Reservations Manager Resume Samples
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Reservations Manager Resume Samples
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ED
E Dooley
Ethelyn
Dooley
404 Delbert Isle
Boston
MA
+1 (555) 446 7903
404 Delbert Isle
Boston
MA
Phone
p
+1 (555) 446 7903
Experience
Experience
Los Angeles, CA
Assistant Reservations Manager
Los Angeles, CA
Feest-McCullough
Los Angeles, CA
Assistant Reservations Manager
- Provide supervision, training, direction and leadership to Reservations Staff, including scheduling, performance management and department planning
- Help develop employees' motivation and team spirit by creating a good working atmosphere
- Works closely with Revenue Manager and Sales department, Front Office and Airport Representative to facilitate customer bookings
- Perform other duties as assigned including assisting Reservationists in their job functions
- Manage and coordinate all group and individual reservations
- Knowledge of the hotel property management systems
- Coordinate office activities to ensure work updates are consistently maintained and all correspondences promptly handled on the same day received
Dallas, TX
Reservations Manager
Dallas, TX
Champlin, Nikolaus and Skiles
Dallas, TX
Reservations Manager
- Provide leadership to the Reservations Assistant Manager (Groups) and the Tour Manager
- Assist in the daily review of Hotel Rate/Occupancy/RevPAR performance with focus on improving overall performance
- Assist Director of Revenue Management with preparation for weekly Revenue Management meeting and month end commentary and budget preparation
- Assist Director of Front Office in preparing team members’ performance reviews of Zephyr staff
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
- Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments
- To develop strong working relationships with all guests & clients in order to maximise sales opportunities and generate business for the future
present
Chicago, IL
Royal Service / Reservations Manager
Chicago, IL
Bartoletti Inc
present
Chicago, IL
Royal Service / Reservations Manager
present
- Report all accidents, injuries, and unsafe work conditions to the Department Manager
- Develop and maintain positive working relationships with others
- Work with Passkey to resolve interface issues to include accurate room pickup, duplicates, and weekly audits
- Troubleshoot, resolve, and document group issues and concerns and make proactive changes to process for future
- Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
- Manage payroll. Run report every two weeks. Agents to sign off on pay discrepancy
- Provide excellent service and hospitality following the brand guidelines to both internal and external customers
Education
Education
Bachelor’s Degree in Hotel Management
Bachelor’s Degree in Hotel Management
Loyola Marymount University
Bachelor’s Degree in Hotel Management
Skills
Skills
- Strong knowledge of market trends and booking patterns sound and astute knowledge of the industry
- Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members
- Excellent communications skills – with the ability to form and manage relationships with key stakeholders
- Previous experience utilizing V1, knowledge of various computer systems, analyzation of phone reports, excel knowledge
- Excellent communication skills and ability to build effective long-term relationships
- Work quickly in a high-pressure environment and ability to handle stress
- Strong verbal and written communication skills in English with Arabic desirable
- Computer literate with a strong knowledge of Fidelio and Delphi
- Ability to multitask, work in a fast paced environment and have a high level attention to detail
- Ability to work under pressure,
15 Reservations Manager resume templates
Read our complete resume writing guides
1
International Reservations Manager Resume Examples & Samples
- Provide leadership within Vail Resorts to develop thorough understanding of unique needs of Inside and International Sales Reservations within Reservations, Product Management and Accounting. Ensure clear understanding of business while at the same time developing authentic connections. (Develop)
- Understand and set clear business goals for the domestic Ski Specialist Travel business and the International wholesale business while recognizing and influencing the opportunity to drive business value in these markets, with an emphasis on owned and operated lodging and lift revenue growth. (Drive Value)
- Partner with Corporate Sales Teams to bring new ideas, methods, and approaches to Vail Resorts in the ongoing business partner ideation process with an eye on revenue optimization. (Re-Imagine)
- Inspire trust and build strong relationships across locations (Colorado, Tahoe and Canyons), functions (Travel, Call Centers, Sales, Training) and business units (Marketing, Corporate Sales, Accounting, IT).Leverage relationships to influence key business decisions. (Connect)
- Manages diverse staff of up to six year round employees, including hiring, performance development, including coaching, disciplinary actions, performance appraisals, scheduling, and employee engagement.(Out Front)
- Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving all guest and partner issues in a timely with mutually beneficial outcomes whenever possible. (Passion)
- 4+ years of progressive experience in hospitality, customer service, call center, and or training
- 4+ years managing staff at supervisory level
- Microsoft stack
- Property Management Software experience preferred: Tour Partner, LMS, Inntopia
- Fluent oral and written English required. Oral and written fluency in one or more of the following second languages preferred: Spanish, Portuguese, Mandarin, Russian
- Strong track record of leadership, innovation, and delivering tangible results
- Strong oral and written communication skills, including delivering presentations, technical training, e-mail correspondence and problem solving
- Demonstrated leadership in building high-performance teams and leading change from within
2
Reservations Manager Resume Examples & Samples
- Bachelor's Degree (Hospitality Major Preferred)
- 1 year Front Desk Experience
- 2 years Reservations Experience (Preferred)
- 1 year Supervisory Experience
- Marriott Experience (Preferred)
- Word, Outlook, Excel, Marsha, PMS, Passkey, Oscar, OneYield, Guestware,Internet (Preferred)
3
Reservations Manager Resume Examples & Samples
- Performs general reservation clerk duties; uses computer terminal to process email, mail, fax and telephone requests for reservations, processes changes and cancellations at each facility and for all activities, and responds to both mail and telephone requests for information
- Oversees scheduling of reservation clerks and supervisors, responsible for setting goals and performing reviews for seasonal and year round employees, discipline employees as necessary to promote a positive and productive work environment
- Is knowledgeable of convention and tour booking procedures and policies
- Oversees the servicing of groups, including ensuring accurate room blocks, routing, entering rooming lists and overall room inventory
- Responsible for contracting and billing luncheon tours in the Mural Room
- Responsible for managing the non-receipt of deposit list on a weekly basis, ensures that proper accounting procedures are observed in processing and applying advance deposits and processing cancellations
- Runs daily, weekly, and monthly reports assigned by Rooms Division Manager, including phone report
- Responsible for inventory management, including approving group room blocks, updating GDS availability, and manipulating the manager’s blocks for all properties
- Experience supervising or managing a team
- Previous reservations experience
- Previous reservations management experience
- Previous experience utilizing V1, knowledge of various computer systems, analyzation of phone reports, excel knowledge
- Previous luxury hospitality experience
- Knowledge of the Grand Teton National Park and surrounding areas
4
Cluster Reservations Manager Resume Examples & Samples
- Lead and manage all aspects of the Reservations department and ensure all service standards are followed
- Manage and coordinate all group and individual reservations
- Produce daily, weekly, monthly and quarterly reports as required
- Previous leadership experience in a similar role required
5
Assistant Reservations Manager Resume Examples & Samples
- Develop and maintain training & related manuals for Reservations Office
- Coordinate office activities to ensure work updates are consistently maintained and all correspondences promptly handled on the same day received
- Provide supervision, training, direction and leadership to Reservations Staff, including scheduling, performance management and department planning
- Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
- Assist in preparing daily, weekly and monthly reports
- Ensure information provided to guests is accurate and individualized as well as in proper format and layout, free of any spelling or language mistakes
- Communicate any special happenings such as but not limited to complaints, special request, pre-registered rooms, demanding guests, etc to Front Office and superiors
- Pay special attention to pre-registered rooms
