What are the responsibilities and job description for the Reservations Assistant Manager position at Ocean House Collection?
Ocean House Management
Reservations Assistant Manager
A Collection Unlike Any Other
The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 18 signature suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.
The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 24 unique guest rooms, 3 Fenway, 2 Carriage House and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.
The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.
Scope of Position
The Reservations Manager works as a part of the Destination Services/Reservations team. The primary focus is to navigate incoming call volume while offering 5-star service levels to potential and existing guests. Calls range from new overnight reservations, dining and spa reservations to general inquiries and everything in between. This position is also responsible for learning and navigating company operating systems to document and schedule each guest’s requests and reservations. The Reservations Manager is also responsible for inputting group rooming lists, acting as a liaison between the group sales manager, the client, and the operations teams ensuring that accurate and timely rooming lists are collected and distributed throughout the operational departments.
The Reservations Manager is also responsible for creating and implementing reservation policies, monitoring reservation systems to ensure accuracy, analyzing booking data to identify trends and opportunities for improvement, training and developing reservation agents, and collaborating with other departments to ensure guest satisfaction.
Schedule Requirements
The non-exempt manager will receive a fixed weekly salary for a workweek of up to 40 hours and will be compensated with an additional half-rate overtime premium for any hours worked beyond 40 in a given week. Work hours must be recorded using the designated clock-in and clock-out system for each shift. As weekly schedules may fluctuate, specific work hours require approval from the direct manager. The non-exempt manager is responsible for scheduling time off with prior supervisor approval.
Reporting Relationship
The Reservations Supervisor reports to the Reservations Manager. The executive committee member representing the department is the Area Director of Sales & Marketing.
Key Responsibilities
Daily Functions: (80% of time)
- Answering incoming calls within the Forbes Travel Guide standards in a polite, pleasant, and 5-star manner.
- Oversight and coordination of the group rooming list process
- Serves as the liaison between the Group Sales Managers, the client and the property
- Oversight and operational management of the OpenTable dining program.
- Learn the seasonal amenities and activities each property has to offer to properly assist guests.
- Become well informed of each property’s facilities including room types.
- Learn operating systems including but not limited to Maestro, Navis, OpenTable, ALICE, Teams, and Fare Harbor software
- Assist in managing guest requests via the shared Destination Services inboxes.
- Attend monthly trainings and engage in department and self-growth.
- Learn, understand, and properly execute privacy standards for guests and staff.
- Responsible for practicing, managing, and promoting OHM’s Mission and Values so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional attire.
- Follow sustainability guidelines and practices related to Ocean House Collection’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Administrative Duties: (20% of the time)
- Supervisory tasks include managing the team performance, preparing weekly schedules, training and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing required reports and payroll.
- Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
- Supervise the individual performance of the staff taking appropriate corrective action to address deficient conditions, behavior, and work performance.
- Conduct daily line-up meetings at the beginning of each shift to maintain communication levels with all staff about the activities at the resorts
- Maintain communications with Reservations and all F&B management teams
- Monitors same day selling procedures to maximize room revenue and control property occupancy.
- Conduct weekly internal audits on each member of the Reservations team.
- Handles guest complaints and disputes following the instant pacification procedures.
Required Job Knowledge, Skills, Experience, Education, and Qualifications
- High School Diploma, GED or comparable certification
- Experience in a call center or administrative role preferred.
- Experience in a guest-facing service role preferred.
- Luxury hospitality experience preferred.
- Has experience in a high-pressure, high-volume atmosphere preferred.
- Skilled in basic computer and typing skills.
- Experience working with Microsoft Office programs such as Word, Excel, and Outlook
- The ability to answer, listen and communicate clearly with callers and team members.
- Fluency in English both verbally and in writing
- Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
- Uphold the Company standards, policies, and procedures.
- Prioritize and organize tasks and work area.
- Ability to remain calm and resolve problems using good judgement
- Follow directions.
- Work cohesively with co-workers as part of a team
- Maintain confidentiality of guest/employee information and pertinent company data
- Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Physical Requirements:
See below Physical conditions description.
PHYSICAL ACTIVITIES, VISUAL ACUITY, AND WORKING CONDITIONS OF:
Group Rooms Coordinator
I certify that I have read the physical requirements as set forth below and am physically able to perform the necessary duties as indicated herein.
Employee Signature: _________________________ Date: _____________
1. GENERAL PHYSICAL REQUIREMENTS
Please check the ONE description of general physical requirements that best describes the work requirements of the position:
A. Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
- B. Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.
- C. Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
- D. Heavy work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
- E. Very heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.
2. PHYSICAL ACTIVITIES
Please check ALL physical activities that apply to the essential functions of the position:
A. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
- B. Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
- C. Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
- D. Kneeling: Bending legs at knee to come to a rest on knee or knees.
- E. Crouching: Bending the body downward and forward by bending leg and spine.
- F. Crawling: Moving about on hands and knees or hands and feet.
- G. Reaching: Extending hand(s) and arm(s) in any direction.
- H. Standing: Particularly for sustained periods of time.
- I. Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
- J. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
- K. Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
- L. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles.
- M. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
- N. Grasping: Applying pressure to an object with the fingers and palm.
- O. Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- P. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Q. Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound.
- R. Repetitive Motions: Substantial movements (motions) of the wrists, hands, and/or fingers.
3. VISUAL ACUITY
Please check the ONE description of visual acuity requirements (including color, depth perception, and field of vision), that best describes the requirements of the position:
- A. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
- B. The worker is required to have visual acuity to perform an activity such as: operating machines such as lathes, drill presses, power saws and mills where the seeing job is at or within arm's reach; performing mechanical or skilled trades tasks of a non-repetitive nature such as carpenters, technicians, service people, plumbers, painters, mechanics, etc.
- C. The worker is required to have visual acuity to operate motor vehicles or heavy equipment.
- D. The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned (i.e., custodial, food services, general labor, etc.) or to make general observations of facilities or structures (i.e., security guard, inspection, etc.)
4. WORKING CONDITIONS
Please check ALL conditions the worker is subject to in performing the essential functions of the position:
- A. The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
- B. The worker is subject to outside environmental conditions: No effective protection from the weather.
- C. The worker is subject to both environmental conditions: Activities occur inside and outside.
- D. The worker is subject to extreme cold: Temperatures typically below 32 degrees for periods of more than one hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity.
E. The worker is subject to extreme heat: Temperatures above 100 degrees for periods of more than an hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity.- F. The worker is subject to noise: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.
- G. The worker is subject to vibration: Exposure to oscillating movements of extremities or whole body.
- H. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
- I. The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dust, mists, gases or poor ventilation.
- J. The worker is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.
- K. The worker is required to wear a respirator.
- L. The worker frequently is in close quarters, crawl space, shafts, manholes, small, enclosed rooms, small sewage and water line pipes, and other areas which could cause claustrophobia.
- M. The worker is required to function in narrow aisles or passageways.
- N. The worker is exposed to infectious diseases.
- O. The worker is required to function around prisoners or mental patients.
- P. None: The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).
