Reservation Manager

As part of Sage Hospitality Group , we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Supervise and handle all telephone inquiries and reservations to provide efficient, accurate and courteous reservation services and telephone solicitations while maintaining on-going communications with group sales and the front desk on room status. Responsible for maximizing revenues and meeting annual budget

• Answer the telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately, using the hotel's selling strategy and segmenting reservations into the appropriate category.
• Prepare and reconcile forecasts and reports to include but not limited to; a daily three-day forecast, 90-day forecast strategy boards, etc.
• Supervise the Reservations Sales personnel; interview, hire, train, coach and counsel, schedule, verify and direct.
• Responsible for performance reviews development.
• Verify all reservations and group room blocks. Input promptly, correctly code and update all hotel information into the reservation system.
• Track denials, demand and forecast information on a daily basis including franchise database.
• Maintain accurate records for guaranteed no-shows, cancellations, advance deposits, occupancy and history information.
• Maintain a group information log and monitor the progress of all room blocks.
• Maximize franchise resources, including rate solicitation, program participation and other tools.
• Respond to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.
• Negotiate rates and up-sells rooms in order to increase occupancy and maximize revenues.
• Promotes the hotel and its services in order to capture customers and increase revenues.
• Operate reservations system by entering and accessing data in order to provide callers with accurate hotel information.
• Duties will include manual and computerized skills.
• Provide accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing.
• Compile, sorts and stores reservation cards in order to maintain accurate and organized files for easy access and research.
• Direct yield management effort effectively.
• Enter all special room requests into computer or manual system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
• Keep up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
• Input group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
• Manage resources including franchise systems, airline systems, yield systems and tracking systems.

OTHER RESPONSIBILITIES

• All other duties as assigned, requested or deemed necessary by management.

SUPERVISORY DUTIES

­Supervise two to five associates.

BEHAVIORAL FOCUS

At Sage, we pride ourselves on the behaviors that build our culture and help associates perform in their positions. We value integrity, performance, team spirit, growth, delivering extraordinary guest experiences, and engaging in our communities. We have also outlined specific competencies that contribute to success at Sage. Please review our competency models to understand the behaviors expected of different levels in the organization (you may find these models in our learning management system).

Education/Formal Training

High School diploma or equivalent. Further education is desirable.

Experience

Must have two to three years of hotel front office and/or reservations experience.

Knowledge/Skills

• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
• Ability to operate computer reservations systems.
• Ability to take reservations over phones and to read computer screen and relay information to guests.
• Ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.
• Ability to communicate verbally and to follow written or verbal instruction.
• Must be able to use tact and understanding when dealing with demanding or unpleasant customers.
• Must be able to memorize facts and figures.
• Must be organized and display patience when handling more than one call at a time.
• Must be friendly, enthusiastic and helpful.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• No lifting pushing, pulling or carrying required.
• No bending/kneeling required.
• Mobility -ability to move around reservations area.
• No continuous standing required.
• No driving required.

Environment

Prolonged sitting throughout entire shift at computerized or manual work station in office environment. Work inside 95% of week.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.