Group Reservations Assistant Manager

POSITION OVERVIEW

The Group Room Reservation Assistant Manager will help support the seamless operation of the Group Reservations Team, ensuring all client interactions result in world‑class, luxury hotel experience. This position is primarily responsible for supervising, training, and supporting Members during their tasks, managing assigned group blocks, as well as assisting the leadership team with managing the daily operations.

The following and other duties may be assigned as necessary:

• Review of group resumes to ensure that all contractual concessions are met during the group’s program
• Attend and prepare all necessary information needed for all pre‑convention meetings between sales and the group meeting planners
• Management of tools to give each group the ability to book rooms and ancillary services easily and seamlessly.
• Manually Input and modify rooming lists in multiple software applications while maintaining a high level of attention to detail
• Communicate and coordinate with other departments including Sales, Catering, Revenue Management, Front Office, Spa, Nightlife, Marketing, Food & Beverage, Front Office, and Housekeeping for the smooth execution of group bookings
• Work closely with Group Sales team to ensure accurate information on group bookings, room block pick‑up, and revenue forecasts are achieved
• Maintain product knowledge of the hotel, rooms, and all property events and amenities, as well as local area attractions
• Build and maintain meaningful relationships with clients to enhance repeat business and referrals
• Providing regular reports to group clients on group booking activity, availability, and occupancy levels
• Provide daily oversight of In‑house groups, and process last minute changes, cancellations and late arrivals provided by client
• Prepare and review the group’s final room revenue summary along with any contractual revenue concessions
• Relay important observations and trends from guest interactions to supervisor, manager, and sales team. Offer suggestions to improve processes, product, or service offerings
• Take ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions
• Responsible for leading, evaluating, and coaching Members
• Maintain accurate and up to date records of performance evaluations, disciplinary actions, special accommodations, schedules and time‑off requests
• Maintain a positive attitude and a willingness to assist with any special project assigned
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Minimum one (2) years of experience in reservation sales, group sales, resort services, or a high‑volume contact center preferred
• Minimum two (2) years of experience in managing, or supervising teams, preferably within group sales or resort services
• Hospitality degree preferred, or an equivalent combination of education and experience.
• Experience working in a large, luxury resort is preferred
• Polished communication skills, both verbal and written. Ability to provide a luxury guest experience with every interaction
• Ability to multi‑task and prioritize in a fast‑paced environment while maintaining a high level of attention to detail.
• Demonstrates strong organizational skills and follow through
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Delphi, Infor - HMS, Passkey, etc.) is preferred
• Must be able to work on‑site with varying schedules, including weekend, holiday, and overnight shifts
• Possesses superior conflict resolution skills and customer de‑escalation techniques
• Ability to communicate clearly and effectively utilizing English, both in spoken and written form
• Maintain a professional, neat, and well‑groomed appearance…