- Ensure information/instructions passed from Sales Office are properly executed in Reservations Office
- Understand Revenue Management strategies, sell levels and sell directed rates and apply these methods to the sale of available hotel inventory
- Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
- Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge and call management in a professional, helpful manner
6
Reservations Manager Resume Examples & Samples
- Assists in maximizing room sales and revenue
- Monitors and ensures that all reservations are input into the system promptly and accurately and are confirmed back to the guest/client
- Assists in Rooms & Guest Services functions as needed
- Regularly updates data system for contracts, rates and agreements, guest/client information and other important information
- Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable
- Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
- Follows up tentative bookings and update reservation status
- Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
- Performs other duties as assigned by Revenue Manager
- Conducts daily briefing and de-briefing with reservations teams and attends briefing and departmental meetings or as assigned by DOR
- Manages time effectively by meeting the deadlines or completing the tasks ahead of time, identifies and solves problems in a professional manner
- Assists others to ensure the operation is run smoothly and effectively
- Communicates effectively with guests, clients, business partners and staff
- Strong verbal and written communication skills in English with Arabic desirable
7
Assistant Reservations Manager Resume Examples & Samples
- Check that all operational procedures (invoicing of Cancellations, No Shows, etc.), related to other departments are carried out within the deadlines to ensure optimal customer service
- Receive process and confirm guest reservations made by/ for clients over phone, personally, internet, fax or e-mail
- Ensure an excellent quality of service is provided to the customers within the procedure time-frame
- Provide a support service for the daily delivery of the ‘Le Club Accor’ Loyalty-program and ‘Welcome -program’
- Ensure accurate integration of reservations through a daily mapping guaranteeing all procedures are followed and information is correctly transferred
- Keep track of the Reservations Team production and productivity (Call statistics)
- Support the implementation of the revenue and rate strategy defined by the Director of Revenue Management
- Responsible for management of crew blocks and making sure they are up-to-date
- Respect and apply the hotel and brand's pricing and distribution strategy
- Ensure clients’ profiles are merged and up-to-date
- Help implement the daily and weekly routines, develop the effectiveness of the team and prioritize tasks
- Help develop employees' motivation and team spirit by creating a good working atmosphere
- Transfer of expertise to Reservation’s Agents enabling them to acquire greater autonomy by supervising and coaching them
- Strong listening and communication skills in order to motivate and lead
8
Assistant Reservations Manager Resume Examples & Samples
- Maintain close liaison with the Sales, Conference, and Accounting teams
- Conduct regularly scheduled departmental meeting
- Ensure effective productivity of all Colleagues through staff scheduling and adhering to budget guidelines
- Previous experience with a Property Management system required
- University/College degree in a related discipline preferred
9
Assistant Reservations Manager Resume Examples & Samples
- Assist in maintaining historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates
- Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction
- Promote teamwork and quality service through daily communication and coordination with other departments. Monitor group reservation activity daily and communicate status with sales department. Follow up on tentative sales bookings with respective sales staff to update status. Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained
- Carrying or lifting items weighing up to 10 pounds
10
Reservations Manager Resume Examples & Samples
- Contribute to the selling strategy of the hotel, and manage the departments’ adherence to achieving that strategy
- Understand the competitive market place and implement approaches to ensure the hotel stays ahead in the local market
- Ensure Team Members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
- Knowledge of the hotel property management systems
11
Reservations Manager Resume Examples & Samples
- Work with Sales and Marketing Teams to develop a strategic sales plan
- Manage the Reservations Department to meet and exceed budgeted targets
- Monitor revenue variance, constantly, to identify areas of concern and build an approach to maximize revenue
- Develop accounts, proactively, and coach the Sales Team to develop accounts successfully
- Seek opportunities, actively, to increase revenue
- Understand the competitive marketplace through analysis of trends and data and build a strategic approach to manage trends
- Develop the Reservations Team to ensure the constant delivery of excellent Guest and customer service
- Recruit, select, and train Team Members
- Previous experience leading a busy Reservations Team in a competitive market
- A passion for team coaching and development
- Excellent organizational skills with a high level of accuracy
- Excellent communication skills and ability to build effective long-term relationships
- Excellent understanding of yield and diary management
- Analytical approach to work
12
Luxury Reservations Manager Resume Examples & Samples
- Ensures the assigned operational functions of Luxury Reservations are consistent with the strategic plan and vision for the department, the division, and MGM Resorts International
- Manages and monitors daily labor, departmental budget, operations of Luxury Operations to produce both short-term and long-term profitability for MGM Resorts International, while meeting departmental needs and objectives
- Manages the delivery and measurement of guest service is consistent with established departmental guidelines/standards
- Provides input into the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure MGM Resorts International competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
- Manages Human Resources responsibilities for Luxury Reservations to include
- At least 5 years previous experience in hotel operations management at a major hotel/casino resort complex
- At least 2 years previous experience in a 5-Star and/or 5-Diamond rated hotel
13
Assistant Core / Reservations Manager Resume Examples & Samples
- Computer literate (Knowledge of Fidelio/EECO an asset)
- Proficient in verbal/written English, proficiency in another language is helpful
- Pleasant and professional telephone manner
- Previous experience in Rooms Division or Sales and Marketing
- Previous reservations experience an asset
- The ability to assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation
- The ability to maintain reservation standards
- The ability to conduct standards testing including call observation
- The ability to conduct regular WRO test calls and provide timely feedback
- The ability to display a high level of integrity and professionalism at all times in dealing with guests and employees
- The ability to select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals
- The ability to schedule staff according to budget guidelines, while ensuring maximum service to guests
- The ability to review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate
- The ability to complete all necessary payroll records and labor forecasts
- The ability to manage the reservations staff incentive program and compile/publish monthly results by agent
- The ability to enforce the established room and rate availability guidelines in order to maximize occupancy and revenue
- The ability to operate and manage the NetRez and TRUST reservation systems
- The ability to work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc
- The ability to control all suite reservations in conjunction with the Reception Manager and ensure special handling of top corporate clients, VIPs, and return guests
- The ability to prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business in the absence of the Director of Reservations and Revenue Management/Reservations Manager
- The ability to prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list
- The ability to monitor commission payment with the Accounting department
- The ability to ensure that all reservation confirmations are printed out and mailed on a daily basis
- The ability to handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations
- The ability to create and maintain individual rate codes for each negotiated account as established by the Sales Department
- The ability to establish and maintain the rate code conversion tables between PMS and WRO system
- The ability to ensure all reservations staff /WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests
- The ability to attend and contribute to the yield management meetings held with the Sales and Marketing Department
- The ability to conduct regular Reservations Departmental Meetings
- The ability to coordinate and assist in an annual Reservations Sales Training Program
