Manager Reservations Job Description Sample
A Reservations Manager is responsible for managing the reservations process and operation in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing?
As a Reservations Manager, you would be responsible for managing the reservations process and operation in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events
Serve as liaison with Reservations teams company-wide
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward. Recruit, interview, schedule, and train team members.
Manage the on property VIP clients with reservations
Manage, coach, train the reservations coordinator and others as necessary.
Work on Group Rooming Lists
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- We're passionate about delivering exceptional guest experiences.
- We do the right thing, all the time.
- We're leaders in our industry and in our communities.
- We're team players in everything we do.
- We're the owners of our actions and decisions.
- We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
This position is responsible for the leadership and management of all aspects of revenue generation within the Reservations department to include training, coaching, mentoring, cultivating and motivating a team of professionals to effectively maximize profit for the hotel.
Ability to enforce and model all hotel standards, policies, and procedures with associates
Ability to prioritize and organize work assignments; delegate responsibilities effectively
Ability to lead and direct performance of departmental associates and follow through with corrections where needed
Ability to analyze and resolve problems while exercising good judgment and maintaining the best interest of the hotel
Ability to maintain and protect the confidentiality of all guest and hotel information
Ability to effectively sell the property
Ability to read and interpret relevant reports and other sources of data
Ability to effectively measure department performance and devise action steps to achieve financial or other objectives
Ability to effectively motivate department associates and reach/exceed departmental goals
Ability to effectively interact and respond to all levels of associates within the hotel in a calm objective manner
Ability to perform all required job duties within the department and scope of the position
Impeccable English verbal and written communication skills
3 years previous associate management experience
Computer proficiency and navigation with Microsoft Office, Outlook, Word, Excel and department specific programs
Possess the ability to work independently, as a contributing team member, and problem solve
Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar
Strong listening skills
Knowledge of mathematics
Ability to work in a changing environment
Flexible schedule including weekends, evening/early morning hours and holidays
Central Reservations Supervisor - Central Reservations - Palms - FT
Perform responsibilities in accordance with all Company standards, policies, and procedures. Responsibilities include serving as the leader for Central Reservations Agents, and overseeing the daily operation of the agents and the department, as directed by Reservations Director.
Ensure that each agent is responding to all incoming phone calls in a professional, helpful and courteous manner in accordance with Station Casinos' culture. Effectively maximize hotel revenue by maintaining rates and availability on the various availability screens and Web sites for the individual properties. Act as a liaison between the Reservation Department and the multi property Front desk, Accounting, Sales, and Casino Departments.
Constantly communicate with agents in regards to productivity and attitude. Responsible for correcting any deficiencies in productivity, attitudes or department standards. Track and report all productivity figures.
Responsible for creating, maintaining, and distributing various reports as requested by management. Remain service sensitive and aware of phone volume at all times, assisting on telephones when necessary.
Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form. Ability to operate office machines such as, but not limited to, computer, fax, telephone equipment, copier and calculator.
Excellent oral communication skills, strong interpersonal skills and professional behavior handle to effectively all issues, including those of a sensitive in nature. Ability to Read and evaluate basic reports, correspondence and use basic mathematical skills. Minimum (one) 1 year work experience in a supervisory customer service position, preferably within the hospitality industry and reservations.
Assistant Reservations Manager
Four Seasons Hotel Boston is looking for an Assistant Reservations Manager who shares our passion for excellence and is enthusiastic about creating the ultimate service experience. Our Assistant Reservations Manager will be a member of a dynamic team who provides unparalleled experiences to our guests.
Four Seasons Hotel Boston is the premier luxury hotel in New England's gateway city. Overlooking the historic Boston Public Garden and steps away from city's premier attractions and world-class shopping, Four Seasons Boston is home to the iconic Bristol Restaurant and Bar, one of Boston's favorite dining destinations. Four Seasons Hotel Boston is distinguished as the only hotel in all of New England to have consecutively won both the AAA Five Diamond and Forbes Travel Guide Five Star Awards for nearly two decades.
Four Seasons prides itself on the commitment to the Golden Rule philosophy, and strives to provide the best possible experience for both our guests and employees. Because of our employee-centric approach, Four Seasons has been listed in the FORTUNE Magazine 100 Best Companies to Work For rankings every year since 1998.
