Reservations Lead: Elevate Guest Experience & Revenue

BENCHMARK; Hammock Beach (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Reservations Manager responsible for overseeing the reservations function for a hotel, including switchboards, ensuring friendly, efficient guest service and accurate rate quotes to maximize occupancy and ADR per Aimbridge Hospitality standards.

The role requires supervisory experience, strong communication, and the ability to manage rates, availability, and collaboration with Sales and Revenue Management.

Qualifications

• 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.

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.
• Be able to answer guest inquiries about hotel services, facilities and hours of operation.
• Provides 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 VIP reservations, packages and discounts.
• Attend Rooms Merchandising/Revenue Management meetings and give input on trends and opportunities to maximize revenue.
• Demonstrates technical knowledge to open, close and place restrictions in various booking engines and with OTA partners, as applicable.
• Ensures the development and implementation of reservation sales strategies that generates revenue and profitability.
• Establishes sales requirements and tracks performance against expectations.
• Provides 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.
• Coordinates with hotel management to improve sales metrics.

Skills

Communication

Leadership

Problem solving

Stressed handling

Listening

Financial literacy

Education

High School diploma or equivalent

Bachelor's degree or college coursework preferred

Tools

Booking engines

Job description

Pyramid Global Hospitality is seeking a Reservations Manager responsible for overseeing the reservations function for a hotel, including switchboards, ensuring friendly, efficient guest service and accurate rate quotes to maximize occupancy and ADR per Aimbridge Hospitality standards.

The role requires supervisory experience, strong communication, and the ability to manage rates, availability, and collaboration with Sales and Revenue Management.