- The ability to develop and mentor the reservations staff for future advancement
- The ability to handle guest complaints keeping senior management well informed of any problems and action taken
- The ability to establish relationships with other Reservations Managers in the city as well as in Four Seasons
- The ability to maintain favorable working relationships among employees to promote maximum morale, productivity and efficiency
- The ability to oversee and execute all CIS duties
- The ability to respond properly in any hotel emergency or safety situation
- The ability to complete any project assigned by management
14
Core / Reservations Manager Resume Examples & Samples
- To interview and select staff, liaising with the Director of Human Resources and to present likely candidates to the Director of Sales and Marketing
- To develop systems and work procedures for new policies and recommend any improvements to the Director of Sales and Marketing
- To act upon any deviation from the set standard of performance and job description by any member of staff, providing appraisals and further training and taking disciplinary action if necessary
- To deal with any complaints in the area of his or her responsibility, to investigate all pertinent details, to report findings to management and to take the necessary steps to avoid a re-occurrence
- To maintain maximum occupancy within the hotel, avoiding overbooked situations and maintaining the correct guest mix
- To control the free sale of all representatives to the Hotel’s best advantage regarding the amount of reservations that are commissionable
- To co-ordinate all group bookings, working closely with the Director of Sales and Marketing and Sales Department
- To control corporate and executive office allocation, increasing and decreasing it whenever necessary
- To be aware of all major events throughout the coming year which may affect any new projects or changes within the hotel
- To check each days arrival list one week in advance to ensure all reservations are secure and reconfirm where necessary. To check them again two days in advance to ensure, reconfirm where necessary and ensure all are properly filed
- To work closely with the Front Office Manager in connection with future availability, budgets and weekly forecasts
- To attend all departmental meetings, to chair the Front Office Meeting from time to time and to hold additional briefings as required
- To comply with all core and culture standards personally and within the department
- To perform other duties and projects as directed by Senior Management To prepare the weekly room forecast and assist in the preparation of the annual budget To assist and oversee groups and the Groups Co-ordinator as needed. The ability to ensure all reservations staff and WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests
- Direct reservations and revenue management activities of the hotel to achieve budgeted goals; understanding and applying the principles of occupancy and rate to achieve maximum yield
- To assist in the preparation of the annual budget
- The ability to monitor no show collection with Front Office and Accounting departments
- To prepare, lead and conduct the weekly yield meeting
- To prepare and participate in the weekly OPS meeting, and updating the weekly forecast accordingly
15
Reservations Manager Resume Examples & Samples
- Ability to prioritize and organize work assignments; delegate responsibilities effectively
- Ability to lead and direct performance of departmental associates and follow through with corrections where needed
- Ability to effectively sell the property
- Ability to read and interpret relevant reports and other sources of data
- Ability to effectively measure department performance and devise action steps to achieve financial or other objectives
- Ability to effectively motivate department associates and reach/exceed departmental goals
- Ability to effectively interact and respond to all levels of associates within the hotel in a calm objective manner
- 3 years previous associate management experience
16
Reservations Manager Resume Examples & Samples
- Advanced computer knowledge including but not limited to MS Office, IDEAS, Opera, Travelclick and Delphi
- 2 years of hotel management experience preferably a hotel reservations department
- Bachelor’s degree in hospitality administration or similar concentration
- Ability to analyze financial statements, revenue reports and market data
- Be rewarded with market-leading pay and a comprehensive benefit plan
- Receive a complimentary meal when at work in our employee restaurant, the Sound Café
17
Assistant Reservations Manager Resume Examples & Samples
- Assist in the day-to-day operations of the Reservations Department
- Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
- Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
- Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximise revenue
- Produce quotations and written confirmation to all clients
- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
- Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
- Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate; and Reservations policies and procedures are followed to ensure Guest satisfaction
- Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
- Assist in the recruiting, managing, training and developing of the Reservation team
- Good organisational and administration skills
- Confident telephone manner
- Previous experience in the Reservations/Sales function within the hotel/leisure sector
- Relevant degree or other qualification in a business discipline
18
Reservations Manager Resume Examples & Samples
- Has a minimum of 3 years leadership experience in Hotel reservations, preferably in luxury hospitality sector
- Has demonstrated skills in conducting vigilant and appropriate yield management and
- Can actively contribute towards revenue generation through effective management of the reservations department and system
- Has excellent communication & presentation skills in ensuring effective communication within the Sales & Marketing function on promotional activities within the hotel, including food & beverage activities and in-room promotions to assist in achieving/ exceeding Hotel's revenue goals
19
Reservations Manager Resume Examples & Samples
- Experience in working with Opera and HotSoS
- One to two years of luxury Hotel Rooms experience is preferred
- Strong guest service experience
- Ability to work well and maintain organization in a fast paced environment
- Excellent ability to read and speak and write English
- College education or equivalent experience
20
Reservations Manager Resume Examples & Samples
- Managing Velvet Team, Reservations/Call Center
- 3rd Party Authorization Functions/Routing
- Scrubbing Reservations
- Email management – Info & Reservations
- Other booking channels. LEO, Expedia, Booking.com, All OTA’s etc
- Having knowledge of entire Reservation Procedure according to the Knickerbocker, Highgate and Leading Hotels of the World procedure
- Responsible for Hotel and Local Reservations and Reservation - Links to LEO, OTA’s, Delphi and alike
- Handling of correspondences, ex. fax, and emails and ensure that these are logged into the system and discuss with Front Office Manager/Sales
- Allocate daily tasks to Reservations staff (Zephyr)
- Review reservation booked daily
- Responsible for recording Company/Travel Agent Rates both in system and correspondence file
- Able to review Zephyr reports with reservations conversion and tune into the Zephyr call portal to review the reservation calls in the absence of the Director of Front Office
- Identify Top Producing Accounts ensure proper recognition by Reservation staff
- Monitoring Telephone Manner and general performance of reservations staff daily
- Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action
- Respond to all guests’ requests, problems, complaints through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
- Working with Director of Front Office with oversell plan
- Monitor room inventory including ‘out of order’ rooms
- Conduct daily departmental pre-shift call with Zephyr
- Handle all rates, packages and promotions currently offered working with Director of Revenue and Sales and Marketing
- Ensure team remains focused on their role in contributing to the guest experience and audit scores
- Ensures all LQA standards are met
- Log all absenteeism and associate lateness, manage and assist with Payroll processing done on a daily basis
- Ensure energy conservation and prudent use of all equipment
- Participate in room inspection programs. Manage and review VIP requests in the absence of the Guest Relations Manager
- Attend and facilitate monthly departmental meetings
- Assist Director of Front Office in preparing team members’ performance reviews of Zephyr staff
- Perform any other duties as assigned by Director of Front Office/Upper Management
- Manage commissions
- Sales point of contact
- General Rate Loading & Auditing
- GDS Rate Loading & Auditing
- Building and attaching corporate profiles
- Running production and other reservation-related reports and distributing
- Monitoring forecasts and communicating
- Receiving, filing and processing group turnovers, FIT & Corporate Turnovers etc
- Imputing Reservations that come via FAX or direct (I.e. FIT Reservations, Booking.com, etc.)
