General Manager overseeing all aspects of store operations at PXG Retail Stores. Focusing on customer experiences and team performance with a strong sales emphasis.
About the role
- Reservations Manager leading a sales team to drive hotel revenue and maximize service excellence. Managing reservations processes and collaborating across departments for optimal performance.
Responsibilities
- Responsible for leading the reservations process, to effectively maximize top line revenue for the hotel.
- Manages the reservations sales team to achieve revenue and service goals.
- Lead the reservations sales agents to achieve revenue and service goals according to Forbes standards and company guidelines.
- Motivate and direct the team to properly enter leads and records calls in accordance with Revinate reservations sales best practice.
- Listen to and review calls with reservations sales agents for coaching and scoring of calls.
- Develop the sales skills of the team.
- Understand Revinate reporting and be able to analyze weekly and monthly KPI scores.
- Communicate accurate and thorough information on the hotel accommodations, packages, promotions, services, and amenities to guests and staff.
- Manage the reservations email inbox and ensure inquiries and requests are answered to service standards.
- Handle travel agent commission processing and inquiries, including reconciliation of third party booking sites and voice agent commissions.
- Draft Standard Operating Procedures (SOPs) pertinent to reservations and ensure they are followed.
- Support the group housing process as needed, working with the sales team, service departments, and clients.
- Assist Director of Revenue Management in reporting on all pertinent pace, reservations booking data, channel and rate production, trends, and competitive activity.
- Assist to manage room inventory, pricing, and distribution channels.
- Support the revenue and yield process in achieving revenue goals.
Requirements
- 2-3 years of reservations experience required, including supervisory or management experience, preferably in luxury or upper upscale segments.
- Four-year degree preferred.
- Advanced proficiency of Microsoft Office, CRS, PMS, S&C systems.
- OPERA Cloud, Passkey, and Revinate knowledge a plus.
- Strong training & coaching skills.
- Must have exceptional interpersonal, clear verbal and written communication skills.
- Second language is a plus.
- Must be able to work in a Reservations office environment and work continuously with the Front Desk and all operational departments.
- Candidate must have attention to detail, be able to multi-task, must possess the ability to work in a fast-paced environment, experience handling customer service issues and be a team player.
- Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
- Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.
Benefits
- Employee discounts for golf, tennis, spa, beach, water sports, equestrian, shopping or just relaxation.
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