Charles Hotel In Harvard Square - Reservations Manager

Job Description

The Reservations Manager is responsible for providing oversight of the Reservations function for a hotel of which may include oversight of the hotel switchboards and staff responsible for timely communications. This individual helps to ensure reservations are handled in a friendly and efficient manner and quotes of available rates are made to maximize room revenue and average rate according to Aimbridge Hospitality standards.

He/she is also responsible for participating in the monthly Rooms Merchandising meeting and weekly Revenue Management calls. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly.

Exempt managers must customarily and regular direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgement more than 50 percent of the time.

• 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 co-workers 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.
• Primarily focused on administering established policies and procedures but may have some impact on departmental budgeting, strategic planning, and procedural change

• 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 V.I.P. 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.

After an initial waiting period, those hired into full time positions are eligible…