- Imputing Group Blocks
- Managing Group Blocks
- General point of contact for clients
- Customer Service for guests wanting to make changes to their reservations
- Getting updated rooming lists
- Being well versed in Delphi to update guest room pick up
- Attendance to pick up meetings
- Handing VIP requests
- Adding Special Service codes for special requests
- Flagging VIP reservations
- Blocking suites or requested room types
- Allocate daily tasks to Reservations staff
- Liaising with central reservations to communicate new rate plans and promotions
- Liaising with travel agents, the revenue manager and the rooms division manager
- To ensure that billing and credit agreements are managed and controlled
- Monitoring and charging No-Shows
- A 4-year college degree and at least 1 year of related luxury hotel experience
- Must be proficient in Windows, Word, Excel, PowerPoint. Opera PMS
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
- Ability to stand during entire shift
- Must be able to effectively communicate both verbally and written, with all level of associates and guests in an attentive, friendly, courteous and service oriented manner
- Must be effective at listening to, understanding, and clarifying concerns raised by guests and associates
- Approach all encounters with guests and associates in an attentive, friendly, courteous and service-oriented manner
- Able to write glitches, follow up and communicate effectively ensuring all situations are owned and glitches are resolved and closed
- Maintain high standards of personal appearance and grooming
- Knowledge of CBA (Collective Bargaining Agreement) and union experience
21
Reservations Manager Resume Examples & Samples
- Must have extensive experience with customer service
- 2+ years Hotel Reservations experience preferred
- Knowledge of Hyatt's reservation systems and procedures preferred
22
Reservations Manager Resume Examples & Samples
- Maximise occupancy levels by controlling and managing inventory
- Work with the Sales and Events Teams to maximise group rates
- Manage CONV/SMRF bookings
- Management of Groups Strategy in cooperation with GCE Manager
- Cooperation with GT desks
- Reporting to be accurate and in a timely manner
- Ensure accurate group allocations in Delphi/OnQ
- SRP quality control for all SRP blocks in both QnQ PM/OnQ R&I
23
Reservations Manager Resume Examples & Samples
- Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team,
- Transforms a request for information into a potential reservation as soon as there is an opportunity,
- Presents the brand and/or Group's loyalty programme to customers; adapts the sales pitch to each customer,
- Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior,
- Handles reservations by applying the various step-by-step processes defined by the brand,
- Enters reservation details precisely and correctly,
- Ensures that information is passed on to the people concerned,
- Confirms the reservation; takes care over written communications ,
- Possible participation in duty manager rostas,
- Positive,
- Guest oriented and service minded,
- Sales acumen,
- Good listening and communication skills,
- Self confidence,
- Ability to work under pressure,
- Responsiveness,
- A natural team leader
24
Assistant Reservations Manager Resume Examples & Samples
- To act as Reservations Manager in his/her absence and to support the Reservations team in achieving departmental objectives (i.e. Colleague Engagement, JDPower, Reservations Accuracy, RevPar)
- Leads the Reservations Colleagues ensuring proper hiring, training and scheduling
- To supervise colleagues within the department ensuring that standards and policies of service are maintained
- Conducts valuable performance reviews and provides on-going feedback to Reservations Colleagues while providing opportunities for learning and development
- Attend Pre-Convention and Revenue Management meetings as required
- Find opportunities to exceed our guests expectations, ensure the “right guest is in the right room”, and enable our front line colleagues to deliver exceptional service during our guests stay
- To be actively involved in hotel and inter-department committees as required
- The scheduling of all reservation agents covering all shifts, and achieving
- Self motivated and able to make decisions in an unsupervised setting
- Able to work well under pressure and take initiative
- Must be well organized and have excellent written and oral communication skills
- Knowledge of Property Manager, CRS, Microsoft Word and Excel
- Strong team player with excellent leadership skills
- Previous Reservations and/or leadership experience is required
25
Reservations Manager Resume Examples & Samples
- Overall responsibility of Group, Tour and Leisure segments
- Provide leadership to the Reservations Assistant Manager (Groups) and the Tour Manager
- Ensure completion of “Reservations Made Yesterday” review to maximize accuracy of reservations
- Maximize revenues by ensuring all reservation staff has a high degree of knowledge of room product and hotel services
- Daily review of sell direction and inventory to maximize revenues and guest experience
- Responsible for ensuring all group information is correctly & promptly loaded in MFR and that inventory is maintained so that the group is available for sale by our Global Reservations Centre (GRC)
- Participate in the development of Revenue Management strategies
- Monitor group cut off dates, collect rooming lists or letters of guarantees and liaise closely with the Conference Services Managers to ensure this information is collected in a timely manner
- Ensure Sales & Catering (S&C), My Fairmont Reservations (MFR) and Property Manager (PM) inventory is balanced
- Responsible for effective communication between GRC and hotel. Become the property champion for GRC
- Ensure all group bookings are set up correctly in PM/MFR
- Liaise with Leisure Sales Managers/PR to ensure Fairmont.com and Sellweb data is current
- Management of tour space including the timely entering of contracted space into PMS, follow up with tour companies on anticipated pick up and subsequent netting in PMS
- Responsible for reviewing the cancellation report and ensuring that all cancellation / no-show revenue is processed in a timely manor
- Responsible for creating and the distribution of the daily reports with a summary explaining all variances
- Responsible for the data entry of the Smith Travel Research (STR) Data on a daily/weekly basis
- Produce a Leisure Rate code production report on a weekly basis
- Communicating / Roll-out of all new Leisure promotions to both Reservation and Operational teams; updating Sellweb/Lanyon with promotion/property details
- Ensure that all sell strategies agreed upon by the Revenue Management team are communicated to the Conference Services, Reservations, and Front Office teams
- Monitor call conversion, abandonment and manage payroll accordingly
- Responsible for creation of department /individual incentives programs
- Assist Director of Revenue Management with preparation for weekly Revenue Management meeting and month end commentary and budget preparation
- Strong working knowledge of Property Manager, My Fairmont Reservations, IDeaS, EZ Yield, Sellweb-c3 / Lanyon
- Working knowledge of Microsoft Word, Outlook and Excel, an asset
- Must display strong analytical, organizational and administrative skills to be able to deal with multiple priorities simultaneously
- Must be flexible with the ability to sustain a high level of productivity and efficiency at all times
- Hospitality degree/diploma an asset
- Minimum 1 year experience as a Department Head
