Room Reservations Manager oversees the room reservation staff to ensure maximum customer satisfaction. Trains reservation agents and front desk operators to make room reservations for customers. Being a Room Reservations Manager forecasts regular room bookings and designs promotional programs to increase the sales of un-booked rooms. Ensures rooms are not overbooked and that guests receive requested rooms. Additionally, Room Reservations Manager handles any room disputes. May require a bachelor's degree. Typically reports to a hotel manager. The Room Reservations Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Room Reservations Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Position: Reservations
Department Supervisor
Department: Reservations
Primary Responsibilities: (guest
interaction, ordering responsibilities, clean up duties, clerical
responsibilities, etc.)
· Act as a resource for reservation agents
needing assistance in booking accommodations and activities.
· Assist reservation agents, front
desk agents and management with any guest challenges.
· Record guest challenges in Knowcross.
· Ensure computer and phone systems
are working properly and put in requests for repairs when not functioning
correctly.
· Ensure messages left by guests are
responded to in a timely manner.
· Monitor upcoming reservations for
accuracy and deposits.
· Use Revinate reports and tools to
monitor agent activity: Sales, Time on Phone, and Lead Management
· Respond to guest emails and
inquiries sent through website and reservation department email in a prompt,
professional and courteous manner.
· Process online reservations with
deposits, blocking accommodation and updating reservation comments.
· Manage all aspects of the
reservation department in absence of reservation manager and Director of
Reservations.
· Have a knowledge of accommodations
and descriptions of those accommodations, on-going offers and special
promotions.
· Book and assist agents in booking
accommodations, golf, activities and dining in Opera, Golf365, Reservation
Assistant, and Concepts programs.
· Book comp rooms for casino
management and Greenbrier Sporting Club.
· Have the ability to apply and advise
guests of Loyalty Points when Membership management team is not available.
· Have a knowledge of all activity
S.O.P.’s and rates and ensure team is updated on information.
· Assist agents during high call volume
and/or when voice mails start accumulating.
· Monitor recorded phone calls and
provide positive feedback, coaching and/or additional training as needed.
Must be able to do so in an unbiased, constructive and professional manner.
Secondary Responsibilities:
· Attend preconference meetings
· Maintain and manage waitlist and tentative
reservations for maximum yield
· Cross train in all aspects of any function in
reservations
· Assist in keeping a safe and clean environment in
our work and eating areas
Normal Working Hours: (Shift, days)
· Evening shift, weekends and
holidays.
· Some overtime may be required.
· Days off may vary or be split
In order to be successful in this position, the
ideal candidate must meet the following criteria
in addition to the Ten Essential Attributes for All
Employees.
Past Work Experience Requirements: (Type
of work, number of years required, equivalent experience, etc.)
· 3 years successful sales or hospitality experience
strongly preferred
· High end, non hospitality sales will be considered
Educational Requirements: (Degree/Certification,
highest required/preferred, field of study)
· High School Diploma or G.E.D.
· Must have desire to continue to learn as systems
change almost daily
Communication Skills Requirements: (Verbal:
phone, in-person, group; Written: memos, documents)
· Must have excellent verbal and written skills
· Patient listener that can take charge of
conversation to meet the guests needs
· Multi tasked individual that can data entry,
listen, communicate verbally with guests at the same time
Technical Requirements:
· Constant typing and data entry