What are the responsibilities and job description for the Reservations - Reservation Supervisor position at The Meritage Resort & Spa?
Position Summary:
Responsible for assisting the Reservations Manager with the planning, organization, development and direction of the Reservations Team Members to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Identifies and analyzes data and trends that will result in revenue generating opportunities in all areas of the hotel. Assists the hotel management team to identify current state, set timelines and targets, assist in setting up and maintaining measurement tools, and report results. Target areas include: rooms, parking, space utilization, food, beverage, retail, spa, special events and other revenues, in support of the hotel’s financial goals.
Salary Range: $24-$26.00
Duties & Responsibilities Primary Responsibilities/Essential Functions:
1. Provides guidance and leadership to Reservations Team Members whenever necessary. Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff.
2. Ensures Reservations Team Members are adhering to all established Reservations practices including areas of customer service, answering questions and responding to requests; providing information about hotel, local area attractions and hotel amenities; obtaining and entering necessary information and reservations into the computer system. May assist with related reservations.
3. Leverages existing tools to develop comprehensive understanding of current consumer buying behavior from marketing initiatives. Prepare recommendations that will maximize total guest spend.
4. Collaborates with hotel and corporate marketing team to better understand digital marketing campaigns and Google Analytics tracking to identify revenue opportunities.
5. Updates, processes, generates and distributes daily, weekly and monthly revenue management reports in various systems, to include, but not limited to: Weekly Booking Pace Reports Daily, Various Booking Pace reports (i.e.: promotions, seasonal, etc.), room adjustments, Month-end Revenue Management, and Market Comparison Reports.
6. Assists in preparation of the monthly forecast, displacement analysis, monthly transient historical trend reports, monthly no-show analysis reports and demand calendars.
7. In collaboration with the Corporate Revenue Analyst develops new reports, as needed, to assist in preparation for the weekly revenue management meetings or data analysis.
8. Maintain hygiene of the hotel’s Property Management System (PMS) and Central Reservations Systems (CRS) in terms of rates and customer data to ensure accuracy and health of database.
9. Monitors and analyzes the competition through in-depth analysis of competitive rate shopping tool and the Internet to identify selling strategies and market trends. Alert Reservations Manager of emerging trends.
10. Identifies and tracks appropriate metrics for other revenue generating departments to assist in driving total complex revenue.
11. Audits property management system for proper deployment of rate and inventory strategies and to insure data integrity.
12. Learns additional systems as required to determine and recommend best practices in rate and inventory management.
13. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
14. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
1. Acts as liaison between Reservations, Revenue Management, Sales/Catering, Front Office, Accounting, Events and Central Reservations.
2. Responsible for rate loading for all local negotiated accounts, ensuring clients are able to book both online and through central reservations. Responsible for building of group room blocks with room rates, as well as building of Group webpages for client ease of booking.
3. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
4. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
5. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
6. Improves job knowledge by attending training sessions as instructed.
Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents. Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.
Qualifications (relevant experience, education and training):
1. High school diploma or general education degree (GED); or equivalent combination of education and experience. Bachelor’s degree in Hospitality or related field desired.
2. Normally requires two or more years of related experience and/or training. Reservations experience desirable.
3. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Requires ability to use computers programmed with accounting/reservations software to record, store and analyze information. Strong experience using Excel to compile, manipulate and report data.
5. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
6. Able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail.
7. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with callers.
8. Able to work independently with minimal guidance and as part of a team.
9. Completes all required training as scheduled.
10. Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
11. Must maintain a clean and appearance and professional demeanor. Special Skills & Abilities/Mental and Physical Demands: While performing the duties of the job the Team Member regularly sits for sustained periods of time. Occasionally stands or walks from one work area to another. While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate office equipment. The Team Member occasionally grasps objects. The Team Member frequently reaches by extending hand(s) and arm(s) in any direction. The Team Member occasionally stoops and crouches. The Team Member regularly talks when communicating with guests/callers. The Team Member regularly needs to hear voices while interacting with guests/callers. The Team Member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities. The Team Member is subject to inside environmental conditions. The noise level is moderate. The Team Member is subject to hazards that include proximity to electrical current found in office related equipment. The Team Member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts. (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. I hereby acknowledge that I have read and understand the content of this job description. I understand the Company at its discretion may revise the job description from time to time in the future. I understand and agree that nothing in this job description should be construed as a contract of employment, and that employment with this Company is at-will meaning that the terms of employment may be changed with or without notice, with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work
Responsible for assisting the Reservations Manager with the planning, organization, development and direction of the Reservations Team Members to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Identifies and analyzes data and trends that will result in revenue generating opportunities in all areas of the hotel. Assists the hotel management team to identify current state, set timelines and targets, assist in setting up and maintaining measurement tools, and report results. Target areas include: rooms, parking, space utilization, food, beverage, retail, spa, special events and other revenues, in support of the hotel’s financial goals.
