Reservations Manager

Job description

The role involves soliciting and managing reservation sales opportunities, providing training and work assignments to reservations sales staff, and actively up-selling business opportunities to maximize revenue. Responsibilities include identifying new reservation sales business to achieve revenue goals, understanding market dynamics and competitors, closing optimal opportunities based on market conditions, monitoring same‑day selling to maximize room revenue, responding to non‑standard reservation opportunities, using negotiation and creative selling skills to close deals, coordinating with sales and Convention Services for rooming lists and reservation cards, executing operational aspects such as proposals, contracts and customer correspondence, tracking no‑shows and processing charges, managing waitlists and prioritizing contacts, delivering service excellence for customer loyalty, handling guest complaints per procedures, monitoring sales agents during calls, developing an orientation program for new hires, and creating monthly labor schedules

Requirements

• 2-5 years experience in reservations or sales management
• knowledge of market dynamics
• strong negotiation skills
• commitment to customer service excellence
• ability to handle guest complaints following procedures
• ability to develop and implement staff orientation programs
• ability to prepare proposals, contracts and customer correspondence
• proficiency in tracking no‑show reservations and managing waitlists
• proficiency in monitoring sales agents during calls

Skills