Reservations Manager

Omni Hotels & Resorts; Atlanta (GA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive training

Dynamic work environment

Job summary

Omni Hotels & Resorts seeks a Reservations Manager for the Omni Atlanta Hotel at Centennial Park. The successful candidate will oversee group booking processes, manage a team, and ensure exceptional customer service in a luxury hotel environment.

This role requires extensive experience in hotel reservations and management, excellent communication skills, and familiarity with relevant software platforms.

Qualifications

• Knowledge of four-diamond service standards.
• 3+ years in luxury hotel reservations preferred.
• Excellent spoken and written English skills.

Responsibilities

• Oversee group reservation processes including managing room blocks.
• Monitor room availability and handle reservations adjustments.
• Lead the Reservations and Group Housing team daily.

Skills

Customer service standards

Reservations management

Microsoft Excel

Crystal Reports

Education

High school diploma

College degree

Tools

OPERA

Delphi FDC

PMS

Job description

Omni Atlanta Hotel at Centennial Park provides luxurious comfort and pure style in a four‑diamond hotel located in the heart of downtown Atlanta. The hotel offers breathtaking views of the downtown skyline, picturesque Centennial Olympic Park, and convenient access to Philips Arena, the Georgia World Congress Center, and Mercedes‑Benz Stadium. Associates experience a fun, dynamic work environment with comprehensive training, mentoring, and the pride that comes from working for a company celebrated for exceptional service. We embody a culture of respect, gratitude, and empowerment. If you are friendly, motivated, and passionate about serving, the Omni Atlanta Hotel at Centennial Park may be the perfect match for you.

Overview

Oversee the reservations aspects of the hotel while ensuring that all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. This role reports to the Director of Rooms and performs additional duties related to reservations and revenue management as required.

Responsibilities

• Group Reservations and Management
  • Manage group reservation processes including creating and maintaining room blocks, ensuring accurate guest information and billing, and handling rooming lists and reservation changes in collaboration with the Convention Service Manager and group clients.
  • Oversee group reservation accuracy, monitor group block creation, and verify details before, during, and after the event dates.
  • Manage duplicate reservations and resolve any group reservation errors.
• Daily Operations and Monitoring
  • Run daily reports for group arrivals and no‑shows, monitor room type availability, and handle non‑guaranteed reservations.
  • Regularly check reservations for potential overselling and handle related adjustments.
  • Attend weekly group pick‑up meetings and monthly credit meetings to ensure accurate billing and revenue posting.
• Communication and Reporting
  • Serve as the point of contact for reservation management, responding to queries regarding rates, changes, and billing issues.
  • Attend and participate in necessary meetings, including pre‑convention meetings and operational department meetings, to represent the reservations department.
  • Produce and distribute regular reports such as the Group Commission Report after group departures and the Group Pickup Report.
  • Complete requests for group histories.
• Technical and Analytical Tasks
  • Complete competition rate analysis, monitor and manage bookings through internet and FIT, and handle guest communications on platforms like booking.com and Expedia.
  • Ensure accurate input and management of reservations in systems such as OPERA and PMS, and respond promptly to all communications.
• Financial Responsibilities
  • Manage financial transactions including charging for no‑shows, cancellations, deposits, and processing group commissions.
  • Attend to guest billing inquiries and assist Accounting with Travel Agent commission inquiries.
• Leadership & Team Management
  • Provide day‑to‑day leadership and supervision of the Reservations and Group Housing team, ensuring associates understand expectations, priorities, and service standards.
  • Manage direct reports including scheduling, payroll review, performance coaching, and professional development for a team of up to nine associates.
  • Serve as the first point of escalation for team members when operational challenges arise, providing guidance and resolution while maintaining service standards and departmental efficiency.
  • Ensure departmental procedures, brand standards, and operational processes are consistently followed, reinforcing accountability and accuracy across the team.
  • Facilitate team communication through regular meetings, stand‑ups, and updates to ensure alignment with hotel priorities, brand initiatives, and operational changes.
  • Partner with Human Resources and hotel leadership to address performance concerns, recognition opportunities, and employee relations matters when necessary.
  • Support onboarding and training of new associates and reinforce ongoing development to ensure strong technical knowledge of reservations systems, group housing procedures, and inventory management practices.
  • Act as the departmental leader in the absence of the Director of Revenue Management or other departmental leadership, ensuring continuity of operations and decision‑making.
• Additional Responsibilities
  • Assist with VIP, internal, fax, and e‑mail reservations.
  • Maintain a thorough knowledge of hotel services, events, and manage special accounts like ESP.

Qualifications

• Knowledge of four‑diamond / four‑star customer service standards.
• Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred).
• Excellent written and spoken English communication skills.
• Proficiency in Microsoft Excel and ability to work efficiently in various electronic database programs. Experience with Delphi FDC, PMS, ORS, Extranets, ART, and SQL Server Reporting is preferred.
• Minimum of 3 years of reservations or group housing experience in a large hotel (600 keys+) is required. Luxury experience is preferred.
• Minimum of 1 year of hotel management experience leading people is required. Luxury experience is preferred.
• High school diploma required, college degree preferred.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.