Director of Reservations

Overview

Oversee day-to-day sales process, operations and administration of the Reservations Sales Office, including Group Reservation Coordinators. This includes monitoring standard of performance for all RSA functions, on-going training and coaching, assisting in the administration of electronic marketing and overseeing the pre-arrivals coordination process, while maintaining full knowledge of resort accommodations and amenities. Act as a liaison between all operational departments, guests, and owners to ensure clear and effective communication between parties, enhance the resort’s reputation, maximize revenue, and achieve the highest level of guest service.

Responsibilities

• Complete new hire training, ongoing training and monitoring of all staff, with the assistance of Aspire and Navis in order to ensure standards and revenue goals are being met.
• Manage daily Reservations Sales Agent development by monitoring and evaluating calls. Follow up with reinforcement of sales techniques through coaching and counseling.
• Manage Group Room Blocks by ensuring Group Rooms Coordinators are overseeing cutoff dates, attrition, and corresponding with client, Sales Manager, and Conference Services Manager in a timely manner.
• Develop the department’s training plan and participate in Aspire sales training program.
• Implement and monitor weekly/monthly activities to motivate and support team to achieve higher conversion rates, revenues, and call quality.
• Maintain statistical tracking as it relates to department productivity.
• Monitor call activity and service levels, overflow calls, and total lost calls/abandonment and adjust schedule as needed to insure proper handling.
• Oversee scheduling to ensure incoming call volume is handled in an appropriate manner.
• Participate in the interview process for all RSA and GRC’s prior to hiring.
• Develop both short and long terms goals relating to interpersonal development and departmental improvement in all members of the department.
• Monitor Navis Narrowcast to ensure all agents are in compliance and maximizing revenue opportunities with outbound calls.
• Attend meetings as a representative of the Reservations Department.
• Develop or maintain Standard Operating Procedures.
• Analyze inventory and rate strategy to assist Revenue Team in selling strategy.
• Provide timely guest feedback to revenue leaders and operations.
• Plan and facilitate team meetings and daily debriefings.
• Receive and handle guest complaints and ensure corrective action is taken.
• Monitor responses to all guest inquiries by phone, email and fax.
• Interface with Accounting as needed on billing and commission issues.
• Interface with other departments such as Front Desk, Concierge, and Housekeeping to ensure guest needs are being met.
  
  

Additional Duties & Responsibilities

• Answer incoming calls in less than three rings in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve an 85% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible. This includes offering and booking ancillary revenue.
• Use the Navis Narrowcast lead management processes to follow up on leads and pursue outbound revenue
• Respond to Push to Chat and email inquiries
• Process internal reservations requests, call backs, e-mails and faxes.
• Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third party sites into property management system in a timely manner to resort established standards.
• Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk.
• Ensure proper booking information is recorded for each reservation and according to resort standards.
• Conduct pre-arrival calls and assist guests with any pre-arrival requests and anticipate needs for ancillary bookings.
• Conduct outbound calls to past guests to secure future reservations.
• Greet guests upon arrival if requested.
• Collect and process deposits and final payments for confirmed bookings.
• Print reports and traces to audit reservations and ensure a satisfactory guest experience.
• Complete “call arounds” to resort’s competitive hotels on a weekly basis to help insure accurate rate positioning and opportunities within our market.
• Keep current with all communication and departmental changes.
• Input rooming lists accurately per the instructions of the Group Rooms Coordinator, insuring that name spelling, billing, dates, and specific requests are accurate.
• Maintain positive relationship with travel agents and wholesalers, especially those operating locally.
• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Serve as backup to the front desk, guest relations, and call center when needed.
• Assist sales department when necessary and maintain communication regarding groups and special offers.
• Assist with other departmental needs such as room stripping, room deliveries, luggage pulls, lobby assistance, associate events, or off-property events.
• Maintain a neat, clean, and safe work environment.
  
  

Qualifications

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Speak English clearly with poise and confidence using correct English with a well-modulated voice.
• Write professionally with correct grammar and punctuation to correspond with clients and colleagues.
• Be fair to all team members.
• Read, interpret, and create business records and statistical reports.
• Use mathematical skills to interpret financial information.
• Understand the government regulations covering business operation.
• Make business decisions based on production reports and similar facts.
• Plan and organize the work of others.
  
  

Experience, Education, & Licensure

• Minimum three to four years of management experience in a full service hotel; preferably in the areas of Front Office, Sales or Reservations.
• Minimum one year work experience in reservations within the hotel industry or relations profession.
• Required High School Diploma or GED; prefer college degree.
• Strong working knowledge of Microsoft Word, Excel and Outlook
• Minimum one year experience with property management system; Prefer Opera, SynXis
  
  

Compensation

Base Pay Start Rate: $90,000 - $105,000/Yr.

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!

We also offer great perks such as, Team Member Rates at CoralTree properties, Complimentary Room Night Program for both you and your immediate family members, complimentary monthly golf, discounts at our retail, spa, and dining outlets.

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