The Reservation Manager position reports directly to the Director of Revenue Management. The position supports the Director of Revenue Management by coordinating the daily Revenue Management tools and processes. The primary functions of this position include data collection, data entry, and maintenance of Revenue Management tools. This position also requires financial forecasting and conducting strategic analysis of data to gain experience in the hotel Revenue Management field and assist in developing and implementing revenue strategies for the hotel outlets. Additionally this position will assist in the daily review of hotel inventories to implement rate strategies. The position may also perform light administrative support including photo copying, filing and report distribution.
Essential Functions:
• To understand and respond to all guest needs and requests in a timely and professional manner.
• To hire, train, recruit, schedule, support, review, discipline reservations department employees and maintain the highest level of employee morale while maximizing departmental productivity and revenue.
• To assist with managing room inventory, sales standards and to maximize average daily rate to occupancy.
• To maintain accurate Reservations history files, guest data base and group master files.
• To follow all specifications to prepare weekly occupancy forecasts, quarterly forecast and to assist to prepare annual occupancy forecasts.
• To produce periodic reports for the purpose of tracking performance goals, guest history, business sources and profitability of marketing strategies.
• To produce miscellaneous reports and analyses, as requested.
• To coordinate, administrate and execute pertinent details on all hotel direct mail, advertisement date placement, and leisure based marketing programs.
• To properly document Personnel/Payroll transactions, as directed, for processing in the Personnel office.
• To conduct departmental safety training for all new Reservations employees, before they begin to work.
• To conduct regular departmental operations meetings, including monthly safety meetings.
• To represent Carneros Resort and Spa in a positive and professional manner as requested and continually promote CRS internally and externally by attending special events when requested and building relationships both on and off property.
• To promote and comply with all policies and procedures.
• To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
• To maintain the cleanliness and safety of work areas and equipment at all times.
• To attend all mandatory meetings as directed.
• To perform other tasks, including cross-training, as directed.
Prepares and distributes daily, weekly, and monthly reports to include pickup, segmentation, and channel production, and call/web stats.
Prepares daily, weekly, and monthly reports for each outlet.
Ensures correct placement and rate positioning on all distribution channels.
Updates rates and selling restrictions in all distribution channels.
Conducts audit checks to ensure inventory controls and rate parity.
Is knowledgeable, and assists with the preparation of weekly 14-day and monthly 90-Day Forecasts.
Assists in collecting industry data regarding current trends that will help in forecasting and the budget process.
Is knowledgeable of all special rates, packages and promotions.
Ensures rate parity for hotel across all channels. Investigates instances of parity violation for technical solution.
Assists in preparation of all documents for the weekly Revmax Meeting
Attends weekly RevMax Meeting, sometimes running the meeting.
Assists the group rooms coordinator with managing the house inventory.
Updates package reservations ensuring traces are established to ensure service delivery.
Liaises with the Sales & Marketing Team to ensure effective inventory and promotional rates across appropriate distribution channels
Assists the DORM with Group rates analysis
Updates MARs in Delphi and runs weekly pace report to be distributed every Tuesday.
Serves as point-person for Revenue Management in the absence of the DORM.
Performs all other duties as assigned by DORM.
Required Knowledge, Skills, Abilities:
Previous revenue analyst experience.
Comprehensive knowledge of local conventions and hospitality market.
Strong mathematical and analytical skills.
Excellent working knowledge of Microsoft Office particularly Excel.
Ability to create and automate reports from all Systems extraction
Knowledge of management strategies and techniques.
Operational knowledge of SynXis, Lightspeed and ROS preferred
Knowledge of Delphi, Travelclick applications, an asset.
Sitting for 80% of the time.
Able to exert up to 10 lbs. of force frequently
Able to work a flexible schedule and be self-motivated.
Able to work in fast paced, stressful environment.
SKILLS AND APTITUDES: Demonstrated ability to train staff and ensure luxury resort customer service. Strong written and verbal communication skills. Detail oriented. Organized and efficient. Safety-minded. High quality standards for production and service. Good team player. Customer service focus. Ability to effectively manage staff to maintain a high level of morale and productivity.
PHYSICAL DEMANDS: Sits at desk or in meetings approximately 85% of shift. Stands/walks approximately 15% of shift. Heavy use of phones, daily. Uses personal computer approximately 85% of shift.