Salary Range: $24-$26.00
Duties & Responsibilities Primary Responsibilities/Essential Functions:
1. Provides guidance and leadership to Reservations Team Members whenever necessary. Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff.
2. Ensures Reservations Team Members are adhering to all established Reservations practices including areas of customer service, answering questions and responding to requests; providing information about hotel, local area attractions and hotel amenities; obtaining and entering necessary information and reservations into the computer system. May assist with related reservations.
3. Leverages existing tools to develop comprehensive understanding of current consumer buying behavior from marketing initiatives. Prepare recommendations that will maximize total guest spend.
4. Collaborates with hotel and corporate marketing team to better understand digital marketing campaigns and Google Analytics tracking to identify revenue opportunities.
5. Updates, processes, generates and distributes daily, weekly and monthly revenue management reports in various systems, to include, but not limited to: Weekly Booking Pace Reports Daily, Various Booking Pace reports (i.e.: promotions, seasonal, etc.), room adjustments, Month-end Revenue Management, and Market Comparison Reports.
6. Assists in preparation of the monthly forecast, displacement analysis, monthly transient historical trend reports, monthly no-show analysis reports and demand calendars.
7. In collaboration with the Corporate Revenue Analyst develops new reports, as needed, to assist in preparation for the weekly revenue management meetings or data analysis.
8. Maintain hygiene of the hotel’s Property Management System (PMS) and Central Reservations Systems (CRS) in terms of rates and customer data to ensure accuracy and health of database.
9. Monitors and analyzes the competition through in-depth analysis of competitive rate shopping tool and the Internet to identify selling strategies and market trends. Alert Reservations Manager of emerging trends.
10. Identifies and tracks appropriate metrics for other revenue generating departments to assist in driving total complex revenue.
11. Audits property management system for proper deployment of rate and inventory strategies and to insure data integrity.
12. Learns additional systems as required to determine and recommend best practices in rate and inventory management.
13. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
14. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
1. Acts as liaison between Reservations, Revenue Management, Sales/Catering, Front Office, Accounting, Events and Central Reservations.
2. Responsible for rate loading for all local negotiated accounts, ensuring clients are able to book both online and through central reservations. Responsible for building of group room blocks with room rates, as well as building of Group webpages for client ease of booking.
3. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
4. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
5. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
6. Improves job knowledge by attending training sessions as instructed.
Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents. Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.
Qualifications (relevant experience, education and training):
1. High school diploma or general education degree (GED); or equivalent combination of education and experience. Bachelor’s degree in Hospitality or related field desired.
2. Normally requires two or more years of related experience and/or training. Reservations experience desirable.
3. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Requires ability to use computers programmed with accounting/reservations software to record, store and analyze information. Strong experience using Excel to compile, manipulate and report data.
5. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
6. Able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail.
7. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with callers.
8. Able to work independently with minimal guidance and as part of a team.
9. Completes all required training as scheduled.
10. Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
11. Must maintain a clean and appearance and professional demeanor. Special Skills & Abilities/Mental and Physical Demands: While performing the duties of the job the Team Member regularly sits for sustained periods of time. Occasionally stands or walks from one work area to another. While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate office equipment. The Team Member occasionally grasps objects. The Team Member frequently reaches by extending hand(s) and arm(s) in any direction. The Team Member occasionally stoops and crouches. The Team Member regularly talks when communicating with guests/callers. The Team Member regularly needs to hear voices while interacting with guests/callers. The Team Member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities. The Team Member is subject to inside environmental conditions. The noise level is moderate. The Team Member is subject to hazards that include proximity to electrical current found in office related equipment. The Team Member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts. (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. I hereby acknowledge that I have read and understand the content of this job description. I understand the Company at its discretion may revise the job description from time to time in the future. I understand and agree that nothing in this job description should be construed as a contract of employment, and that employment with this Company is at-will meaning that the terms of employment may be changed with or without notice, with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work
Salary : $24 - $26
