Reservations Manager

When you work in Hawaii, in addition to learning about the functional aspects of running a hotel — like the proper way to make a bed or how to best handle luggage — it’s critically important to understand Hawaiian culture and the spirit of ‘ohana, or ‘family.’ When opening the first Andaz property in Hawaii, our team participated in Hawaiian culture training to help us understand what ‘ohana truly means.

Duties and responsibilities related to the Reservations Manager role :

• Collaborate with sales team and front office team for all room bookings.
• Prepare and conduct Reservations team meetings.
• Prepare duty roster and ensure completion of attendance for payroll.
• Conduct staff evaluations and appraisals.
• Prepare shift briefings to direct team members and communicate special information.
• Ensure all reservation hosts are knowledgeable about the hotel.
• Update team members on current hotel products, services, and facilities.
• Assign and supervise Reservations team tasks to ensure accuracy.
• Handle VVIP guest requests.
• Demonstrate product knowledge, understand rate structures, and manage rates effectively.
• Provide high levels of customer service to maximize guest satisfaction.
• Manage guest complaints and ensure timely resolutions.
• Answer all incoming calls according to hotel standards.
• Review reservation status, confirmed bookings, cancellations, and no-shows daily.
• Collaborate with other management staff to support overall hotel success and guest satisfaction.
• Ensure Reservations staff work supportively and flexibly with other departments.

Qualifications

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