Group Reservations Manager

Group Reservations Manager

Ocean House Collection consists of three luxury properties:
Ocean House, a Forbes 5‑Star property with 49 guest rooms and 20 suites; the Cottage Collection with 10 vacation homes; and the Ocean & Harvest Spa, a 12,000 square‑foot Forbes Travel Guide 5‑Star rated full‑service spa. The Weekapaug Inn and the Watch Hill Inn are also part of the collection, offering distinct New England accommodations and historic charm.

The Group Reservations Manager oversees all group rooms for the Ocean House Collection, ensuring exceptional guest experience in accordance with company standards, including Forbes Travel Guide 5‑Star performance expectations.

Internal:
Reports to the Group Director of Sales & Marketing and works collaboratively with other Reservation Managers, the in‑house and remote reservations team.

• Managed all reservation aspects for group bookings, including rooming lists, client communication, and coordination with meeting planners.
• Audited group blocks, rates, and concessions against contracts using Maestro and Tripleseat to ensure accuracy and compliance.
• Monitored group pickup, inventory, cut‑off dates, and room availability to maximize revenue and guest satisfaction.
• Processed group reservations, deposits, billing setup, and VIP/complimentary room allocations with a high level of accuracy.
• Tracked no‑show reservations and processed attrition as needed.
• Created and managed booking links across multiple properties, ensuring smooth reservation processes and accurate inventory management.
• Collaborated cross‑functionally to adjust room blocks, manage rate changes, and support group‑related operational needs.
• Trained Reservations and Front Office on Maestro Group module.
• Maintained communications with Catering, Sales, and Finance regarding group blocks.
• Responded to incoming reservation sales opportunities for the property that were outside the Reservation team’s knowledge parameters.
• Handled guest complaints and disputes following the instant pacification procedures.
• Participated in meetings including but not limited to Resume, Pre‑Con, Post‑Con, and Revenue Meeting.
• Took calls as needed, including leisure reservations, dining reservations, and activity reservations.
• Managed the creation and setup of packages, promotions, and rate codes.
• Produced monthly reporting/analytics, Nextiva, KPI’s, Goggle Commissions.
• Practiced, managed, and promoted the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations.
• Represented the Company with a positive attitude and professional presentation.
• Followed sustainability guidelines and practices related to the Company’s sustainability programs.
• Carried out any other duties within the broad spirit, scope, and purpose of this job description.

• Skill in organizing resources and establishing priorities
• Ability to handle multiple, simultaneous tasks and projects effectively and efficiently
• Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments
• Staff development and performance management skills
• Knowledge of office management principles and procedures
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Ability to communicate with all departments and continuously perform essential job functions
• Willingness to learn and grow professionally; accepts and supports change to policies and procedures as needed
• Ability to perform job functions with attention to detail, speed and accuracy under pressure of tense/confrontational situations
• Uphold the Company standards, policies, and procedures
• Prioritize and organize tasks and work area
• Ability to remain calm and resolve problems using good judgement as interpreted by the management
• Follow directions
• Work cohesively with co‑workers as part of a team
• Maintain confidentiality of guest/employee information and pertinent hotel data
• 1‑year previous luxury hotel operations experience preferred
• College degree or equivalent work experience
• Minimum 2‑5 years of supervisor or management experience as Group Reservation or Reservations Manager
• Must have experience managing and developing staff
• Experience in a five‑star environment preferred

• Ability to sit, stand and walk for extended periods
• Must be able to lift and/or move up to 25 pounds
• Comfortable in a variety of environments, including kitchens, dining rooms, and outdoor venues
• Close visual acuity for tasks such as data analysis, computer work, reading, and detailed inspection

All your information will be kept confidential according to EEO guidelines.