Reservations Manager

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets.

About Our Property

Welcome to Hammock Beach Golf Resort & Spa, a premier destination within the Pyramid Global Hospitality portfolio. Nestled along the stunning Atlantic coastline, this luxury resort features 285 beautifully appointed guest rooms and an impressive 114,410 sq. ft. of meeting space, making it an exceptional setting for conferences, events, and unforgettable gatherings. At Hammock Beach Golf Resort & Spa, team members have the opportunity to be part of a world-class hospitality experience, surrounded by breathtaking ocean views, championship golf courses, and a commitment to delivering unparalleled service.

Responsibilities

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Answer all incoming calls promptly, in a friendly, efficient, and courteous manner, as outlined in SOP.
• Answer guest inquiries about hotel services, facilities, and hours of operation.
• Provide leadership over hotel switchboards for interior/exterior calls in addition to radio communications for on-site departments such as Loss Prevention, Engineering, Housekeeping, etc.
• Communicate and work closely with the Sales Department concerning group & leisure bookings and Revenue Management to ensure all systems are effectively managed to maximize occupancy & ADR in support of the sell strategy.
• Continually update Central Reservations/call center on rates and availability, maintain availability calendar, and communicate all relevant information to the operations staff.
• Maintain accurate files and reports including effective management of department expenses, including payroll.
• Handle all special reservations, to include V.I.P. reservations, packages, and discounts.
• Attend Rooms Merchandising/Revenue Management meetings and give input on trends and opportunities to maximize revenue.
• Demonstrate technical knowledge to open, close, and place restrictions in various booking engines and with OTA partners, as applicable.
• Ensure the development and implementation of reservation sales strategies that generate revenue and profitability.
• Establish sales requirements and track performance against expectations.
• Provide coaching, counseling, and development of Reservations/PBX team in addition to managing schedules.
• Support the development of sales packages that meet guest needs and hotel profitability.
• Coordinate with hotel management to improve sales metrics.

Requirements

• High School diploma or equivalent is required; bachelor's degree or college coursework is preferred.
• Experience in a hotel or a related field required.
• Supervisory experience in a hotel or a related field is also required.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must maintain composure and objectivity while under pressure.
• Comprehensive knowledge of the field's concepts and principles.
• Performs complex tasks typically following established processes.
• Leads and directs the work of other associates.
• Primarily focused on administering established policies and procedures but may have some impact on departmental budgeting, strategic planning, and procedural change.

Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly. Exempt managers must customarily and regularly direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgment more than 50 percent of the time.

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.