Sales Reservations Manager
$72,000–$76,000 year
On-siteSan Francisco, California, United States
San Francisco, California, United StatesOn-siteFull Time$72,000–$76,000 yearEnterprise
Full TimeEnterprise
Job Summary
Manage the hotel's room inventory and support daily Sales and Reservations Department operations by answering inquiries, maintaining proficiency in PMS systems like OnQ and Hilton platforms, and ensuring rate integrity. Maximize revenue by supporting Revenue Strategy initiatives, reviewing daily arrival and reservation logs, and monitoring competitor trends to communicate recommendations to leadership. Coordinate inventory availability with wholesalers and travel partners, process commissions and payroll corrections, and conduct quality assurance test calls to uphold service standards. Prepare occupancy forecasts, event orders, and departmental reports while maintaining organized filing systems and office supply inventory. Monitor VIP guests and group arrangements to ensure exceptional experiences and maintain open communication with managers, employees, and guests.
Required Qualifications
- A 4-year college degree
- A 2-year college degree and at least 1 year of related experience
- At least two to three years of experience in a hotel or related field
- Proficiency in Windows
- Proficiency in company approved spreadsheets
- Proficiency in word processing
- Ability to effectively communicate both verbally and written
- Ability to listen to, understand, and clarify concerns raised by employees and guests
- Ability to multitask and prioritize departmental functions to meet deadlines
- Ability to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
- Ability to cross-train in other hotel related areas
- Ability to maintain confidentiality of information
- Ability to show initiative, including anticipating guest or operational needs
- Ability to handle problems, including anticipating, preventing, identifying and solving problems as necessary
- Ability to maintain regular attendance in compliance with Highgate Hotel Standards
- Ability to maintain high standards of personal appearance and grooming
- Ability to wear the proper uniform and nametag
- Ability to comply with Highgate Hotel Standards and regulations
- Ability to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Ability to maintain a warm and friendly demeanor at all times
- Ability to stay current with industry trends, systems, software updates, and operational innovations relevant to reservations, sales, and hospitality operations
- Ability to support Sales Team needs including reporting, data processing reports, contracting support, group/event billing and site inspection tasks as needed
- Ability to conduct quality assurance test calls and support adherence to hotel service standards, reservation procedures, and rate quoting standards
- Ability to coordinate and communicate inventory availability, suite controls, closeouts, and group updates with wholesalers, travel partners, and internal departments
- Ability to monitor and coordinate VIP guests, amenities, special requests, group arrangements, and corporate-sponsored programs to ensure exceptional guest experiences
- Ability to prepare and process travel agent/group commissions/checks, payroll corrections, scheduling documentation, and other administrative records in a timely manner
- Ability to maintain accurate and organized filing systems for reservations, reports, correspondence, restrictions, contracts, and operational documentation
- Ability to maintain adequate inventory of office supplies and ensure office items remained stocked
- Ability to maintain knowledge of hotel amenities, outlets, hours of operation, promotions, and corporate programs to effectively communicate information to guests, clients, and callers
- Ability to monitor competitor occupancy and pricing trends and communicate recommendations to leadership based on findings
- Ability to review arrivals reports, reservations logs, guest request logs, and group block information daily to ensure accuracy and operational readiness
- Ability to maximize room revenue, occupancy, and rate integrity by supporting Revenue Strategy initiatives in accordance with SOPs
- Ability to 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
- Ability to answer and respond promptly and professionally to telephone calls, emails, mail correspondence, and guest, client, or employee inquiries
- Ability to support the daily operations of the Reservations and Sales office by ensuring efficient administrative processes, organization, and communication across departments
- Ability to attend all hotel required meetings and trainings
- Ability to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
- Ability to be flexible
- Ability to work long hours
- Ability to exert 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
Desired Qualifications
- Previous management experience
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