Assistant Reservation Manager
Job Details
Experienced
Seascape Resort - Aptos, CA
Full-Time
Associates Degree
$22.00 - $24.00 Hourly
None
Day
Hospitality - Hotel
Summary

SUMMARY: The Assistant Reservations Manager is responsible for implementing revenue management system and standards and practices to control rooms inventories and rates. Participates in strategic hotel marketing plans by monitoring future rooms occupancy and revenues. Oversee the reservations department to maintain optimum levels of production resulting in optimum occupancy.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
  • Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events.
  • Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward.
  • Recruit, interview and train team members.
  • Schedules bi-weekly training sessions with full-time employees, and once monthly training sessions with part-time employees.
  • Completes Call Auditing for Reservations Agents.
  • Completes Call Scoring for Agents (10 per month for full-time employee, 5 per month for part-time employee).
  • Allocate daily tasks to Reservations staff.
  • Responsible for Travel Agent and OTA commissions.
  • Responsible for compiling Reservations Department commissions.
  • Liaise with Director of Sales, Director of Rooms, and General Manager in regard to occupancy.
  • Ensure special handling of repeats guest and VIP guest.
  • Review room blocking for extended stays.
  • Creating, maintaining, and supervising of Leisure Room Blocks.
  • Ensures that the Reservations department is adequately staffed.
  • Create and maintain daily room rates and promotions in PMS.
  • Creates and implements new promotions, package, and specials.
  • Compiles the 10-Day and 90 Day Forecast.
  • Access the hotel property management system (Maestro).
  • Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
  • Maintain an efficient system of communication between the Reservations Department and other departments, with particular regard to guest needs.
  • Attend and participate in all required meetings.
  • Assist Front Desk Agent and Front Desk Manager when necessary.
  • Proficient in Navis usage.
  • Perform the 7 non-negotiables as taught by Navis for all calls. 
  • Support safe work habits and contribute to a safe working environment at all times.
  • Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.
  • Perform other related duties as requested by the supervisor.
Qualifications
  • QUALIFICATIONS, SKILLS & ABILITIES:

  • Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
  • Requires good communication skills, both verbal and written.
  • Exceptional organizational skills.
  • Ability to act independently with minimal supervision.
  • Ability to communicate customer needs and resolve complaints independently.
  • Must be willing to work a variety of day/night and weekend shifts.
  • Front Desk supervisory experience required.
  • EDUCATION AND/OR EXPERIENCE:

  • Two year’s related hotel/resort industry experience and/or training.
  • High school or GED graduate.
  •  

    LANGUAGE SKILLS:  

  • Ability to read, comprehend and provide instructions, both written and verbal.
  •  

    COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

  • Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and Outlook experience a plus.
  • Maestro experience a plus, but not required.
  •  

    CERTIFICATES & LICENSES:

  • Must provide valid document(s) to work in the US.
  • Valid California Driver License is required (for specific positions).
  •  

    WORK ENVIRONMENT:
    The work environment at Resort ranges from winter time lows of 30 degrees to summer time highs to 80+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

     

    PHYSICAL DEMANDS:
    While performing the duties of this job, the employee must be able to:

  • Use hands to finger, handle, or feel; and talk or hear. 
  • Specific vision abilities required by this job include close vision.
  • Lift 25-50 lbs. (for specific positions)
  • Sit, stand and walk for long periods of time.
  • Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.
  •  

    GROOMING & UNIFORM:

    Some positions will be required to wear uniforms. Uniforms are the property of Resort. Uniforms that have been tampered or destroyed will be the responsibility of the employee and disciplinary action will apply.

  • Hair must be clean and kept at a reasonable length.
  • All Food Servers and Culinary personnel must wear their hair tied back.
  • No extreme dying or bleaching of hair is permitted.
  • Fingernails must be clean and well-trimmed at all times.
  • Antiperspirant or deodorant must be worn.
  • Cologne or perfume may be worn at a minimum.
  • Nametags must always be worn, unless your department has a specific policy to the contrary.
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