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Scope of this Position
Responsible for managing the operations of the Reservations Department in conjunction with maximizing transient room revenue via transient average rate, transient and groups occupancy
Position will be responsible for supervising/managing/overseeing the following departments: Reservations
Requires a minimum of 2 year(s) of experience.
Approximate full time staff under this position: 3
This position reports to: Front Office Manager
Position will be required to work a varied schedule that may include evenings, nights, and week-ends.
Must be a citizen of this country or possess a valid work permit.
Set expectations and consequences for reservation staff members and hold them accountable for meeting expectations.
Train all agents by utilizing Skills Training Outlines.
Active participation in the reservation process (approximately 50% of the time).
Maintain at or above budgeted transient occupied rooms and average rates.
Insure proper staffing levels of the reservations staff.
Determine volume call levels and cover accordingly and maintain at or below budgeted cash payroll.
Track daily statistics of reservations activity including: Call Volume, Call Conversion, Missed Calls, Lost Calls and Reason and Daily ADR.
Professional and ethical behavior in dealings with clients and fellow staff members.
Present a positive company image through all phases of public and/or client interaction.
Work closely with Sales & Marketing to maximize group occupancy
Work Closely with Front Office Staff to insure a smooth transition from reservation to check out.
Insure all rooming lists and call-in groups are accurately processed.
Provide assistance in other job classifications as determined necessary by immediate supervisor.
Experience teaching reservationists how to up-sell consistently.
Work closely with FO and Sales Departments.
Enjoy working in a fast paced environment.
Clear, concise written and verbal communication skills.
Track record promoting an atmosphere of teamwork.
Build morale and spirit.
Use a "hands-on" approach to management.
Abilities to inspire, train, and develop people for promotion.
Instill a guest service attitude in all employees.
Instill a "can-do" attitude in employees.
Instill a calm, organized approach in all situations.
Strong organizational skills.
Excellent knowledge of computers.
Strong customer service orientation and skills.
Excellent listening skills.
Exceptional detail in follow-up.
Solid scheduling experience.
Follow/enforce company policies and procedures.
Ability to quickly evaluate alternatives and decide on a plan of action.
High School degree or equivalent.
Compensation based upon experience
Paid Time Off
Company Hotel Travel Discounts
An Equal Opportunity Employer
No relocation costs are offered with this position.
Benchmark Hospitality International - 2 years ago
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