- Previous 3 years in a supervisory/management role
- 3 years of hotel experience, preferably within Reservations, Revenue or Front office
- Strong understanding of the hotel industry, business level and volume associated to each segment
- Excellent written and verbal skills required
- Energetic, creative and professional
- Solutions-orientated, strong interpersonal skills and problem solving techniques
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Reservations Manager Resume Examples & Samples
- Ensure smooth running of the day to day operations for the Reservations Department
- Demonstrate understanding of online distribution and rate yielding
- Maintain the reservations system by recording reservations
- Process amendments to reservations such as extensions, early departures
- Process special billing arrangements for groups and conventions
- Recommend and implement actions and ideas to boost hotel's room revenue
- Monitor reservation levels and inform Managers of current and future occupancy rates
- Prepare reservation sales reports and other reports to travel agents and business partners as requested and supervise and train team members to provide exceptional customer service at all times
- Understand the booking channels and identify areas in which need improvement
- Provide training support and guidance to the Reservations Department
- Willingness to assist in other departments as and when required
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Reservations Manager Resume Examples & Samples
- Manage and coordinate all Group and Individual reservations
- Direct report for Reservation Agents including day to day Sales training, management of action plans, annual Goals and Development assessments, monthly and quarterly action step development, communication effort
- Jointly responsible with Sales team in increasing REVPAR market share
- Responsible to maintain current content in Sellweb and GDS and communicate new information to reservations center
- In conjunction with the Director of Revenue; record, maintain and assist with analysis of current/historical/statistical data ensuring monthly build, pace, denials and regrets, and call volumes are tracked, and strategies adjusted accordingly
- Assist in the daily review of Hotel Rate/Occupancy/RevPAR performance with focus on improving overall performance
- Work with DOSM and DRM to ensure smooth execution of Internet Merchant Model strategy, and parity monitoring through third party distribution channels
- Oversee Revenue related duties and reporting in the DRM/RM absence as point of contact for all stakeholders, including the Revenue Maximization Team
- Provide coverage to Revenue Management team as assigned to prepare daily/weekly Revenue Management reports including and Demand Analysis Strategy, pace and inventory
- Prepare weekly Reservations reports and Revenue Management reports as assigned
- Must be able to convey information and ideas clearly
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
- Must have the ability to assimilate complex information, date, etc. from disparate sources and consider, adjust, or modify to meet the constraints of a particular need
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests
- Must be able to work with and understand financial information and data, and basic arithmetic functions
- Must understand selling strategies of all distribution channels
- Working knowledge of CRO, all GDS, property PMS and Opera Sales and Catering is helpful
- Complete understanding of pricing and yielding policies, sales and marketing promotions and sales SOP's preferred
- Understanding of related expenses preferred
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Reservations Manager Resume Examples & Samples
- Maximize room revenue and occupancy by reviewing status daily. Monitor selling status of house daily, such as: flash report, allowances, etc
- Attend daily and weekly Revenue Strategy meetings
- Follows the Revenue Strategy program according to SOP
- Review arrivals report and daily flash report to ensure accuracy
- Be completely competent in all PMS functions used by Reservations
- Monitor competitors for occupancy and rate, and recommend changes based on findings
- Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers
- Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts
- Ensure timely processing of travel agent checks
- Control suite inventory
- Maintain rate integrity program
- Make weekly test calls according to hotel standards
- Be knowledgeable about the uses and functions of, GDS FTCRS and OPERA
- Ensure that Forecast is completed on a timely basis, according to SOP's
- Assist in preparation of monthly revenue and occupancy forecasting
- Know the hotel’s rate quoting standards
- Complete weekly work schedule for reservation sales agents according to business forecast, payroll budget guidelines and productivity requirements
- Process/correct daily payroll sheets
- Follow and enforce all hotel credit policies
- Understand and follow Revenue Strategy restrictions
- Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs
- Update group information daily. Maintain and be familiar with future group blocks
- Communicate availability/close outs to wholesalers
- Maintain required pars of all Reservations and stationary supplies
- Review Reservations log book and Guest Request log on a daily basis
- Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc
- A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field required
- Must be proficient in Windows and company approved spreadsheets and word processing
- Flexible and long hours sometimes required
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
- Must be able to cross-train in other hotel related areas
- Must be able to show initiative, including anticipating guest or operational needs
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Reservations Manager Resume Examples & Samples
- Three years previous significant experience in Rooms division or Sales & Marketing
- Experience as Reservations Manager or Assistant Reservations Manager
- Previous training in computers (Opera especially helpful)
- Fluent English (written, spoken and reading), proficiency in another language helpful. Pleasant telephone voice and manner required
- Work quickly in a high-pressure environment and ability to handle stress
- Select and train reservations staff, discipline and recommend termination as necessary, and conduct performance appraisals
- Schedule staff according to budgeted guidelines, while ensuring maximum service to guests
- Compete all necessary payroll records and labor forecasts
- Control rooms and rate availability in accordance with established guidelines to maximize occupancy and revenue
- Work with the Sales Department in handling group bookings, maintaining files, tracing cut-off dates, following up on special instructions, etc
- Control all suite reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests
- Ensure that all reservations confirmations are printed out and mailed on a daily basis
- Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations
- Ensure all reservations staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guests requests
- Compile and publish a monthly analysis/report summarizing the month’s reservation activity
- Handle guest complaints keeping senior management well informed of any problems and action taken
- Display a high level of integrity and professionalism at all times in dealings with guests and employees
- Complete and project assigned by the Rooms Division Manager or Director of Marketing
