Room Reservations - Assistant Reservations Manager

POSITION SUMMARY As an integral part of a team, the Reservations Assistant Manager is responsible for continuously improving each guest experience by providing exceptional service throughout the reservations process. The Reservations Assistant Manager will be accessible to the Reservations employees on a day-to-day basis. They must possess exceptional communication and leadership skills to maintain employee morale, effectively coach team members, and address guest or travel advisor opportunities.   Common sense and good judgment are essential to this position. One must know when, where and how to handle and address matters necessary for the operations and integrity of the hotel whether directly or indirectly outlined in the position description.   ESSENTIAL FUNCTIONS Maintain high employee morale & team spirit within the department. Assist the Reservations Manager with scheduling, billing, inventory management, commission and reconciliations. Effectively communicate with guests regarding all aspects of Halekulani and Halepuna, and regarding systems related to Halekulani room inventory and room revenue. Describe room accommodations, room layouts and locations, rates, packages, all hotel amenities, facilities, services, and events. Create reservations and maintain knowledge of group itineraries and events, as well as Property outlets and amenities. Monitor group block dates – tentative, review dates, cutoff dates, etc. to maximize availability. Explain guarantee and cancellation/deposit policies to guests and travel partners. Ensure the accuracy of confirmation letters, credit card authorization forms and processing of deposits and wire transfers. Understand and communicate hotel availability throughout the year, managing wholesale inventory and cutoff dates, recognizing and addressing opportunities when appropriate to maximize room nights, revenue, and guest experience. Monitor and guide reservations staff through their daily activities. Maintain timely and thorough communication with other departments to fulfill guest requests, special circumstances, and follow through all requests to a resolution. Perform all other duties as may be required or assigned by the Reservations Manager. Display a high level of integrity and professionalism at all times in dealings with guests, patrons, vendors and employees. Maintain confidentiality of guest information and hotel data. Maintain a clean and neat appearance in grooming and in the work area. Respond properly to any hotel emergency or situation. Promote positive working relationships with all departments; recognize and take necessary action regarding safety concerns.     SUPERVISORY REQUIREMENTS Reports To:         Reservations Manager   Supervises:        Reservations Department   EDUCATION/EXPERIENCE Minimum two (2) years supervisory experience in Front Office and/or Reservations in a hotel environment. High school diploma or equivalent vocational training certificate, business degree and/or college degree preferred. Prefer fluency in a foreign language, preferably Japanese. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.   LICENSES/CERTIFICATIONS None   KNOWLEDGE, SKILLS, & ABILITIES Ability to anticipate guest needs; respond promptly and acknowledge all guests. Ensure familiarity with all hotel services and features. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest relations at all times. Must exhibit a poised and professional image and good voice image.   PHYSICAL DEMANDS The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Ability to transport up to 40 pounds. Ability to endure various physical movements throughout the work areas. Maintain a stationary position for up to 8 hours throughout work shift.   WORK ENVIRONMENT Indoor, air-conditioned office Indoor/Outdoor, non-air conditioned Exposure to variable temperature conditions. Exposure to variable noise levels. Exposure to fumes; dusts; chemicals; and odor hazards

Salary : $65,000 - $67,000