Key Elements of the Job
As well as Reservations duties, be the first responder and support to agents
Coach, guide, and counsel team
Model behavior of professional conduct with staff and guests
Take on departmental projects
Participate in testing and performance reviews
Preferred Qualifications and Skills
1-2 years CORE / Reservations experience with increasing leadership responsibilities
Must be computer literate, knowledge of Word and Excel
Must be able to work all shifts including weekends
Must have excellent verbal and written skills
Strong phone skills needed
What to Expect from Your Work Experience...You will
Be part of a cohesive team with a singular focus on creating the best possible guest experience
Have the ability to demonstrate your unique personality and service style while achieving the brand standards that make us Four Seasons
Be encouraged to demonstrate your professional passion
Have career growth opportunities both within Four Seasons Hotel Boston and worldwide with our company
Be rewarded with market-leading pay and a comprehensive benefit plan
Get to experience other Four Seasons Hotels and Resorts through the complimentary room nights program
Receive a complimentary meal when at work in our employee restaurant, the Sound Café
Learn more about our property and what it is like to work at Four Seasons by visiting:
We look forward to receiving your application!
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Group Reservations Agent - Hotel Operations (Oc) (Park Mgm)
Las Vegas, Nevada
Become one of the stars behind the show and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
It is the primary responsibility of the Group Reservations Agent to book and confirm Sales and Wholesale Rooming Lists, and provide all other supporting services. All duties are to be performed in accordance with department and property policies, practices, and procedures.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times
Be familiar with and accurately answer questions regarding all aspects of the property, including, but not limited to: all hotel services/features and local attractions/activities
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
Provide excellent customer service consistent with the company's core service standards and brand attributes
Promoting, booking and confirming room reservations for the property
Promoting, booking and confirming small group business for the property
Cultivate return business by expressing our philosophy of hospitality
Answer multi-phone lines, assist callers with questions or direct calls to the appropriate areas
Partner with Contact Center for all details involving room reservations
Quote rates and give accurate descriptions of rooms and suites
Input group rooming lists for Sales and Wholesale Companies
Book Executive reservations as requested
Review and complete Credit Card Authorization forms for the Property
Review group resumes and convey all pertinent information in the system to appropriate personnel
Change, cancel, and reconfirm existing reservations as necessary
Seize every opportunity to refer to sister properties if sold out
Up-sell premium view rooms and suites whenever possible
Send guest correspondence as needed
Access all functions of the computer system
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller
Perform all duties as deemed necessary for the success of the department
Must be at least 18 years of age
At least 6 months guest service experience
At least 6 months experience handling multi-phone lines
Working knowledge of Microsoft Office, the Internet, and various office equipment
Strong verbal and written communication skills
Excellent organizational skills with the ability to work on multiple projects
Be able to work varied shifts, including weekends and holidays
Professional appearance and demeanor
Previous experience working in a similar resort setting.
One or more years of guest service experience
GroupMax/Passkey Knowledge and/or similar systems
Front Desk or Room Reservations experience
Extensive data entry experience
Supervisor - Reservations Sales
- Reservations Sales
Req #: CHI00000281-DH
Location: Chicago, ILUS
- Management & Administrative
We have a wide variety of career opportunities around the world — come find yours.
Customer Contact Center
The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations.
Job overview and responsibilities
Lead and manage the performance of front line employees handling reservations, Mileage Plus inquiries, baggage services, or Customer Relations to achieve key call center performance objectives.
Lead and manage front-line agents to achieve performance objectives through call monitoring, coaching, training, recognition, and appropriate performance improvement measures including disciplinary actions
Develop and implement plan and strategies that support the corporate and divisional goals
Administer company and division policies, and performs administrative/operational duties as required by job functions
High School Diploma, GED or education equivalent
Experience in leading a team
Excellent written, verbal and interpersonal skills
Demonstrated organizational and decision making skills
1-3 years of Call Center experience
Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including nights, weekends and holidays
- Brick and Mortar Chicago Contact Center
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualifications
Reliable, punctual attendance is an essential function of the position
Bachelor's Degree or equivalent work experience
PC literate; experience with MS Word and Excel
Union relations experience
1 year Contact Center leadership experience
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT
Hotel Group Reservations Coordinator, The Doubletree Hotel By Hilton - Year Round - Park City R
Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.
The Group Reservations Coordinator is responsible for managing group room inventory and upgrading opportunities for groups in the Property Management System in order to maximize revenue, profits, and guest experience. This person will serve as a liaison between Front Desk and Revenue Management during high demand periods to insure group revenues are maximized and are in line with the contracts. They will also ensure all groups are set up within various systems to maximize customer satisfaction and ease of purchase within our contractual and property guidelines. Join our team and enjoy the perks of being an employee of Vail Resorts and Hilton Hotels, which includes a Free Epic Ski Pass for yourself and your dependents, Hilton Hotels discounts throughout the world, free leadership classes, career development opportunities within both companies, retail discounts, and more!
Responsibilities Include, but are not limited to:
Ensure reservations and held inventory are in line with company standards and contractual commitments.
Provide Front Desk team with recommendations for day-of group upgrade strategies.
Provide sales and conference services support with rooming list management and group set-up.
Manage soft blocking of group reservations prior to day of arrival per Property Guidelines.
Track and communicate all group reservations held outside of company guidelines.
Serve as group inventory expert to revenue management, group sales, and operations functions.
Work with Reservations, Sales, Front Desk, and Revenue Management to ensure reservations are managed to maximize availability while meeting or exceeding guest expectations.
Implement upgrade strategy to maximize group revenue with available inventory.
Audit rooming lists put in by reservations team for accuracy.
Develop best practices within Vail Resorts focused on Group Reservation management, group contract management, group billing management, etc.
Develop weekly training series for reservations, front desk, and conference services on the best practices developed through discussions and on-the-job experiences.
College degree - preferred
Prior hotel, Property Management, Front Desk, and/or Reservations experience - preferred
The ability to read, write, and understand English - required
Very strong deductive reasoning skills - required
Strong understanding of sales processes - preferred
Knowledge of distribution systems - preferred
Attention to detail while working in a multi-tasking environment - required
Knowledge of accounting - preferred
Ability to follow through to a conclusion - required
Strong communication and people skills - required
Experience with OnQ - preferred
Becoming part of the Park City team means you're joining one of the best ski brands in the world. The legendary Park City mountain and town are crafted from local charm and hospitality. And living and working in Park City brings its own benefits. From the hip and friendly ski-into-town cultural scene to the unrivaled Wasatch powder of America's largest mountain resort, Park City has a pulse that's as charming as it is rewarding. Join our team and come experience all that Park City has to offer. www.vailresortscareers.com
Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.
Requisition ID 161790
Reservations Shift Manager
Supervises front office reservations, gift shop and customer service.
Verifies ticket sales receipts, balances accounts and prepares sales reports.
Answering multi-line phones, taking reservations, selling souvenirs and boarding cruises.
Excellent customer service.
Examples of Duties
EXAMPLES OF THE WORK (These statements are intended to be illustrations of the work of this
UNDER GENERAL SUPERVISION:
Accesses the reservations system, provides information to callers concerning cruise bookings, costs, dates of availability and excellent customer service.
Compiles sales data, prepares reports on activity and operations.
Processes reservations, credit card charges and enters information into the reservations system.
Assists in monitoring inventory levels, orders, receives, stores supplies, materials and equipment for the gift shop and riverboats.
Respond to website inquires for reservations.
Obtains cash from safe, assigns cash register money to work stations.
Help to prepare wristbands & tickets prior to cruise boarding.
Performs related work and other duties as assigned.
Must be a minimum of 18 years of age.
Must have excellent customer relation skills.
Cash handling experience
Group Reservations Coordinator
EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. Our hotels are stunning microcosms of the world's top cities, featuring the finest in dining, entertainment, nightlife, and service to create an enchanting experience that makes your spirit soar!
But to create this magical experience, we need you.
EDITION is hiring warm, out-going, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
We invite you to join us today.
Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations. Input and access data in reservation system.
Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Franchised Work From Home Or In Office - Customer Service - Inbound Reservations
Thank you for your interest in this position. It is a job opportunity with one of Marriott International's franchisees.
Please apply online at: https://recruiting.adp.com/srccar/public/RTI.home?c=1144011&d=External&r=5000430605406#/
Additional Information: This hotel is owned and operated by an independent franchisee, Marriott Ownership Resorts Inc.. The franchisee controls all aspects of the hotel's employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.
Job Summary- CustomerContact Center
Process all reservation requests, changes, and cancellationsreceived. Identify customer reservation needs, check availability ofreservations, and find alternative dates or accommodations if needed. Verifyall reservation information with callers to ensure accuracy and explainguarantee and cancellation policies. Answer customer questions about propertyfacilities, services, and surrounding areas. Provide assistance to customerswith additional travel plans and vacation options. Resolve complaints andreservation errors.
Marriott Vacation Club Owner Services Salt Lake City CallCenter, located at 310 Bearcat Drive, currently has openings for Vacation OwnershipAdvisors.
- The Call Center is currently open Monday --Saturday (closed Sunday!)
- Work From Home or In-Office (FT or PT)
Friday 6:50 a.m.
- Saturday- 6:50 a.m.
- 3:20 p.m.
Receive inbound calls
$13.00 per hour starting pay
$13.50 after 90 days
Uncapped incentive pay opportunities
Work from home positions available uponsuccessful completion of 6 months in position. Must live within one hour ofCenter for work from home opportunity.
Initial training is Monday
Friday, 9:30 a.m.
- The training class begins Monday, December 3,2018.
Speak with others using clear and professionallanguage
Input and access data in computerized systems
Enter correct information into proper fields
Perform quality checks
Develop and maintain positive workingrelationships with others
Maintain confidentiality of proprietaryinformation
Follow all company policies and procedures
This company is an equal opportunity employer.
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