Premium Reservations Lead — Luxury Guest Experience

Ennismore; Miami Beach (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Delano, part of Ennismore, seeks a Reservations Supervisor to oversee Luxury and Lifestyle bookings, ensuring a seamless guest experience and adherence to Forbes Five Star standards. Under the Reservations Manager, you will manage voice sales and collaborate with travel agents and third parties to maximize guest relationships.

You will lead daily operations in reservations, know current rates and packages, upsell opportunities, and maintain proactive communication with other departments to

Qualifications

• Hospitality degree preferred.
• Customer service oriented.
• Must be able to work seated at least 8 hours per day.
• Must be able to speak and hear clearly to communicate with potential guests by phone.
• Must be able to pull and lift packages at least 40 pounds of force.
• Must have depth perception and balance, for overall performance and be able to work with computers

Responsibilities

• Process travel agent commissions.
• Process of group requests as well as blocking reservations.
• Process company hotels, restaurants and nightlife reservation requests.
• Liaison between sales manager and operational managers.
• Answer all phone calls promptly and in a courteous manner in keeping with Forbes and Delano standards.
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites and meeting rooms.
• Be aware of selling status, availability and upsell opportunities.
• Secure required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows.
• Follow up on guest or colleague requests to ensure satisfaction.
• Handle daily correspondence; respond to inquiries and make reservations as needed.
• Adhere to hotel and Reservations department rules and regulations.
• Participate in departmental meetings and assist in development of daily operations.
• Create and maintain positive relationships with other departments.
• Be knowledgeable of spa services and rates for guest inquiries.
• Assist with inputting weekend third party reservations.

Skills

Hospitality degree

Customer service

Phone communication

Lift 40 pounds

Depth perception / balance

Computer skills

Education

Hospitality degree

Job description

Delano, part of Ennismore, seeks a Reservations Supervisor to oversee Luxury and Lifestyle bookings, ensuring a seamless guest experience and adherence to Forbes Five Star standards. Under the Reservations Manager, you will manage voice sales and collaborate with travel agents and third parties to maximize guest relationships.

You will lead daily operations in reservations, know current rates and packages, upsell opportunities, and maintain proactive communication with other departments to