Reservations Manager

Live Your Passion.  Add Your Magic.             

Reservations Manager

SUMMARY 

The Reservations Manager is responsible to provide assistance and act on behalf of the Director of Revenue Management and manage day to day operations of the Reservations and Communications teams. Assists the Director of Revenue Management in preparing weekly, monthly and annual reports. Assist Director of Revenue Management with department scheduling, hiring, guidance, support and disciplinary action as appropriate.

ESSENTIAL FUNCTIONS

Major areas of responsibility/ management include, but are not limited to: 

• Ensures incoming reservations are detailed properly, other departments are informed, service standards are exceeded and MHR OCIS profile database is maintained with up to date information using Opera and supporting technology
• Interacts daily with Catering and Sales team to facilitate group and catering reservations, as needed, or in the absence of the Group Coordinator. Interacts with group contacts as necessary, sending them updated rooming lists and pickup reports
• Attends all pre-convention meetings; supervises the preparation and timely distribution of all monthly group reports
• Prepares and distributes weekly, monthly and annual reports, including but not limited to the following: Pickup Reports, ACD Reports, Marketing Statistics, Call Conversion Reports, and Public Relations Tracking Reports, etc.
• Manage department associate engagement, scheduling, payroll, recruitment, counseling, feedback and quarterly department meetings
• Maximizes room revenue by enforcing the selling of correct room rates determined by the Director of Revenue Management, while balancing important individual, travel agent, and corporate relationships

QUALIFICATIONS  

• One-year experience of managing a team of five people or greater
• One-year experience working either at the front desk or in the reservations department for a luxury hotel
• Previous customer service experience, multi-line telephone usage and reservations experience
• Must have excellent verbal and written communications skills, as well as be able to speak, read and write the primary language(s) used in the workplace
• Good cognitive skills; the ability to solve problems and make rational decisions
• Ability to work at a computer for 8 or more hours per day, while answering the phone and typing
• High school or equivalent education
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of nearly all programs will occur
• Previous experience with communications related equipment, including NEC switchboard, Opera and radio equipment

PREFERRED

• Bachelor’s Degree preferred

PHYSICAL REQUIREMENTS 

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Must be able to lift up to 15 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates; use of these senses will occur on a constant basis.  

The pay scale* for this position is $75,000-$80,000. 

*The pay scale is the base salary wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.