced Excel/Google Sheets (lookups, pivots) and comfort with dashboards/QA tools.
• Excellent written/verbal communication and coaching skills; professional phone/email etiquette.
• Organized, detail-driven, and calm under pressure; proven problem solver.
• Flexible schedule based on business need; bilingual a plus.

Responsibilities

• Team Leadership Hire, train, schedule, and coach reservationists; run call coaching/QA and performance reviews. Set service levels for response time, abandonment, conversion, and upsell; lead daily huddles and 1:1s.
• Operations & Service Oversee call, email, chat, and web-booking workflows; handle VIP/escalated bookings and complex itineraries. Ensure accurate entry of rates, packages, market/source codes, billing/routing, tax-exempt, and special requests.
• Inventory, Pricing & Distribution Coordinate with Revenue on length-of-stay controls, overbooking, restrictions, and need-period tactics. Maintain parity and content accuracy across CRS/OTAs/GDS; action extranets and resolve mapping/availability issues.
• Forecasting & Reporting Produce daily/weekly pace, pickup, wash, and denial reports; deliver demand insights and action plans. Track KPIs (conversion, ADR, RevPAR contribution, abandonment, upsell attach rate, error/adjustment rates).
• Groups & Blocks Build and manage blocks, load rates, monitor cutoff dates; process rooming lists, billing, and changes; partner with Sales/Events for flawless handoffs.
• Data Integrity & Compliance Maintain clean guest profiles; prevent duplicates and enforce naming standards. Uphold PCI, privacy, fraud prevention, and ID verification policies; support chargeback responses with documentation.
• Process Improvement & Tools Optimize scripts, job aids, and SOPs; champion system enhancements (PMS/CRS/Channel Manager/Call Tracking). Collaborate with Marketing on website/booking engine content and conversion testing.

Benefits

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed