Reservations Manager

• Effectively recruit, train, and develop staff to ensure they are empowered to meet and exceed the Hotel’s luxury service standards; attend training sessions for supervisors/managers as required.
• Create and foster a work environment which minimizes turnover and maximizes retention.
• Set departmental work schedules, policies, and procedures to achieve efficiency and productivity objectives.
• Treat associates with respect and dignity in regards to scheduling, diversity, appreciation/recognition, suggestions for improvement, and other pertinent job-related issues.
• Hold staff accountable to the policies and procedures of the Hotel; provide confident and professional conflict resolution as needed.
• Communicate performance expectations via ongoing, honest, and productive feedback; conduct annual performance appraisals for all associates.
• Administer “Secret Shopper” test calls to Reservations Agents on a regular basis to evaluate associate knowledge and performance; conduct regular Forbes and other service-focused trainings.
• Work closely with the Hotel’s Sales department with an emphasis on revenue management.
• Process travel agent commissions and Reservations Agent incentives.
• Promote and sell special Hotel programs, rate packages, and upgrades when appropriate.
• Establish/secure proper guest credit and handle any billing concerns and/or inquiries.
• Process guest confirmations and cancellations.
• Control Hotel inventory and fix oversells when needed.
• Monitor and control group blocks across internal and external systems.
• Follow establish protocols for posting charges, account settlements, and refunds.
• Use Visual One to run reports and enter/read data regarding guests, occupancy, rates, etc.
• Execute all department-specific HR processes in a timely manner and in accordance with Company standards (e.g. weekly payroll, status changes, pay increases, terminations).
• Continually search for ways to improve procedures, training, interviewing, and other Hotel services; seek opportunities to enhance the Hotel’s ability to provide unwavering guest satisfaction.
• Maintain a thorough knowledge of current property details, amenities, and special events in order to accurately answer a wide variety of guest questions.
• Handle guest complaints with courtesy and expediency, working collaboratively with other departments when needed to achieve this goal.
• Other duties as requested.

• Promotes collaboration and a positive, professional work environment.
• Represents themselves and the Hotel with the highest level of integrity and professionalism, a service-focused demeanor, and a courteous, sincere attitude at all times.
• Has a passion for hospitality and exceptional guest service, a cheerful and upbeat attitude, and a desire to lead others by example.

• Previous management experience required. Luxury hotel/hospitality experience highly preferred.
• Must be able to demonstrate a proven track record of successfully working in, and leading, a team-oriented environment.
• Must have excellent verbal and written communication skills, general computer knowledge, and should be proficient using MS Office products. Ability to hear, speak, read, and write English fluently is required.
• Open and in-person (vs remote) availability is required. Typical work week will be M-F, however interested candidates should be able to work possible occasional weekends and/or holidays.

• Quarterly bonus potential
• Monthly dry cleaning stipend & cell phone reimbursement
• Paid parking pass
• Medical, dental, and vision insurance options*
• Paid time off (PTO)*
• Paid holidays (including associate's birthday)*
• Paid sick leave
• Aflac supplemental insurance options
• 401(k) with Company match
• RTD EcoPass
• 50% employee discount in Spa and restaurant
• Discounted associate room rate

APPLICATION DEADLINE: 05/01/2025

As a part of our pre-employment screening process, candidates who are extended an offer of employment are required to pass a criminal background check.