Reservations Manager

Olympia Hospitality Reservations Manager

We're more than just a team – we're a community dedicated to making a difference every day.

At Olympia Hospitality, we create a fun, supportive environment where growth never stops, and success is celebrated together. Guided by our values of continuous improvement, accountability, concern for others, and trust, we foster a culture of collaboration and integrity. If you're passionate, driven, and ready to thrive, we'd love to have you on our team. Join a team that puts your well-being first!

The Reservations Manager helps maximize revenue and create value by providing excellent customer service. This includes effective reservation sales, revenue management, group account management, handling all guest accounts efficiently and accurately, travel agent commissions and reconciliation process, and assisting in all phases of guest experience, such as check-in, check-out, and problem resolution. Additionally, they play an active role in all property marketing decisions, assists in implementing marketing initiatives, and is responsible for tracking ROI of tactical marketing plans.

Starting pay $60,000 per year

Here's how we show our commitment:

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Peace of Mind: We provide paid group term life insurance for select positions, 50% shared cost short-term disability, and you have the option to purchase additional employee paid life insurance.
• Time for You: Enjoy our robust PTO plan and 7 paid holidays to maintain work-life balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Additional Support: From our Employee Assistance Program (EAP) to a sober support network, and our commitment to being a recovery-friendly workplace, we're here to help you thrive personally and professionally.
• Perks: Love to travel? Enjoy exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

Responsibilities

• Handle incoming reservation inquiries via phone, email, and online booking platforms, and provide information about room availability, rates, packages, and promotions.
• Process reservation requests accurately and efficiently, entering guest information, booking details, and special requests into the reservation system or property management system (PMS).
• Coordinate with other departments, such as front office, housekeeping, and revenue management, to ensure that reservations are accurately recorded and communicated, and that guest preferences and requests are met.
• Communicate with guests before, during, and after their stay to confirm reservations, provide pre-arrival information, and address any special requests or requirements.
• Respond promptly and professionally to guest inquiries, concerns, and feedback, and assist with resolving issues or concerns related to reservations, billing, or accommodations.
• Follow up with guests after their stay to solicit feedback, thank them for their patronage, and encourage repeat business through loyalty programs or special offers.
• Upsell room upgrades, additional services, and amenities to guests to maximize revenue and enhance the guest experience.
• Monitor room availability and inventory levels, and adjust pricing and booking restrictions as needed to optimize occupancy and revenue performance.
• Collaborate with the sales and marketing team to promote special offers, packages, and promotions, and assist with generating leads and converting inquiries into bookings.
• Maintain accurate records of reservations, cancellations, and modifications, and update the reservation system and guest profiles accordingly.

Skills Required

• Leadership, problem-solving, and basic computer skills; ability to share knowledge and teach others to perform tasks, high level customer service, effective communication with guests and team members, able to follow instructions, learn quickly, pay attention to detail, and maintain composure when working under pressure

Technical Skills

• Aptitude with numbers: forecasting, and auditing procedures
• Have knowledge of Hotel OTA channels, booking codes, booking and pace patterns, local rates, in-house strategy, special packages etc.

Experience / Education

Prior hotel reservation/call center & customer service experience required (two years) supervisory experience preferred. Prior revenue management and CMS, GDS and PMS experience preferred. Associate's degree desirable or equivalent combination of education and work experience.

Physical Demands

• Work is performed in a hotel environment. This position requires extended periods of sitting, with some walking, standing, bending, and occasional lifting up to 25 pounds. Frequent levels of telephone use, computer keying using both hands, and viewing material on a computer screen. Requires flexible working hours including nights and weekends; Extended workdays may be required to accomplish tasks and meet workload demands during peak periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.