Revenue and Reservations Manager

The Revenue and Reservations Manager will play an important role in the day-to-day operations of Thompson and tommie Austin. This position is responsible for providing best-in-class service for both group and transient guests, while ensuring that the Thompson and tommie Austin is capturing and converting for maximum occupancy and revenue performance. The manager will implement revenue management systems and standards, control room inventories and rates, and increase the hotel’s overall revenues and profitability.

This position will manage the daily reservation processes and operations, including room inventory and availability, group rooming lists, cut-off dates, restrictions, and selling guest rooms. The manager will serve as the central contact to ensure optimal performance across all reservation channels, support and supervise the Reservation Coordinator, and work with the Front Office and Sales teams to ensure reservations are accurate, inputted timely, and support the property’s top-line revenue performance and customer satisfaction goals.

The Revenue and Reservations Manager will oversee the hotel reservations process to maintain optimum levels of production and occupancy. Additional responsibilities include overseeing the group sales and reservations process, monitoring lost business reports, implementing strategies for internet distribution channels, handling VIP reservations and routing, and training reservations personnel. The manager participates in strategic hotel marketing plans by monitoring future room occupancy and revenues, running reports and analysis, and reporting directly to the Area Director of Revenue.

Key Responsibilities:

• Supervises Group Reservations and Billing Coordinator
• Work proactively to ensure the reservation process is seamless for both the guest and the hotel.
• Monitor daily pickup and ensure reservations are flagged accurately.
• Work closely with revenue to flag dates with high compression and monitor daily inventory for optimal occupancy.
• Manage group rooming lists and cutoff dates, track inventory changes, and ensure group blocks are routed properly and billed accurately.
• Conduct weekly pickup meetings for group reservations.
• Answer calls and guest emails in a timely, friendly manner.
• Act as property expert on packages, promotions, partnerships, and volume accounts; ensure all sellers have accurate information.
• Coordinate with Guest Services on all VIP/Package/Luxury Consortia bookings for a seamless experience.
• Serve as point of contact for guest recovery and questions during the reservation process.
• Monitor conversion for CRO and direct channels, manage quality via guest scores, and ensure best-in-class service.
• Assist with OTA inquiries, requests, and disputes.
• Act as main point of contact for reservations.
• Prepare weekly/monthly reservation reports.
• Provide analysis to guide the hotel revenue management team in formulating transient and group inventory restrictions and pricing strategies.
• Assist with the implementation of the hotel sales strategy and pricing recommendations across all channels and market segments.
• Analyze results of strategies and tactics deployed monthly and provide necessary communication to the strategy team.
• Provide analysis covering each of the four major OTA channels to maximize revenue and marketing exposure.
• Analyze recent trends for all revenue streams and provide detailed analysis to assist the forecasting process.
• Attend weekly hotel Sales Strategy meetings and provide analysis for these meetings.
• Review bookings that fall outside established booking guidelines and provide feedback to senior leadership.
• Assist with managing Hyatt revenue management systems, including Reserve, Opera, Envision, and Passkey, in accordance with Hyatt Revenue Management Standards.
• Provide analysis for the front office team to maximize revenue from up-sell and sell-out programs.
• Collaborate with the Convention Services Team/Space Manager to ensure meeting space maximizes room and F&B revenue.

• Good communication skill, demonstrating the ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the…