Hotel: 

Reservations Manager

Full time

Atrium SPIRIT - where teamwork, passion and appreciation ignite service excellence

Primary Purpose:

The primary purpose of the Reservation Manager is to provide excellent customer service while overseeing the reservation department ensuring that reservations are made, confirmed, edited, or canceled in a pleasant, professional and efficient manner by the reservation staff to create a positive impression and increase hotel revenues in all departments.

Work Performed:

The Reservations Manager will be tasked with the following duties, responsibilities, and assignments:

• Determines work procedures, prepares work schedules, and expedites workflow;
• Assigns duties to reservations associates and examines work for correctness, details, and conformance to policies and procedures;
• Monitors reservation personnel productivity and workflow while looking for opportunities to improve efficiency;
• Utilize revenue management polices to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue. Maximize upsell strategies for upgraded room types.
• Responds to guest feedback and complaints regarding the reservation experience;
• May perform the duties of reservation associates and supervisors to include by not limited to intake, edit, correction, and cancellation of guest hotel, outlet, and catering reservations.
• Oversee time keeping of reservation staff;
• Hire, train, counsel, discipline, and terminate employees;
• Run reports and analytics to measure against established goals relating to customer experience, quantity of reservations made, efficiency, and revenues among others assigned.  Regularly communicate analytics to property leadership;
• Attends all appropriate hotel leadership staff meetings, necessary training, and pre-convention informational meetings.
• Maintains confidentiality of proprietary information.  Protects company assets.
• Maintains cleanliness and excellent condition of equipment and work area; and

Any and all other work as required to complete the primary purpose of the position.

Qualifications:

Required Prior Experience:

Prior Customer Service Experience

Preferred Prior Experience:

Prior Hotel Front Desk, Reservation, or Sales Operation Supervisory Experience

Required Education:

High School Diploma or Equivalent

Preferred Education:

Some College

Required Technology:

Microsoft Office Suite

Ability to learn and confidently utilize GDS, TA, and OTA systems and processes as well as other integrated-related systems.  For example, Delphi and Five9

Travel:

0%

Physical:

Able to lift 10lbs regularly  

Able to bend and squat repeatedly  

Able to walk, stand, or sit for duration of scheduled shift 

Other:

Ability to Read, Speak, and Write Fluent English. Must be flexible to working days, early mornings, evenings, weekends and holidays as business demands

Competencies:

(39) ORGANIZING

Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

(15) CUSTOMER FOCUS

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

(51) PROBLEM SOLVING

Uses rigorous logic and methods to solve difficult problems with effective solutions; problems all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

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When you’re an Atrium Associate, you’re a part of a crucial workforce providing the ultimate ‘Home Away From Home’ for our guests. We know that it takes a lot of time and effort to provide these exceptional experiences, so we reward your efforts with a competitive compensation plan and other benefits and perks that allow you to offer your best to our guests. These benefits include:

• Daily Pay
• Significant Travel Discounts on Marriott and/or Hilton properties
• 401k Plans
• Medical Insurance
• Other property specific benefits

Plus, we make sure you can grow your career the way you want to through Internship programs, training and development and over 80 hotels that offer incredible opportunities for career driven associates.

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Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Atrium Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Atrium Hospitality brinda igualdad de oportunidades de empleo a todos los empleados y aplicantes de empleo y prohíbe la discriminación y el acoso de cualquier tipo sin distinción de raza, color, religión, edad, sexo, origen nacional, estado de discapacidad, genética, estado de veterano protegido, orientación sexual, género de identidad o expresión, o cualquier otra característica protegida por las leyes federales, estatales o locales. Esta política se aplica a todos los términos y condiciones de empleo, incluido el reclutamiento, la contratación, la colocación, la promoción, la terminación, el despido, el retiro, la transferencia, las licencias, la compensación y la capacitación.

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