Sales Reservations Manager

				Overview:

The Sales Reservations Manager is responsible for maximizing Rooms revenue through management of the hotel's room inventory, and for assisting in managing of the day-to-day activities and duties of the Sales and Reservations Department.

Responsibilities:

* Support the daily operations of the Reservations and Sales office by ensuring efficient administrative processes, organization, and communication across departments.
* Answer and respond promptly and professionally to telephone calls, emails, mail correspondence, and guest, client, or employee inquiries.
* Assist with reservation operations by maintaining complete proficiency in all PMS systems and reservation platforms, including OnQ, R&I, GDS, and all Hilton Brand platforms within brand standards.
* Maximize room revenue, occupancy, and rate integrity by supporting Revenue Strategy initiatives in accordance with SOPs.
* Attend and participate in Revenue Strategy, Sales, departmental meetings, and training sessions as required by management.
* Review arrivals reports, reservations logs, guest request logs, and group block information daily to ensure accuracy and operational readiness.
* Monitor competitor occupancy and pricing trends and communicate recommendations to leadership based on findings.
* Maintain knowledge of hotel amenities, outlets, hours of operation, promotions, and corporate programs to effectively communicate information to guests, clients, and callers.
* Maintain adequate inventory of office supplies and ensure office items remained stocked.
* Ensure compliance with hotel policies and procedures related to billing, routing, accounts receivable, PM accounts, payroll, and credit policies.
* Assist with preparation of monthly occupancy and revenue forecasts, daily/weekly reports, Event Orders (EOs), meeting minutes, group resumes, and departmental correspondence.
* Maintain accurate and organized filing systems for reservations, reports, correspondence, restrictions, contracts, and operational documentation.
* Coordinate and communicate inventory availability, suite controls, closeouts, and group updates with wholesalers, travel partners, and internal departments.
* Monitor and coordinate VIP guests, amenities, special requests, group arrangements, and corporate-sponsored programs to ensure exceptional guest experiences.
* Prepare and process travel agent/group commissions/checks, payroll corrections, scheduling documentation, and other administrative records in a timely manner.
* Maintain office efficiency by managing trace files, office supply inventory, departmental stationery pars, copying, faxing, mailing, and general administrative support.
* Assist with meeting and event space operations and provide support for guest and client services as needed. 
* Conduct quality assurance test calls and support adherence to hotel service standards, reservation procedures, and rate quoting standards.
* Maintain professional working relationships and open communication with managers, employees, guests, and other departments to support operational and revenue goals.
* Stay current with industry trends, systems, software updates, and operational innovations relevant to reservations, sales, and hospitality operations.
* Support Sales Team needs including reporting, data processing reports, contracting support, group/event billing and site inspection tasks as needed.

Qualifications:

* A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or at least two to three years of experience in a hotel or related field required.
* Previous management experience preferred.
* Must be proficient in Windows and company approved spreadsheets and word processing.
* Flexible and long hours sometimes required.
* Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
* Maintain a warm and friendly demeanor at all times.
* Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
* Must be able to multitask and prioritize departmental functions to meet deadlines.
* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
* Attend all hotel required meetings and trainings.
* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to cross-train in other hotel related areas.
* Must be able to maintain confidentiality of information.
* Must be able to show initiative, including anticipating guest or operational needs.
			

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