Overview:
Oversee the reservations aspects of the hotel while ensuring that all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. This role will report to the Director of Rooms and perform other duties related to reservations and revenue management as required.
Responsibilities:
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Group Reservations and Management:
- Manage group reservation processes including creating and maintaining room blocks, ensuring accurate guest information and billing, and handling rooming lists and reservation changes in collaboration with the Convention Service Manager and group clients.
- Oversee group reservation accuracy, monitor group block creation, and verify details before, during, and after the event dates.
- Manage duplicate reservations and resolve any group reservation errors.
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Daily Operations and Monitoring:
- Run daily reports for group arrivals and no-shows, monitor room type availability, and handle non-guaranteed reservations.
- Regularly check reservations for potential overselling and handle related adjustments.
- Attend weekly group pick-up meetings and monthly credit meetings to ensure accurate billing and revenue posting.
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Communication and Reporting:
- Serve as the point of contact for reservation management, responding to queries regarding rates, changes, and billing issues.
- Attend and participate in necessary meetings, including pre-convention meetings and operational department meetings, to represent the reservations department.
- Produce and distribute regular reports like the Group Commission Report after group departures and the Group Pickup Report.
- Complete requests for group histories.
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Technical and Analytical Tasks:
- Complete tasks like competition rate analysis, monitor and manage bookings through internet and FIT, and handle guest communications on platforms like booking.com and Expedia.
- Ensure accurate input and management of reservations in systems like OPERA and PMS, and ensure timely responses to all communications.
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Financial Responsibilities:
- Manage financial transactions including charging for no-shows, cancellations, deposits, and processing group commissions.
- Attend to guest billing inquiries and assist Accounting with Travel Agent commission inquiries.
- Leadership & Team Management
- Provides day-to-day leadership and supervision of the Reservations and Group Housing team, ensuring associates understand expectations, priorities, and service standards.
- Manages direct reports including scheduling, payroll review, performance coaching, and professional development for a team of up to nine associates.
- Serves as the first point of escalation for team members when operational challenges arise, providing guidance and resolution while maintaining service standards and departmental efficiency.
- Ensures departmental procedures, brand standards, and operational processes are consistently followed, reinforcing accountability and accuracy across the team.
- Facilitates team communication through regular meetings, stand-ups, and updates to ensure alignment with hotel priorities, brand initiatives, and operational changes.
- Partners with Human Resources and hotel leadership to address performance concerns, recognition opportunities, and employee relations matters when necessary.
- Supports onboarding and training of new associates and reinforces ongoing development to ensure strong technical knowledge of reservations systems, group housing procedures, and inventory management practices.
- Acts as the departmental leader in the absence of the Director of Revenue Management or other departmental leadership, ensuring continuity of operations and decision-making.
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Additional Responsibilities:
- Assist with VIP, internal, fax, and email reservations.
- Maintain a thorough knowledge of hotel services, events, and manage special accounts like ESP.
Qualifications:
- Knowledge of four-diamond / four-star customer service standards
- Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred)
- Must have the ability to satisfactorily communicate in written and spoken English with clients and colleagues to their understanding.
- Must have proficiency in Microsoft Excel and be able to work efficiently in various electronic database programs. Experience in Delphi FDC, PMS, ORS, PMS, Extranets, ART and SQL Server Reporting is preferred.
- Minimum of 3 years of reservations or group housing experience in a large hotel (600 keys+) is required. Luxury is preferred.
- Minimum of 1 year of hotel management experience leading people is required. Luxury experience is preferred.
- High school diploma required, college degree preferred.
Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:
EEOC is the Law Poster.
Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.
If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.
Source: Hcareers