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Reservations Manager Resume Examples & Samples
- Responsible for ensuring all reservation colleague concerns are addressed on a timely manner
- Ensuring daily tasks and checklists for all reservation colleagues are completed
- Select, train and evaluate the performance of all reservation staff
- Conduct all performance reviews on time
- Responsible for the creation of department and individual incentive programs
- Responsible for ensuring all departments CES and GSE goals are met and/ or exceeded
- Provide leadership, motivation, training and support to the Reservations Department including Reservation Sales Agents, Receptionist, Cashier and Group Rooms Coordinator
- Ensure the maintenance of the training manual for the Reservations Department
- Conduct monthly department meetings and daily briefings
- Ensure all Reservation Sales Agents are well trained and informed of all rates, promotions and corporate programs such as Reservations Plus and Fairmont President’s Club
- Maintain a close and effective working relationship with all supporting departments
- Load all rates and packages in all applicable Distribution Channels
- Conduct regular audits of GRC, GDS, Third Party Sites, Property Manager, MFR (CRS) and Sellweb to ensure accuracy in rates, packages, promotions and availability
- Review and update OTA’s on a daily basis
- Updating and maintaining the hotel revenue management system in line with trends identified to maximize revenue for the property
- Assist with the weekly and monthly demand and inventory management to drive revenue for the property
- Ensure the accuracy of TA commissions both actual and forecasted
- Participate in weekly revenue management meetings and report preparation
- Assist with ensuring all Sell Level changes and revenue strategies are administered in MFR/PM
- Scheduling of the reservations staff in accordance with business demands while adhering to the payroll budget
- Ensuring vacation entitlement for the department is scheduled within the year
- Ensure all group bookings in the MFR/PM are set up correctly and promptly loaded into MFR/PM and that inventory is maintained so that the group is available for sale by GRC
- Assist in the preparation and present weekly analytical reports
- Play an active role in the strategic plan, marketing plan and budgeting process
- Proven leadership, organizational and guest service skills
- Previous experience within group and tour markets preferred
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Assistant Reservations Manager Resume Examples & Samples
- Educate customers/accounts on Sales Transformation organization in Jumeirah Vittaveli
- Ability to sell and upsell and close sales
- Maintains constant communication with other team members in the department and throughout the hotel as necessary
- Knows how and when to impose deadlines and delegate tasks
- Demonstrates self-confidence, energy, enthusiasm, and leadership by example
- Has effective public speaking and presentation skills; presents ideas, expectations, and information in a concise, well organized manner
- Uses problem solving methodology for decision making / follow-up
- Has personal integrity, manages time well and is highly visible in areas of responsibility
- Serves as point of contact for customers, hotel and Rooms department . Ensure pricing/selling strategies are followed
- Be able to discuss, plan, finalize, and communicate rooms, food and beverage options with customer
- Suggests positive alternatives and ensures that business booked is within Resort parameters
- Works closely with Revenue Manager and Sales department, Front Office and Airport Representative to facilitate customer bookings
- Understanding and achievement of service and hotel goals
- Develop and maintain all lead, tentative booking files
- Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette
- Minimum of 02 years work experience for a luxury hotel / resort
- Experience working in Island environment- preferred
- Experience in working in a resort style operation
- High level of written and verbal business English
- Proficient in Microsoft applications desirable
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Assistant Reservations Manager Resume Examples & Samples
- Strong interpersonal, sales, customer-focus, oral and written communication skills
- Stringent attention to detail
- Computer proficiency with working knowledge of reservation, support, and property management reservation systems, (e.g Property Management Systems, SynXis, Sabre, Office 365...Phone system, Time Management System ) including the relevant reporting functionality
- Ability to manage multiple project and accomplish tasks by established deadlines and demonstrate discipline in using time-management tools and techniques
- Proficient use of Microsoft Excel,Word, and Microsoft Project
- Guest recovery and customer service training
- Strong critical thinking and strategic thinking skills
- Property knowledge
- Knowledge and use of P&L, auditing and reporting processes
- Effectively interpreting and understanding client’s requirements
- Ability to evaluate problems and identify a unique approach to manage the project
- Ability to deal with conflicts in a cross functional environment
- Professional appearance & demeanor and ability to maintain a neat, highly-organized work environment
- Associate's Degree or equivalent amount of time and experience in management position
- 2 years supervisory or management experience required
- 2 years hospitality or hotel management experience preferred
- 2 years Springer Miller Systems experience preferred
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Reservations Manager Resume Examples & Samples
- To ensure the hotel meets revenue targets
- Organizing & managing room reservation activities
- To generate new business for the hotel & being aware of selling all services
- Analyzing daily pick-up, forecast trends and devising marketing & revenue management strategies under the guidance of the Revenue Manager
- To actively seek all sales and revenue opportunities both internal and external to increase the profile of the hotel
- To work along with the Sales & Events teams to maximise occupancy of rooms, drive business & increase market performance
- To develop strong working relationships with all guests & clients in order to maximise sales opportunities and generate business for the future
- Maintain high level of knowledge about our competition and their product offerings
- To understand the construction of Budgets & Forecasts and how to influence profit and loss results
- Control room inventory to maximize revenue and ensure smooth operation of the reservation department
- Maintain and manage hotels PMS and ensure that accurate information and data are entered by the reservation team
- Maintaining proper balance between the hotel’s online system & Property Management System, so that accurate availability is shown at all times
- Drive and increase hotel system performance and visibility as appropriate
- Ensuring compliance with occupational health & safety standards as per the company guidelines
- Reflecting the company’s environment friendly vision and encouraging & supporting team members on the Green Engage program
- Adhering to the PCI-DSS standards while handling sensitive credit card information
- Adhering to the Fire, Life, Safety rules & regulations & report any potential threats
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Reservations Manager Resume Examples & Samples
- An individual that takes ownership is passionate about creating memorable experiences for guests and likes to have fun!
