Sunseeker Resorts is looking for a Reservations Manager to join our team! The Reservations Manager is responsible for overseeing transient and group bookings, managing the reservations team, and collaborating with sales and operations to ensure that guest service standards are met. All duties are performed in accordance with department and Sunseeker Resorts policies, practices, and procedures. Job Duties
- Lead, mentor, and train the team to ensure motivation and excellent customer service.
- Set performance goals, monitor productivity, and provide feedback for operational efficiency.
- Manage scheduling and workflow to ensure accurate booking processing.
- Oversee transient and group bookings for accurate system processing.
- Collaborate with clients and the sales team to facilitate smooth group reservations.
- Serve as the main contact for clients, ensuring a smooth booking process from inquiry to execution.
- Manage group room blocks, cutoff dates, and monitor attrition to maximize revenue.
- Utilize Maestro, Delphi, iHotelier, or other PMS systems to manage reservations effectively.
- Ensure data accuracy in systems (rates, availability, special requests).
- Stay updated on system enhancements and train team members.
- Collaborate with sales and revenue teams to optimize pricing strategies for bookings.
- Review contracts and ensure the team understands contract terms.
- Assist with inventory management, forecasting, and room allocation for maximum revenue.
- Address guest inquiries, special requests, and complaints professionally.
- Resolve booking issues, including disputes related to rates or room types.
- Work with front office, housekeeping, facilities, and sales to ensure smooth group transitions.
- Provide regular reports and updates to the Director of Rooms, Director of Sales, or Director of Revenue Management on performance, booking status, and revenue forecasts.
- Exercise discretion and independent judgment when evaluating new programs, new services and new ideas
- Stay abreast of property goals in order to create, support and present departmental goals to executive leadership
- Continue to learn and be on the forefront of new technology for the hotel industry
- Create ways to further enrich the guest experience by continuously reviewing, implementing and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards
- Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience
- Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest's satisfaction
- Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Front Services, Front Office, F&B, Golf Course and Executive Offices
- Foster a management team that possesses and delivers on key strategies of guest service, employee relations, team cooperation, financial responsibility and asset management
- Ensure all accounting, payroll and employee relations matters are handled in compliance with company policy
- Perform other functions as needed
Minimum Requirements Combination of Education and Experience will be considered.Sunseeker Resorts performs criminal background checks on all candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Sunseeker Resorts uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov.
- Bachelor's Degree in Hospitality, Business Administration or equivalent education/experience
- Minimum of three (3) -five (5) years in reservations/front office operations in a hotel/resort setting
- Minimum of two (2) years' experience in a leadership role
- Proficient in reservation systems similar to Maestro PMS, Delphi, or iHotelier.
- Knowledge of group contracts and revenue management principles
- Proven track record in managing group reservations and maximizing revenue
Other Minimum Requirements
- Ability to work varied shifts, including weekends and holidays
- Working knowledge of Microsoft Office
- Excellent customer service skills
- Ability to function well under pressure, manage multiple priorities, and meet established deadlines
- Must possess mature personal discretion and sound judgment
- Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
- Excellent organizational, analytical and project management skills, with particular attention to quality and detail
- Interpersonal skills to deal effectively with all business contacts
- Professional appearance and demeanor
Sunseeker Resorts is an Equal Opportunity Employer (EOE) and is committed to creating a diverse workplace environment. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances. For more information, see www.sunseekerresorts.com