Supervise Reservations team and ensure accuracy of information in PMS system.
Supervise, coach and develop Reservation agents
Review scores and develop strategies and incentives for Blue Print training program
Monitor staff's daily work and productivity
Create weekly staff schedule and review labor analysis
Provide MOD coverage as needed
Review daily call reports to identify trends
Process weekly staff's commissions
Review daily Opera reports
Answer Reservations calls and inquiries
Guest conflict resolution and recovery
Provide support to Front Desk and Special Services departments as needed
Review booking recaps and monitor Delphi interface in Opera
Process group resumes and rooming lists
Manage inventory of vouchers and supplies
Load package, corporate and individual rates into Opera system
Review daily availability and release un-used group rooms
Assist Accounting department with billing questions
Assist Sales department with Reservations related items
Process monthly travel agent commissions
Updates package promo log monthly
Constant supervision of Reservation agents on phone etiquette and customer service
Maintains close communication with Rooms Division Manager in regards to team's needs and performance
Process rate and availability changes in all reservation channels
Monitors and resolves rate parity issues on third party sites
Monitors Travelclick interface and resolves issues to ensure all bookings are interfacing to Opera
Communicates and meets with TPI Market Managers on performance and opportunities
Perform other duties as assigned
Minimum 1-3 previous experience in Front Office or Reservations.
AA/BA degree preferred.
Ability to use computers a must. .
Must be able to push, pull and/or lift at least 30 to 50 pounds and be able to communicate in English.
Must possess valid driver license with good driving record.
Must be alert, accurate, precise; strong ability to work with numbers. Must be able to communicate very well verbally and in writing. Must have great interpersonal skills. Must multi-task. Must be organized and detail oriented. Must have high degree of integrity. Good problem-solving skills. Very pleasant telephone personality and voice/skills. Must be computer literate and ability to use telephone.
Position is full time, flexible schedule including weekends and holidays.