Hotel Reservations Manager
Company: SAN MANUEL INDIAN BINGO & CASINO
Posted on: June 6, 2021
Under the direction of the Director of Hotel Operations, the
Hotel Reservations Manager is responsible for assisting with the
optimization of the Revenue Strategy of the hotel by ensuring a
quality reservation service to all guests, and partnering with the
Director of Revenue Management & Room Reservations on revenue
management strategies' application. The Hotel Reservations
Manager's areas of responsibility concentrate on both the guest
service and strategic sales practices of the Hotel Reservations
team members. The Hotel Reservations Manager is responsible for
upholding the highest of guest service standards, and consistently
delivering results that contribute to the overall success of the
hotel, to include improving enterprise revenues, improving business
effectiveness and efficiencies, and improving the value of the
hotel's products and services to its customers and clients. The
Hotel Reservations Manager is also responsible for guiding and
mentoring the Reservations Department team members, and assisting
with escalated Department and guest concerns.
Essential Duties & Responsibilities
Oversees and manages Reservations Department, including
onboarding, training and guidance of all Department team members.
Recruits, interviews and trains team members. Monitors and develops
team member performance to include, but not limited to, providing
supervision, scheduling, conducting counseling and evaluations and
delivering recognition and rewards. Participates in forecast and
budgeting process. Completes a full 30-60-90-day forecast and
monthly analysis of bookings and STR report. Participates in taking
reservations calls and provides sufficient coverage for the office
in the absence of Reservations agents.
Ensures processes of confirming guest reservations made by/ for
clients over phone, personally, internet or e-mail are operating at
the highest efficiency. Ensures all operational procedures
(invoicing of cancellations etc.), related to other departments are
carried out within deadlines to ensure optimal customer service.
Ensures excellent quality of service is provided to guests within
procedure timeframe. Provides a support service for daily delivery
of all loyalty-programs.
- Conducts weekly consultations with applicable Hotel management
where booking period is evaluated for proper rate and availability
control, and assists in implementing and analyzing strategy
Proactively identifies trends and changes in industry market
Reviews STR report daily and reports out opportunities
Works closely with Marketing to create packages
Optimizes market segments in conjunction with sales departments
to maximize revenues
Communicates strategy changes with executive team
Reviews historical information and reports to optimize previous
- Sets and monitors reservations and yield system controls
Receives all definite and tentative group bookings and provides
Director of Revenue Management with qualified analysis of how each
booking will impact occupancy, average rate and rooms profit over
dates in question.
Monitors and analyzes competition weekly through competitive
shops, internet, and news reports to identify selling strategies
and emerging trends. Explores and provides variations in the market
mix which would stimulate additional revenue without increasing
costs. Analyzes short and long term forecasting, and trends in
group inventories & rates to include occupancy, goals, product line
and strategic sales goals.
Develops, implements and enforces Department policies and
procedures. Creates meeting agendas and facilitates team meetings;
ensuring team members are informed of upcoming events, VIP items,
hotel and Casino products, services, facilities, events, pricing
and policies. Trains Reservations team members on up-selling
techniques in order to maximize room occupancy and overall
Responds to escalated or other pertinent guest inquiries,
requests and issues in a timely, friendly and efficient manner;
partnering with the necessary departments to resolve guest
- Performs other duties as assigned to support efficient
operation of Department.
Carries out supervisory responsibilities in accordance with the
enterprise's policies and applicable laws. Responsibilities include
interviewing, hiring and training employees; planning, assigning
reviewing and directing work; evaluating and appraising
performance; rewarding and disciplining employees; addressing
complaints and resolving problems.
High school diploma or GED required.
Bachelor's degree from accredited university in Hotel and
Restaurant Management, Hospitality, Business Administration or
related field preferred.
Minimum four (4) years' experience in the Hotel Reservations
field required. Experience with 5-star luxury hotel and casino is a
Excellent oral and written communication skills.
Excellent organization skills.
Proficient in Microsoft Word, Excel and PowerPoint. Proficient
at statistical and competitive analysis.
Individual is high energy individual with a positive attitude is
a must. Guest service and team oriented.
Strong interpersonal skills and possession of a full
understanding of professional business ethics, decorum and social
Ability to effectively analyze and use operational, financial,
and marketing data to maintain and improve market share/penetration
Understanding of hotel operations and can associate with their
needs through the revenue department.
Ability to work well under deadline pressure.
- Ability to develop and deliver effective presentations Ability
to quickly adapt to a constantly changing market.
San Manuel Band of Mission Indians and San Manuel Casino will
make reasonable accommodations in compliance with the Americans
with Disabilities Act of 1990.
As one of the largest private employers in the Inland Empire,
San Manuel deeply cares about the future, growth and well-being of
its employees. Join our team today!
Keywords: SAN MANUEL INDIAN BINGO & CASINO, Highland , Hotel Reservations Manager, Other , Highland, California
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