One Haus Recruiting

Forbes-rated luxury hotel property in Beverly Hills is seeking a polished and experienced Reservations Manager. The Reservations Manager is responsible for managing the Reservations team to ensure the department provides an outstanding luxurious service whilst driving conversion rates and maximizing revenue. The Reservations manager should have a sound understanding of Reservation processes and system and use initiative to make changes to strive for continuous improvement.

Job duties include, although are not limited to:

• Make sure Team Leaders are managing calls, emails and chat queues to ensure high value and complex enquires are escalated and service level agreements are exceeded.
• Regularly review the team schedule, hours of operation and shift structure to meet the demands of the business.
• Action daily/monthly reports and ad-hoc reports as requested by the Director of Reservations providing detailed analysis and present action plans to improve performance.
• Ensure strong communication within the Reservations, Support office and Operational teams
• Lead by example by handling calls, emails and chats when required
• Act as a second line of support for the Reservations Agents and Supervisor
• To handle guest and other departments complaints, DM log checks and queries in a mutually satisfactory manner for the guest and the company whilst adhering to departmental guidelines for handling such instances.
• Perform regular personalized and inspiring one to ones with the Team Leaders as outlined by the Director of Reservations 
• Structure and present regular motivational team meetings 
• Perform staff appraisals as and when required, identifying training needs to ensure that such needs are met within the overall training policy of the company. This should be aligned with robust performance management, succession planning and training plans.
• Oversee that Reservations training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team, including Fam trips and external training
• Instill sound product knowledge and selling skills in the reservations team in order to increase room nights sold and call conversion factors to maximize revenue.
• To establish procedures to ensure reservations sales agents offer the defined variety of rates and promotional packages to optimize conversion, whilst up selling
• To ensure the reservations team follow the standardized input formats when making, amending and cancelling reservations, as well as follow defined SOPs required, for example, denials, profile management, commission, call & email logging etc
• Conduct first stage interviews with the HR recruitment manager
• Present monthly targets to Director of Reservations 
• Lead projects allocated by Director of Reservations, ensuring projects are completed in a timely manner and regular updates are provided
• Conduct competitor analysis to better understand strengths, weaknesses and development areas. 
• Maintain Reservations systems (ResDiary, Opera, RezQueue, Open Table, Book A Table and Mitel) to ensure systems are utilized to enhance the Reservations experience and revenue potential
• Action and report monthly incentive payment trackers for the Head of Reservations

REQUIREMENTS:

• Exceptional interpersonal, verbal and written communication skills
• Self-starter and team player
• Have excellent people skills
• Exceptional attention to detail
• Performs all duties with integrity, accountability and creativity
• Has the ability to effectively prioritize and multitask on a daily basis with effective time management and organizational skills
• Willingness to learn and support multiple areas of hotel with a focus on rooms, dining, spa and PBX. 
• Takes initiative and follows through on assignments in a timely manner
• Proficient in computer software including Word, Excel, Power Point, Opera, OpenTable and Book4Time. 
• Ability to work in a team-oriented environment, meet deadlines and interact effectively with all levels of team members
• Have a customer service focused ethos and is passionate about delivery amazing luxury customer ‘experiences’
• Will understand the importance of the Reservations Department and impact it has on the business as a whole
• May be required to work varying schedules to reflect business needs of the hotel
• Minimum 5 years reservations experience required
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• The position requires manual dexterity, grasping, writing, repetitive motion, bending and climbing
• Prolonged periods of sitting at a desk and working on a computer.
• Possible prolonged periods of standing.
• Must be able to lift 15 pounds at times.

BENEFITS:

• Medical/Dental/Vision Insurance
• Company matched 401(k) plan
• Company matched Health Savings Plan
• Flexible Spending
• Paid Holidays
• Paid Time Off
• Paid Sick Leave
• Employee Assistance Program
• Parking
• Employee Recognition Programs
• Colleague meals
• Colleague Referral Incentive program
• EOE