Reservations Manager

Highgate Hotels • Dallas, TX

1d

About The Position

The Reservations Manager is responsible for t he everyday running of the Reservations office. They will strive to inspire, lead and train the reservations team of enthusiastic associates . They will emphasize delivering high standards together with efficient , seamless , genuine, and personalized customer service. The Reservations Manager will focus on maximiz ing room revenue and ensure a seamless booking experience for guests while overseeing all aspects of the reservations process.

Requirements

• High school diploma or equivalent.
• Experience in a hotel or related field required.
• Previous management experience required.
• Flexible and long hours sometimes required.

Responsibilities

• Meet or exceed Qualtrics/Forbes goals for Reservations.
• Lead reservations staff, including training, counseling, disciplining, terminating and performance reviews.
• Monitor financial operations and ensure compliance with accounting controls and procedures.
• Recruit and retain a reservations team that is passionate about their craft, respectful of others and genuinely committed to exceeding guest expectations.
• Monitor labor and operational cost, take action to ensure alignment with financial expectations.
• Meet or exceed Qualtrics monthly goals.
• Prepare, review and process monthly commission statements for OTAs and travel agents.
• Assist Director of Revenue in preparation of monthly revenue and occupancy forecasting.
• Lead a variety of projects to enhance, guest and associate experience.
• Oversee and coordinate correspondences with guests pre and post stay.
• Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
• Ensure guest profiles are updated according to standard and duplicate profiles are regularly merged and flagged.
• Monitor all V.I.P.'s, special guests and requests.
• Follow and enforce all hotel credit policies.
• Maximize room revenue and occupancy by reviewing status daily.
• Monitor selling status of house daily, such as: flash report, allowances, etc.
• Review arrivals report and daily flash report to ensure accuracy.
• Provide hands-on operational support in all areas needed.
• Follow up with any guest issues reported on the Guest Opportunity Log and communicate resolutions to the entire leadership team.
• Perform other reasonable job duties as requested by supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED