Assistant Reservations Manager

Position Summary

The Assistant Reservations Manager plays a pivotal leadership role within the Reservations Department at Cliff House Maine, one of New England's premier luxury coastal resorts. This individual serves as the day-to-day operational backbone of the reservations team, supporting the Reservations & Revenue Manager in delivering an exceptional booking experience that reflects the resort's standard of elevated hospitality.

Core Responsibilities

• Team Leadership & Oversight

• Serve as first point of escalation for complex guest inquiries, complaints, or booking challenges.
• Foster a positive, collaborative team culture aligned with Cliff House Maine's hospitality values.
• Conduct regular one-on-ones, performance reviews, and team huddles to drive engagement and accountability.

• Training & Development

• Design and deliver onboarding and ongoing training programs for new and existing reservation agents.
• Train team members on current and new resort packages, seasonal offers, room categories, and amenities.
• Support team with structured training to maintain Cliff House and Forbes Luxury Hospitality Standards.
• Ensure all agents are proficient in Opera PMS and Revinate Reservations Sales System and tools.
• Manage the Revinate Reservations Sales call monitoring, call scoring, and reservation agent coaching process.
• Create training materials, SOPs, and reference guides to support agent readiness.
• Identify skill gaps and create individualized development plans to elevate team capability.

• Outbound Call Campaigns

• Plan, coordinate, and execute outgoing call campaigns to drive occupancy, upsells, and package sales.
• Develop call scripts, talking points, and campaign goals in collaboration with the Reservations & Revenue Manager and Sales teams.
• Track campaign performance metrics and report results, providing insights and recommendations for optimization.
• Identify opportunities to convert inquiries, waitlists, and prior guests into confirmed bookings.
• Focus on maximizing Average Daily Rate (ADR) through strategic upselling, package promotion, and room category optimization during all guest interactions and campaigns.

• Reservations & Opera PMS

• Produce accurate and efficient individual, group, and VIP reservations using Opera PMS.
• Demonstrate expert working knowledge of Opera PMS, including rate management, group room blocks, profiles, and reporting.
• Troubleshoot Opera PMS, SynXis CRS, and Revinate issues and liaise with IT or the appropriate support teams to resolve system-related challenges.
• Maintain data integrity within the PMS, ensuring all reservation records are accurate, complete, and up to date.
• Generate reports and analyze booking data to support operational decision-making.

• Problem Solving & Operations

• Proactively identify operational challenges within the reservations process and develop practical, guest-focused solutions.
• Streamline workflows and implement process improvements to enhance team efficiency and guest satisfaction.
• Collaborate cross-functionally with Front Desk, Sales, Revenue Management, and F&B teams to ensure seamless guest experiences.
• Manage overbooking situations, rate discrepancies, and special requests with professionalism and urgency.
• Ensure department compliance with policies, booking procedures, cancellation terms, and brand standards.

Qualifications

• Minimum 2-3 years of experience in hotel reservations, front office, or a related hospitality role.

• Demonstrated leadership or supervisory experience in a hotel or resort setting.

• Proficiency with Opera PMS or similar; Opera certification a strong plus.

• Exceptional communication and interpersonal skills, with the ability to connect with guests and team members alike.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Analytical mindset with the ability to interpret booking data and translate insights into action.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Preferred Experience

• Experience at a luxury or independent resort property.

• Experience with Forbes Travel Guide and Luxury Hospitality Standards.

• Familiarity with revenue management principles and channel distribution.

• Bachelor’s degree in Hospitality Management, Business, or a related field, or equivalent professional experience.

• Familiarity with Revinate Reservation Sales (formerly Navis) or similar outbound sales platforms a plus.

• Familiarity with SynXis CRS or similar.

• Bilingual abilities.