Reservations Manager | Luxury Hotel | Beverly Hills

Forbes-rated luxury hotel property in Beverly Hills is seeking a polished and experienced Reservations Manager. The Reservations Manager is responsible for managing the Reservations team to ensure the department provides an outstanding luxurious service whilst driving conversion rates and maximizing revenue. The Reservations manager should have a sound understanding of Reservation processes and system and use initiative to make changes to strive for continuous improvement.

Job duties include, although are not limited to:

• Ensure strong communication within the Reservations, Support office and Operational teams
• Act as a second line of support for the Reservations Agents and Supervisor
• Lead projects allocated by Director of Reservations, ensuring projects are completed in a timely manner and regular updates are provided
• To handle guest and other departments complaints, DM log checks and queries in a mutually satisfactory manner for the guest and the company whilst adhering to departmental guidelines for handling such instances
• To establish procedures to ensure reservations sales agents offer the defined variety of rates and promotional packages to optimize conversion, whilst up selling
• Lead by example by handling calls, emails and chats when required
• Perform regular personalized and inspiring one to ones with the Team Leaders as outlined by the Director of Reservations
• Instill sound product knowledge and selling skills in the reservations team in order to increase room nights sold and call conversion factors to maximize revenue
• To ensure the reservations team follow the standardized input formats when making, amending and cancelling reservations, as well as follow defined SOPs required, for example, denials, profile management, commission, call & email logging etc
• Perform staff appraisals as and when required, identifying training needs to ensure that such needs are met within the overall training policy of the company. This should be aligned with robust performance management, succession planning and training plans
• Conduct first stage interviews with the HR recruitment manager
• Action daily/monthly reports and ad-hoc reports as requested by the Director of Reservations providing detailed analysis and present action plans to improve performance
• Regularly review the team schedule, hours of operation and shift structure to meet the demands of the business
• Present monthly targets to Director of Reservations
• Maintain Reservations systems (ResDiary, Opera, RezQueue, Open Table, Book A Table and Mitel) to ensure systems are utilized to enhance the Reservations experience and revenue potential
• Make sure Team Leaders are managing calls, emails and chat queues to ensure high value and complex enquires are escalated and service level agreements are exceeded
• Action and report monthly incentive payment trackers for the Head of Reservations
• Oversee that Reservations training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team, including Fam trips and external training
• Structure and present regular motivational team meetings
• Conduct competitor analysis to better understand strengths, weaknesses and development areas.

REQUIREMENTS:

• The position requires manual dexterity, grasping, writing, repetitive motion, bending and climbing
• Ability to work in a team-oriented environment, meet deadlines and interact effectively with all levels of team members
• Exceptional interpersonal, verbal and written communication skills
• Proficient in computer software including Word, Excel, Power Point, Opera, OpenTable and Book4Time.
• Have excellent people skills
• Self-starter and team player
• Performs all duties with integrity, accountability and creativity
• Minimum 5 years reservations experience required
• Have a customer service focused ethos and is passionate about delivery amazing luxury customer ‘experiences’
• Exceptional attention to detail
• Prolonged periods of sitting at a desk and working on a computer
• Has the ability to effectively prioritize and multitask on a daily basis with effective time management and organizational skills
• May be required to work varying schedules to reflect business needs of the hotel
• Will understand the importance of the Reservations Department and impact it has on the business as a whole
• Possible prolonged periods of standing
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic)
• Willingness to learn and support multiple areas of hotel with a focus on rooms, dining, spa and PBX.
• Must be able to lift 15 pounds at times
• Takes initiative and follows through on assignments in a timely manner

BENEFITS:

• Paid Time Off
• Paid Holidays
• Company matched 401(k) plan
• Company matched Health Savings Plan
• Flexible Spending
• Employee Assistance Program
• Colleague Referral Incentive program
• Medical/Dental/Vision Insurance
• Paid Sick Leave
• Colleague meals
• EOE
• Employee Recognition Programs
• Parking