Sales Reservations Manager

Responsibilities

• Support the daily operations of the Reservations and Sales office by ensuring efficient administrative processes, organization, and communication across departments.
• Answer and respond promptly and professionally to telephone calls, emails, mail correspondence, and guest, client, or employee inquiries.
• Aid in reservation operations by maintaining complete proficiency in all PMS systems and reservation platforms, including OnQ, R&I, GDS, and all Hilton Brand platforms within brand standards.
• Maximize room revenue, occupancy, and rate integrity by supporting Revenue Strategy initiatives in accordance with SOPs.
• Attend and participate in Revenue Strategy, Sales, departmental meetings, and training sessions as required by management.
• Review arrivals reports, reservations logs, guest request logs, and group block information daily to ensure accuracy and operational readiness.
• Maintain knowledge of hotel amenities, outlets, hours of operation, promotions, and corporate programs to effectively communicate information to guests, clients, and callers.
• Maintain adequate inventory of office supplies and ensure office items remained stocked.
• Ensure compliance with hotel policies and procedures related to billing, routing, accounts receivable, PM accounts, payroll, and credit policies.
• Prepare and process travel agent/group commissions/checks, payroll corrections, scheduling documentation, and other administrative records in a timely manner.
• Cover inventory availability, suite controls, closeouts, and group updates with wholesalers, travel partners, and internal departments.
• Coordinate and communicate VIP guests, amenities, special requests, group arrangements, and corporate-sponsored programs to ensure exceptional guest experiences.
• Conduct quality assurance test calls and support adherence to hotel service standards, reservation procedures, and rate quoting standards.
• Assist with meeting and event space operations and provide support for guest and client services as needed.
• Support Sales Team needs including reporting, data processing reports, contracting support, group/event billing and site inspection tasks as needed.

Qualifications

• A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or at least two to three years of experience in a hotel or related field required.
• Previous management experience preferred.
• Must be proficient in Windows and company approved spreadsheets and word processing.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.