Scope of Position
The Leisure Reservations Manager is responsible for overseeing all aspects of leisure reservations, ensuring an exceptional guest experience from booking to arrival. This role focuses exclusively on individual leisure reservations and works closely with the Front Office, Sales, and Revenue teams to optimize room allocation, ensure accurate reservation processing, and drive guest satisfaction. The Leisure Reservation Manager will be responsible for overseeing the leisure reservations team and functionality of the resort and will work closely with the Revenue department to maximize leisure revenue while providing accurate and timely information on reports as it relates to metrics and tracking. Uphold JW Marriott Brand standards.
Position Requirements
- Be able to read, understand, and put together basic reports.
- Professional demeanor suitable for a luxury resort environment
- 2–3 years of experience in reservations or front office management, preferably in a luxury hotel setting
- Excellent customer service and communication skills
- Strong organizational and multitasking abilities
- Working knowledge of Opera, Marsha, and Microsoft Office
- Detail-oriented with the ability to analyze reservation trends
- Experience with loyalty programs and VIP guest handling is a plus
Responsibilities
- Oversee the day-to-day operations of the leisure reservations team.
- Train and coach, the leisure reservations team to deliver exceptional service aligned with JW Marriott standards.
- Oversee the recruitment process for new team members.
- Ensure adherence to employee code of conduct for self and Reservations team.
- Build relationships with customers, guests, and team members, to be able to handle guest complaints efficiently.
- Collaborate with other hotel departments such as front revenue, sales, and operations to ensure seamless and personalized guest experience.
- Implementing initiatives to enhance guest satisfaction and loyalty.
- Ensure all leisure reservations are processed accurately and efficiently, with attention to guest preferences and special requests.
- Ensure the team is properly processing billing/routing, special requests and VIP information is set in the system as well as communicating to the essential departments of the hotel & resort.
- Manage daily operation to receive reservations for accommodations for VIP and special guest requests for the Executive Office and senior leaders.
- Manage and assign leisure inventory in collaboration with the Front Office and Revenue teams.
- Have complete knowledge of all rooms, layout, and location as well as all amenities.
- Complete daily checklist.
- Manage the travel agent commissions’ process.
- Ensure Cancellation and No-Show revenue is being collected and reported accordingly from leisure guests.
- Respond to guest inquiries and complaints related to leisure reservations in a timely and professional manner.
- Monitor systems to ensure room blocks, rates and reservation parameters are in line with the hotel & resort’s goals while communicating any discrepancies to the Revenue Leader.
- Manage, maintain, and balance of total hotel inventory via Marsha and Opera.
- Maintain relationships with counterparts to capture overflow business.
- Monitor work volume and demand to maximize departmental efficiencies.
- Work closely with the reservations CEC (Customer Engagement Centers) to maintain updated information and provide support.
- Support the Director of Revenue Management to facilitate maintaining restrictions, loading rates in PMS, and managing reservations systems where needed.
- Provide Evaluation to the Team based on performance.
- Put together reports based on requests.
- Present and transfer skills to other team members to ensure departmental success.
- Monitor guest feedback to identify areas for improvement within the reservations process
- Perform any other reasonable duties as required by management.
Education
- 4-year college degree from accredited university preferred.
Skills and Abilities
- Ability to communicate in the English language. Second language is a plus.
- Ability to work directly with gests and team members with core customer services skills
- Organizational Skills
- Financial Acumen and Industry awareness
- Problem Solving
- Hospitality Mindset
- Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
- Ability to understand and implement administrative policies and procedures; conduct administrative research and analysis; collect, evaluate and interpret varied data, evaluate alternatives reach sound conclusions; use graphics, spreadsheet and database programs to develop reports, databases and communications materials.
- Computer Literacy- Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
Physical Requirements
- Must be able to work in a fast paced environment.
- Must be physically fit to lift, pull and push items up to 50 pounds.
- Also requires standing/walking/reaching and bending throughout shift.
