Scope of Position

The Reservations Manager will be responsible for overseeing the reservation functionality of the resort and will work closely with the Director of Rooms to maximize leisure revenue while providing accurate and timely information on reports. He/she will oversee the Leisure Reservation and At Your Service team while instilling consistency of the JW Marriott Turnberry Miami standards as well as generating and promoting ideas to continue in elevating our service levels.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 2-3 years experience in a supervisory or management role in a Guest Relations, Reservations and Front Office department of a luxury hotel.
• Club Member Reservations experience is a plus.
• Understanding of group reservations and block process.
• Basic accounting and mathematical skills.

Responsibilities

• Manage all aspects of the group room blocks and reservations including but not limited to; entering group room blocks, maintain pick-up and cut-off date analysis.
• Ensure billing, special requests and VIP information is set in the system as well as communicated to the essential departments of the hotel & resort.
• Manage daily operation to receive reservations for accommodations, spa, all food & beverage outlets, and golf.
• Oversees Leisure, Restaurant, and Member Reservations.
• Manage At Your Service Operators and frequently audit calls.
• Maintain database of guest preferences, habits and special dates and prepare guest reservations accordingly based on their preferences.
• Field incoming calls related to groups, special requests and suite room reservations, spa, golf and restaurant reservations.
• Manage the travel agent commissions process.
• Manage room blocks and execute group rooming lists.
• Review, assess and direct performance levels of department as needed to drive revenue and occupancy for the resort.
• Monitor systems to ensure room blocks, rates and reservation parameters are in line with the hotel & resorts goals.
• Maintaining relationships with counterparts to capture overflow business.
• Monitoring call volume and demand to maximize departmental efficiencies.
• Work closely with the reservations call center to maintain updated information and provide support.
• Support role to the Director of Revenue Management to facilitate maintaining restrictions, loading rates, preparing forecasts, and managing extranet systems.
• Working with database manager and GRC to keeping information on sell web, and internet channels current.
• Perform any other reasonable duties as required by management.

Education

• 4-year college degree from accredited university preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Ability to understand and implement administrative policies and procedures; conduct administrative research and analysis; collect, evaluate and interpret varied data, evaluate alternatives reach sound conclusions; use graphics, spreadsheet and database programs to develop reports, databases and communications materials.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• Must be able to work in a fast paced environment.
• Must be physically fit in order to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.