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Reservations Manager

Location:Miami Lakes, FL
Salary Range:$15.00
Employment Type:Full Time

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.


Our Benefits include:

  • 401(k) with company match
  • Employer Funded Pension Plan
  • Personal Time Off (PTO)
  • Holiday Pay
  • Health Benefits
  • Dental Care Benefits
  • Life Insurance Benefits
  • Short & Long Term Disability
  • Legal Plan
  • Athletic Club Membership Discount
  • Golf Club Membership Discount
  • Restaurant Discounts

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