Director of Reservations

POSITION OBJECTIVE

Responsible for overseeing all aspects of the hotel's reservations operations, ensuring optimal occupancy, revenue generation, and exceptional guest service. This role manages the reservations team, implements pricing and inventory strategies in collaboration with revenue management, and ensures accuracy and efficiency in booking processes across all channels. Ensure that the departmental employees have the appropriate tools, knowledge and training to complete their duties.


This position is on-site.


ESSENTIAL JOB FUNCTIONS

• Include the following. Other job duties may be assigned.
• Support cross-departmental communication to ensure seamless guest experiences from booking through arrival.
• Promote team spirit and encourage excellence in telephone sales and service performance among all reservations staff. Works one-on-one with reservations agents to improve their sales techniques as well as ensures an ongoing coaching, training and development of staff.
• Manage Group Reservations Coordinators and their processes, to ensure adherence to the Sales Contract terms, ensure the highest level of meeting planner and proper oversight of group blocks and pickup.
• Collaborate with Revenue Management and Sales teams to implement pricing strategies, promotions, and forecasting initiatives.
• Manage room inventory and availability across all distribution channels to maximize occupancy and revenue and ensuring balanced inventory for the resort.
• Oversee the setup, management, and accuracy of package reservations, ensuring all bundled components (e.g., rooms, amenities, promotions) are properly configured and communicated to guests and operational teams
• Handle escalated guest inquiries or issues related to reservations with professionalism and efficiency.
• Maintain employee discipline, conduct employee reviews, conduct monthly departmental meetings and various briefings on policy changes, new promotions and new procedures.
• Drive revenue growth by strategically upselling premium room categories and promoting value-added upgrades for Golf, Spa, F&B.
• Effectively control high occupancy and oversold dates to ensure minimal guest "walks" and to maintain hotel profitability.
• Must be a good communicator and able to motivate staff in a close-quarters work environment. Ability to create good working relations between reservations sales staff and all hotel departments.
• Assist Director of Revenue Management with completing the yearly departmental budget and ensure expenses are kept within budget.
• Requires self-initiative, analytical skills, proficiency in technical areas and customer relations.
• Knowledgeable and proficient in the area of sales and sales techniques.
• Requires good time management, organizational skills and the ability to work well under pressure and manage multiple priorities.
• Full-Time Management position that requires a flexible schedule and the ability to work weekends, holidays, and various shifts.
• Knowledge of Revinate, Synxis, VERSA (Agilisys), Delphi, Book for Time is preferred.

EDUCATION/EXPERIENCE

• Minimum three years prior hotel reservations supervisory or managerial experience a must. College degree preferred.

REQUIREMENTS

Language Skills : Excellent service skills including etiquette and ability to work with the public including diverse clientele and golf knowledge. Excellent communications skills, organization skills and time management required. Ability to understand guests' service needs & requests.

Reasoning Ability : Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Ability to provide and interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Skills and Abilities : Ability to communicate and work well with fellow employees and other departments. Maintain a presentable appearance, behavior and manner at all times. Ability to process administrative work. Ability to address and solve problems involving guest and operational issues. Ability to manage multiple tasks effectively.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails. Might regularly stand, walk, and talk. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine.

WORK ENVIRONMENT

Work will mostly be conducted indoors.