Setai Hotel Group
JOB DESCRIPTION
POSITION:
Reservations Manager
DEPARTMENT:
Sales and Marketing
REPORTS TO:
Director of Reservations and Revenue Mgt Job Summary:
As a Reservation Manager at Victor Hotels, you will lead a high-performing team focused on delivering exceptional guest service and operational excellence. You will play a key role in managing daily reservations operations, resolving escalations, and ensuring a seamless booking experience for our guests. Key Responsibilities:
Works in conjunction with the Director of Revenue Management & Reservations to collaborate and maximize revenue opportunities. Train, elevate and motivate the team effectively to create a positive and productive work environment Support the Director of Revenue/ Front Office Manager by stepping in during their absence and ensuring departmental goals and standards are upheld. Oversee the daily operations of the reservations and call center team, ensuring performance metrics and service standards are consistently met. Lead, coach, and develop team members to foster a culture of continuous improvement, collaboration, and luxury guest service. Process booking modifications, refunds, financial adjustments, and fund transfers in a timely and accurate manner. Manage and resolve complex guest inquiries and escalations with professionalism and urgency. Ensures all agents answer all telephone calls promptly and efficiently, that the team responds to guests’ requests in a timely manner, and responds promptly to all guest email requests Ensures all reservations information is entered accurately and in a timely fashion in the PMS Assists the Sales and Revenue team in maintaining positive relationships with third parties Maintains detailed knowledge of all aspects of the hotel, including Rooms, Spa and Restaurants Collaborate with the Accounting team to manage payroll reporting, incentive programs, refunds, and commission tracking. Informs the Front Office, Housekeeping and F&B of any special guest needs Maintain up-to-date standard operating procedures (SOPs) and training materials for the Reservations and Guest Services teams. Ensures that required reports and updates are accurate and timely Recruits and trains employees in accordance with Hotel guidelines Assist with call volume overflow during peak periods to ensure uninterrupted service delivery. Cultivates and provides support to a diverse workforce Minimum Education and Work Experience:
At least five (5) years of hotel experience of comparable size and type. Previous supervisory or management experience strongly preferred.
Essential Work Skills/Knowledge:
Reputation for handling situations and confidential information discretely, projecting a positive, professional and supportive outward image and exercising good judgment for the position Excellent analytical, problem solving, multi-tasking and administrative skills. Excellent customer service skills and demeanor Excellent communication skills Excellent time management and organizational skills Experience with Opera PMS preferred Pleasant telephone voice Strong knowledge of hospitality standards Strong computer skills in PMS and email Good typing skills (45 wpm or better) Ability to focus on details Ability to work a flexible schedule including holidays and weekends Fluent in English, additional languages a plus Ability to desire and train others and to act as an agent for change
This is a management position This is a full time position
Personal Information * First name * Last name * Email Address City State Zip code * Phone number Attachments * Attach your Resume Attach Dropbox Paste Attach a Cover letter Attach Dropbox Other Information * Can you show proof of your legal right to work in the United States? Yes No * Are you able to work evenings and weekends? Yes No * How did you hear about this position? * Have you worked in a reservations department of a luxury hotel before? * If yes, which hotel and how many years. * Have you worked as a supervisor in a luxury hotel before for how many years? * Briefly explain your experience in dealing with sophisticated and discerning travelers. * Describe your management style and strengths? *
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Reservations Manager
DEPARTMENT:
Sales and Marketing
REPORTS TO:
Director of Reservations and Revenue Mgt Job Summary:
As a Reservation Manager at Victor Hotels, you will lead a high-performing team focused on delivering exceptional guest service and operational excellence. You will play a key role in managing daily reservations operations, resolving escalations, and ensuring a seamless booking experience for our guests. Key Responsibilities:
Works in conjunction with the Director of Revenue Management & Reservations to collaborate and maximize revenue opportunities. Train, elevate and motivate the team effectively to create a positive and productive work environment Support the Director of Revenue/ Front Office Manager by stepping in during their absence and ensuring departmental goals and standards are upheld. Oversee the daily operations of the reservations and call center team, ensuring performance metrics and service standards are consistently met. Lead, coach, and develop team members to foster a culture of continuous improvement, collaboration, and luxury guest service. Process booking modifications, refunds, financial adjustments, and fund transfers in a timely and accurate manner. Manage and resolve complex guest inquiries and escalations with professionalism and urgency. Ensures all agents answer all telephone calls promptly and efficiently, that the team responds to guests’ requests in a timely manner, and responds promptly to all guest email requests Ensures all reservations information is entered accurately and in a timely fashion in the PMS Assists the Sales and Revenue team in maintaining positive relationships with third parties Maintains detailed knowledge of all aspects of the hotel, including Rooms, Spa and Restaurants Collaborate with the Accounting team to manage payroll reporting, incentive programs, refunds, and commission tracking. Informs the Front Office, Housekeeping and F&B of any special guest needs Maintain up-to-date standard operating procedures (SOPs) and training materials for the Reservations and Guest Services teams. Ensures that required reports and updates are accurate and timely Recruits and trains employees in accordance with Hotel guidelines Assist with call volume overflow during peak periods to ensure uninterrupted service delivery. Cultivates and provides support to a diverse workforce Minimum Education and Work Experience:
At least five (5) years of hotel experience of comparable size and type. Previous supervisory or management experience strongly preferred.
Essential Work Skills/Knowledge:
Reputation for handling situations and confidential information discretely, projecting a positive, professional and supportive outward image and exercising good judgment for the position Excellent analytical, problem solving, multi-tasking and administrative skills. Excellent customer service skills and demeanor Excellent communication skills Excellent time management and organizational skills Experience with Opera PMS preferred Pleasant telephone voice Strong knowledge of hospitality standards Strong computer skills in PMS and email Good typing skills (45 wpm or better) Ability to focus on details Ability to work a flexible schedule including holidays and weekends Fluent in English, additional languages a plus Ability to desire and train others and to act as an agent for change
This is a management position This is a full time position
Personal Information * First name * Last name * Email Address City State Zip code * Phone number Attachments * Attach your Resume Attach Dropbox Paste Attach a Cover letter Attach Dropbox Other Information * Can you show proof of your legal right to work in the United States? Yes No * Are you able to work evenings and weekends? Yes No * How did you hear about this position? * Have you worked in a reservations department of a luxury hotel before? * If yes, which hotel and how many years. * Have you worked as a supervisor in a luxury hotel before for how many years? * Briefly explain your experience in dealing with sophisticated and discerning travelers. * Describe your management style and strengths? *
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