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Reservation Manager oversees the reservations process, soliciting and managing of reservations sales-related opportunities by Managing and providing training and work assignments to Reservations Sales staff. Their goal—maximize occupancy and revenue—is achieved via actively up-selling each business opportunity; at the same time, Reservation Managers ensure the needs of guests are being met and drive customer loyalty by delivering service excellence throughout each customer experience.
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<h2>Description</h2> <p>Reservation Manager oversees the reservations process, soliciting and managing of reservations sales-related opportunities by Managing and providing training and work assignments to Reservations Sales staff.</p> <p>Their goal—maximize occupancy and revenue—is achieved via actively up-selling each business opportunity; at the same time, Reservation Managers ensure the needs of guests are being met and drive customer loyalty by delivering service excellence throughout each customer experience.</p> <p>Reservation Managers must use a hands-on approach to lead and manage reservation staff to take reservations by phone, fax or emails. Reservation Managers also involved in hiring, training, and evaluating reservation staff, educating them about the hotel's reservations policies, procedures and computer systems and online reservation software used by the hotels.</p> <p>Finally, Reservation Managers work with directors of revenue management to control rates and availability. They forecast future occupancy by analyzing history data—reservations, cancellations, occupancy, no-shows, competitors' situation and whole business environment etc., and by using their experience as well.</p> <p><img alt="Opera Cloud" data-align="" data-entity-type="file" data-entity-uuid="insert-image-42ebf7f0-e950-4539-b1b1-d852a9451ffa" height="381" src="/sites/default/files/2019-06/Opera%20Cloud_1.jpg" width="600" /></p> <h2>Duties</h2> <p><strong>Understanding Markets & Maximizing Revenue</strong></p> <ul><li>Identifies new reservations sales business to achieve personal and property revenue goals.</li> <li>Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.</li> <li>Closes the best opportunities for the property based on market conditions and property needs.</li> <li>Monitors same day selling procedures to maximize room revenue and control property occupancy.</li> <li>Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.</li> </ul><p><strong>Conducting Daily Reservations Sales Activities</strong></p> <ul><li>Responds to incoming reservations sales opportunities for the property that are outside parameters of the Event Booking Center.</li> <li>Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.</li> <li>Uses sales resources and administrative/support staff effectively.</li> <li>Assists in monitoring group reservation forecast data.</li> <li>Coordinates with sales and Convention Services to process rooming lists and reservation cards.</li> <li>Works with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.</li> <li>Controls all suite reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests.</li> <li>Monitors commission payment with the Accounting department.</li> <li>Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).</li> <li>Assists with monitoring accuracy of reservation sales orders within tracking systems.</li> <li>Monitor no-show reservations and processes with Front Office and Accounting departments</li> <li>Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.</li> <li>Manages wait list and prioritizes order of wait list contacts to be made.</li> <li>Prepares work and maintenance orders.</li> <li>Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience.</li> <li>Services our customers in order to grow share of the account.</li> <li>Provides excellent customer service consistent with the daily service basics of the brand.</li> <li>Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.</li> <li>Sets a positive example for guest relations.</li> <li>Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.</li> <li>Prepares and distributes 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</li> <li>Handles and maintains accurate records on pick-up, cancellations, no-shows, and sources of reservations</li> <li>Creates and maintains individual rate codes for each negotiated account as established by Sales and Marketing Department</li> <li>Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.</li> <li>Handles guest complaints and disputes following the instant pacification procedures, keeping senior management well informed of any problems and action taken.</li> </ul><p><strong>Managing and Conducting Human Resource Activities </strong></p> <ul><li>Monitors reservations sales agents while on phone calls.</li> <li>Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.</li> <li>Ensures 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 guest requests</li> <li>Utilizes all available on the job training tools for employees.</li> <li>Conducts follow-up training sessions and provides timely feedback to reservations staff</li> <li>Develops and mentors the reservations staff for future advancement</li> <li>Establishes relationships with other Reservations Managers in the city as well as in his/her own group hotels.</li> <li>Maintains favorable working relationships among employees to promote maximum morale, productivity and efficiency</li> <li>Responds properly in any hotel emergency or safety situation</li> <li>Creates monthly labor scheduling for team.</li> <li>Attends and contributes to revenue strategy meetings held with Sales and Marketing Department</li> <li>Conducts regular Reservations Departmental Meetings</li> <li>Utilizes applicable intranet for resources and information.</li> <li>Creates contracts as required.</li> <li>Completes any project assigned by management</li> </ul><h2>Salaries</h2> <p>The national average salary for a Reservations Manager is $48,143 in United States estimated based on 83 salaries submitted anonymously to Glassdoor by Reservations Manager employees.</p> <p>Pay by Experience for a Reservations Manager has a positive trend. An entry-level Reservations Manager with less than 5 years of experience can expect to earn an average total compensation of $39,000 based on 113 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Reservations Manager with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $41,000 based on 76 salaries. An experienced Reservations Manager which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $45,000 based on 51 salaries. A Reservations Manager with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $52,000 based on 18 salaries.</p>
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