Reservations Manager

YOUR FUTURE CAREER

As a Reservations Manager with Northern Michigan Escapes, you play a pivotal role in assisting investment property owners and homeowners in preserving and enhancing the value of their investments. Your responsibilities encompass maximizing revenue through strategic yield management, effective use of our Property Management System (PMS) - Escapia, and leveraging various marketing tools and social media platforms. The ideal candidate will have a strong background in revenue management, reservations, and customer service, with a passion for delivering exceptional guest experiences. We seek a mature, hardworking, and seasoned professional who prioritizes customer service and thrives in a fast-paced environment. If you're energetic and enjoy contributing to a reliable and cohesive team, this job is a perfect fit for you.

Key Responsibilities:

Revenue Management:

• Develop and implement strategies to maximize revenue, including dynamic pricing and yield management.
• Analyze market trends and competitor rates to adjust pricing and stay competitive.
• Monitor reservation patterns and adjust strategies to optimize occupancy and revenue.

Reservations Management:

• Oversee all aspects of the reservation process, ensuring efficient and accurate accommodation booking.
• Manage the Property Management System (PMS) - Escapia, ensuring data integrity and effective utilization.
• Train and support staff on the use of the PMS and reservation procedures.

Customer Service:

• Provide exceptional customer service to guests and owners, promptly addressing inquiries, concerns, and special requests.
• Maintain a high level of guest satisfaction by ensuring all reservations are handled accurately and professionally.

Marketing and Promotion:

• Utilize email marketing tools and social media platforms (TikTok, Facebook, Instagram, Pinterest) to promote special offers and drive reservations.
• Collaborate with the marketing team to develop and execute campaigns aimed at increasing bookings.
• Track the performance of marketing initiatives and adjust strategies as needed.

Team Leadership:

• Lead and manage the reservations team, providing training, support, and performance evaluations.
• Foster a collaborative and positive work environment, encouraging team members to achieve their best.
• Set clear goals and expectations, and monitor team performance to ensure high standards of service.

POSITION REQUIREMENTS:

Education:

• A bachelors degree in hospitality management, business administration, marketing, or a related field is preferred.

Preferred Experience:

• Minimum of 3-5 years of experience in reservations management, revenue management, or a similar role in the hospitality industry.
• A minimum of 4-5 years in a leadership role.
• Familiarity with iPhone and MacBook devices is highly valued.
• Familiarity with Google Drive and Google Sheets.

PHYSICAL REQUIREMENTS:

• Must be in good physical condition with overall strength and flexibility to perform various tasks, including walking, bending, standing, sitting, lifting up to 50 pounds independently or with assistance, reaching, hearing, and seeing.
• Functional hand and finger dexterity is required.
• Candidates must be free of physical limitations; reasonable accommodations may be provided in accordance with applicable laws.

ESSENTIAL FUNCTIONS:

• Proven experience in reservations management, preferably in the hospitality industry.
• Strong understanding of yield management and revenue optimization strategies.
• Proficiency in using Property Management Systems (PMS), with specific experience in Escapia being highly desirable.
• Familiarity with email marketing tools and social media platforms (TikTok, Facebook, Instagram, Pinterest).
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to analyze data and make informed decisions.
• Leadership experience with the ability to motivate and manage a team.
• A customer-focused attitude with a commitment to delivering high-quality service.

SCHEDULE:

This is a full-time position requiring a commitment of 40-45 hours per week, including weekdays and weekends, with variations based on occupancy and season. Additionally, candidates should be available for on-call days as required. This position is based at our Boyne City, MI., location and requires in-person attendance. Remote work arrangements are not available for this role.

BENEFITS:

• Health Care Coverage
• Paid Time Off
• Simple IRA with Employer Matching Contributions
• Please note that this job description may not encompass all duties or responsibilities required of the role. Responsibilities may evolve over time with or without notice.