- You will enjoy meeting new people, and have the ability to get potential guests excited about their booking, whether it is over the telephone or during a walk around the venue
- You will need to bring strong supervisory/junior management experience along with a solid reservations background and the ambition for career development in a reservations, sales and revenue management capacity
- Experience using the Opera PMS system and Excel is a must, whilst knowledge of Delphi and Ihotelier is beneficial
- You will also have a can do attitude with excellent communication skills and ideally wanting to grow within Merlin to further your career
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Reservations Manager Resume Examples & Samples
- Ensure all reservation enquires are professionally, and promptly handled and that there is no loss of business
- Conduct training to existing and new agents in the team to maintain and improve reservation selling skills
- Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction
- Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings
- Track calls using standard call conversion sheets and report results daily, weekly and monthly
- Set and amend selling strategies across all channels, and segments as directed by the direct report as applicable per property level
- Run reports as required by Hotel and company standards; assist the Director of Revenue Management or other direct report, to maintain, make change in the Reservation/Property Management/Revenue Management system (if applicable) at property level as required
- Maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed with in 24 hours, no show charges are validated and sent to Finance for posting, filing system is maintained, and new ones set up; fax machine is checked and correspondence is placed in the applicable place(s)
- Conduct annual reviews, recommend appropriate succession plan for Employee(s) development in order to ensure the sustainability of the reservation department; provide suggestion for improvement, and identify barriers to its success, and ways to overcome these
- Monitor and report results of any incentive programs in place; responsible to make sure integrity of the program is maintained, and that all requirements are followed
- Degree/Diploma in Training and Development or Hotel Management
- Working knowledge of Opera, Microsoft Office
- Minimum 3 years experience in Hotel or Resort
- Luxury hotel or resort background preferred
- Understands the local culture and have worked in the region
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Reservations Manager Resume Examples & Samples
- Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
- Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events
- Serve as liaison with Reservations teams company-wide
- Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward
- Calculate, prepare and generate designated reports, including, but not limited to OAR and Master Monthly
- Develop and revise forecasts
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Assistant Reservations Manager Resume Examples & Samples
- Responsible for leading the Room Reservations Team, ensure fully engaged employees, service excellence and profit leadership
- Helps meet the department's quantitative and qualitative targets
- Implements the brand and Group projects and identity features
- Deals swiftly, efficiently and sensitively to guest requests and complaints that cannot be settled directly by team members and follows through
- Ensures that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR
- Encourages team to maximize upselling and offer appropriate room category for the guest; ensure the guest receives the accommodation he / she is expecting
- Ensures the Group's loyalty program (Le Club) is promoted to the guests
- Motivates and drives the team to attain the department's targets
- Is responsive in implementing the sales priorities for the day, as initiated by the Front Office Manager / Revenue Director
- Ensures that departmental procedures are respected and in line with the audit guidelines
- Ensures room reservation requests, changes and cancellation received via telephone, fax, email and/or in person in an accurate, complete and timely manner
- Full comprehension of all areas of Room Reservations (including FIT, Groups and ERS)
- Ensures proper guest incident handling. Takes proactive measures to eliminate re-occurring incidents
- Ensures that the team has a complete and comprehensive product knowledge in relation to guest rooms, meeting & event facilities, F&B outlets, other facilities and services of the hotel, packages, promotions and programs
- Helps update dashboard charts (revenue, occupancy rates, average room rates, activity forecasts, roster planning, etc.)
- Responsible for the stock of all items necessary for the correct functioning of the department and the use of such items in accordance with the budget
38
Reservations Manager Resume Examples & Samples
- Knowledge of detailed procedures in handling room booking and co-ordinate all reservations input
- Work with front office closely to make sure our guests are served with detailed attention
- Give current update on reservation trends and forecasts for current and future dates
- Assist Director of Sales & Marketing in monthly occupancy forecast
- Keep updating all sales promotional programs and well get our guests informed by proper training of telephone selling skills
- Monitor guest service personnel constantly, ensuring that all times maximum guest satisfaction is being achieved through recognition and prompt cordial attention
- Provide trainings to the team and make them be motivated
39
Reservations Manager Resume Examples & Samples
- You’ll be warm, friendly and engaging
- You should be organised and business-minded
- You must be a great team player
40
Reservations Manager Resume Examples & Samples
- Manage the group and individual reservations processes
- Maximize revenues by ensuring Global Reservation Centre colleagues are knowledgeable in room product and hotel services
- Previous Reservations Department experience required
41
F&B Reservations Manager Resume Examples & Samples
- Contribute to our work environment with a positive and friendly attitude
- Monitor, supervise and train F&B Reservationists in maintaining and delivering high levels of standards
- Supervise day to day running of the F&B reservation department ensuring that the work load is fairly distributed and completed in a timely and professional manner
- Maximize F&B revenue through the conversion of telephone calls into sales
- Handle customer queries and complaints relating to F&B reservations
- Field inquiries for F&B reservations and convert as many of these calls as possible into confirmed reservations
- Listen and communicate effectively and use selling strategies to close sales
- Update guest history records, company records on a regular basis
- Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
- Minimum of 2-3 years of experience in a luxury environment in similar role
- College degree preferably specializing in hotel management
- A working knowledge of hotel operations, especially the F&B Division
- Excellent organizational/administrative skills
- Reading, writing and oral fluency in both the Korean & English language (Chinese is also preferred)
- Courteous & efficient telephone manner
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Reservations Manager Resume Examples & Samples
- To select, train and evaluate the performance of all reservation colleagues
- Ensuring daily checklists of all staff are completeResponsible for setting of individual and team objectives in accordanc with revenue/reservation/hotel goals
- Problem solving and coaching colleagues in situations to ensure that guest expectations are exceeded
- Attend pre-convention meetings as required
- Assist with compilation of group commissions on a monthly basis
- Maximize revenues by ensuring all reservation colleagues have a high degree of knowledge of room product and hotel services
- Creation & distribution of 14day forecast once a week
- Attending monthly department head meetings
- Assist with ensuring all Sell Level changes are administered in myRPMS, CRS and PMS systems
- Ensuring the day to day running of the reservation office
- Liaison between our Global Reservations Center and the Hotel
- Ensure reservation execution is in line with revenue management strategy
- Must have strong working knowledge of Property Manager, MyFairmont and Opera Sales and Catering, working knowledge of myRPMS
- Strong Communication and interpersonal skills
- Working knowledge of Word, Excel, and Outlook an asset
- Post-secondary education. Hospitality degree/diploma an asset
43
Reservations Manager Resume Examples & Samples
- To play a senior role within the hotel commercial team to develop and drive revenue strategies to optimise all available space through all distribution channels
- Ensure that sales and pricing strategies are based on commercial judgement through effective analysis and reporting
- Ensure professional and efficient utilization of all systems, in line with company best practices and standard operating procedures
- Ensure effective information gathering and analysis is conducted in order to identify and maximise on all possible opportunities and minimise any risks
- Ensure that relevant hotel and above-hotel commercial team members are actively engaged in all revenue decisions by maintaining regular communication to effectively implement, drive and review strategies and controls
- Integrate with other functions to ensure we exceed our customer’s and owner’s expectations
- Manage and lead the relationship between Hotel and Area Revenue Manager
44
Reservations Manager Resume Examples & Samples
- Manage admission revenue streams and distribution strategy of the GSH and manage day to day yield operations
- Drive and implement admission revenue generating plans and provide analysis of rate reports and the production of policy relating to rate strategy
- Preparation of weekly and monthly reports. Provide weekly / monthly dynamic forecast of expected results, variances and budget comparisons and report with recommendations to improve long term strategies
- Capacity Management
- Manage and oversee strategy for all 3rd party distribution - to include Tour operator groups, leisure groups and OTA’s
- Evaluate performance of distribution partners and contracted rates
- Online growth – working with Sales, Marketing and Digital manager to maximize growth strategies
- Ensure website booking process is maintained up to date and functional
- Ensure maximum occupancy is achieved on high demand dates
- Create and maintain a 12 month rolling demand calendar
- People
- Management of reservations department and all staff
- Working closely with, admissions, operations and digital on capacity objectives
- Ensure all reservations and operations teams are fully competent in the use of all systems
- Key business partner with Seasons to manage and coordinate event calendar with overall business
- You will have 2-3 years’ experience as a Reservations Manager in either the hospitality or tourism industry, and be able to display commercial acumen and revenue generation experience
- This is a pivotal role that would suit a people person with a strong administrative and customer service background along with good analytical problem solving ability
- Strong knowledge of market trends and booking patterns sound and astute knowledge of the industry
- Excellent communications skills – with the ability to form and manage relationships with key stakeholders
- Advanced computation skills – e.g. excel, diary management system
- Above all you must be flexible and enjoy a challenge!
