Reservations & Distribution Manager

Position : Reservations & Distribution Manager

Reports To : Director of Reservations & Distribution

Overall Scope and Responsibility:

Supervise, train, schedule and evaluate Reservation & Distribution staff ensuring that all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments. Oversee that group business is processed and reflected properly in system. Oversee that wholesale business is processed and reflected properly. Will support and ensure performance of staff in accordance with Think Hospitality Standards of Service.

Essential Job Function:

• Assist in managing availability, rates and inventory in all channels, and communicates strategies and restrictions to operations teams.
• Responsible for maintaining rate parity across all channels, including follow up processes for repeat offenders.
• Aids in content management in electronic channels, liaises with hotel Marketing team to ensure regular updates of images and descriptions of hotel, room brands, outlets and services are completed.
• Knowledge of rate loading and distribution.
• Maintain distribution systems, manage technical tickets and loading request.
• Maintain complete knowledge of and comply with all Front Office and Reservations departments policies/service procedures/standards.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and at any time.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of:
• All hotel facilities/services, hours of operation.
• All guest room layouts, bed types, dcor and locations.
• Room availability for any given day and at any given time.
• Restricted dates, rates and room types.
• All room rates, packages and promotions.
• Specific arrangements between hotel and travel agencies, and outside channels.
• Entertainment/special events scheduled in the hotel.
• Access all functions of the computer system.
• Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
• Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
• Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
• Ensure staff's knowledge of hotel services, features and amenities as well as needs selling principles.
• Prepare and communicate assignments to the staff. Assign additional tasks as they arise.
• Respond to incoming calls during high volume periods.
• Monitor and ensure that Reservations, and Distribution staff perform their job functions to the hotel's standards.
• Monitor and ensure that all reservations (including manual) are input into the system.
• Ensure processing of advance deposits, refunds of such and confirmation of both are communicated to customers.
• Coordinate and process guest e-mail collection, respond to any web site guest correspondence via all distribution channels.
• Staff development including hiring, staff motivation, coaching/counseling, documentation including probationary and annual reviews.
• Work closely with other key departments to effectively accommodate guests' special requests and amenities, ensuring open lines of communication with these key departments facilitates the reduction of operational challenges.
• Communicate designated VIP reservations to the Hotel Manager and Director of Front Office and department managers, including:

• Daily response to VIP requests within 24 hours of receipt
• Daily input of VIP room requests within 24 hours of receipt
• Responsible for VIP reservation accuracy including dates, rates, room type, billing and special requests

• Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department.
• Compile and report conversions weekly from Calling Center.
• Review reservations agent activity report daily for accuracy of codes, rates and guest information as it relates to market segmentation, source of business and accounting SOP's.
• Review Travel Agency Commission Report weekly for accuracy; resolve any discrepancies.
• Attend designated meetings, including weekly Revenue and Sales meetings and Resume meetings along with weekly Manager's meeting.

Job Requirements

• Minimum of 2-year reservations management experience
• Bachelor's Degree in Hospitality or related field required
• Must be detail oriented
• Knowledge of industry reports
• Knowledge of hotel market segments
• Knowledge of Group Block PMS functions preferred.
• Must have the ability to multi-task without error
• Must perform well in high stress environment

Skill Requirements

• Proficient in English, required
• PMS: Opera/Room Master/Infor HMS
• Proficient in Microsoft Excel
• Familiarity with Amadeus Channel Management, Synxis and IHotelier preferred