45
Royal Service / Reservations Manager Resume Examples & Samples
- Ability to communicate intelligently and effectively in person and over the phone
- Communicate well with other departments; Speak using clear and professional language
- Develop and maintain positive working relationships with others
- Listen and respond appropriately to employee concerns and questions. Address issues as they arise
- Define expectations, provide feedback, holding team accountable and showing appreciation
- Train, schedule, counsel, motivate and coach employees. Support team to reach common goals
- Outgoing personality, comfortable approaching new people
- Ensure uniform and personal appearances are clean and professional
- Report all accidents, injuries, and unsafe work conditions to the Department Manager
- Knowledgeable of any ongoing or upcoming activities or events within the hotel and destination
- Welcome and acknowledge all guests, anticipate and address guests’ needs
- Work closely with various departments to achieve successful group pre-arrival throughout stay to group’s departure
- Provide continued onsite housing support throughout group stay
- Provide excellent service and hospitality following the brand guidelines to both internal and external customers
- Process reservation requests, changes, and cancellations received by phone, fax, mail, or email
- Set-up proper billing according to accounting policies
- Knowledge of Passkey, Opera, and CRS Reservation Operating systems
- Work with Passkey to resolve interface issues to include accurate room pickup, duplicates, and weekly audits
- Research and resolve group reservation conflicts, questions, and requests
- Collaborate with Sales, Conference Planning, Revenue and Rooms
- Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
- Troubleshoot, resolve, and document group issues and concerns and make proactive changes to process for future
- Review all Group Resumes
- Manage payroll. Run report every two weeks. Agents to sign off on pay discrepancy
- Access ADP and update any swipe changes
- Newspaper Order: AZ Republic / NY Times
- Sign off Daily No-Show Report
- View daily and process Credit Card Authorization Forms
- Answer any questions that GRC or Reservation Agents may have
- Wholesale Reservations
- Hire, Interview, and provide yearly reviews
- Previous experience in a 5 Diamond Hotel is an asset
- 3 year previous experience in a Royal Service/Group Housing Department
- Effectively prioritize and execute tasks, demands and timelines
- Critical thinker and problem solver
46
Reservations Manager Resume Examples & Samples
- Lead and manage all aspects of the Reservations department and ensure all service and sales standards are followed
- Responsible for revenue generating, goal setting and all activities related to Reservations for The Plaza
- Responsible to maintain current content in Sellweb and GDS and communicate new information to GRC
- Maintain close liaison with the Sales, Conference, Accounting and GRC teams
- In conjunction with the Director of Revenue and Revenue Manager; record, maintain and assist with analysis of current/historical/statistical data ensuring monthly build, pace, denials and regrets, and call volumes are tracked, and strategies adjusted accordingly
- Provide coverage to Revenue Management team as assigned to prepare daily/weekly Revenue Management reports including and Demand Analysis Strategy (DAS), pace and inventory
- Prepare weekly Reservations reports and Revenue Management reports as assigned including: 14-Day Forecast, RateView reports, DAS and others as required
- Work with DOSM, DRM and RM to ensure smooth execution of Internet Merchant Model strategy, and parity monitoring through third party distribution channels
- Follow department policies, procedures, service and sales standards
- Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of a particular need
- Complete understanding of pricing and yielding policies, sales and marketing promotions and sales SOP’s preferred
47
Reservations Manager Resume Examples & Samples
- Coordinate all operations of the Reservations Department including recruitment, scheduling, training and employee development
- Responsible to ensure that the Reservation Department’s One Voice goals are met and exceeded
- Responsible for establishing individual and team objectives in accordance with revenue/reservation/hotel goals
- Problem solving and coaching staff in situations to ensure that guest expectations are met
- Ensure budget is adhered to relating to the areas of payroll, AV and office supplies
- Monitor & address inventory variances, managing issues when they arise
- Manage wholesale inventory and allotment blocks based on historical pace and pick up information
- Create and distribute weekly 14 Day Forecast for Operating Departments
- Attend and participate in Front Office communication meetings, Revmax and Sales meetings
- Works closely with both the Area Director of Revenue Management & Sales Team in order to maximize revenues
- Participate in package development and implementation
- Build and update rates and packages in Hotel systems
- Conduct regular audits of Hotel systems and advertising tools ensuring accuracy of rates, package information and availability
- Hotel liaison between reservations and our Global Reservation Center
- Strong leadership, team and communication skills are essential
- Previous Front Office and/or Reservation experience is an asset
- Excellent understanding of reservation systems and how they interact with property management systems
- Highly detail oriented, exceptional organizational skills and able to handle multi priorities in a fast paced environment
- Comfortable working with various Microsoft Office applications; Word, Excel, PowerPoint
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Reservations Manager Resume Examples & Samples
- Ideally with a university degree or diploma in Hospitality or Tourism management
- Minimum 2 years work experience as Reservation Manager,
- Front Office Manager or Assistant Front Office Manager in larger operation
