WORK OBJECTIVE: To manage the reservations department, ensure the department efficiently follows all guidelines, recruit and train new reservations staff, and report to the Revenue Manager. ESSENTIAL FUNCTIONS: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within the work objective. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. * Ensure that Opera/IVVY coincide and make appropriate adjustments to correct discrepancies. * Ensure accuracy in individual reservations from Guest Reservations Agents. * Oversees all group bookings and ensure accuracy in system. * Ensure service standards are maintained, receiving, and acting upon customer feedback. * Coaching and empowering the Team / Delegating and Prioritizing tasks to maximize efficiency, so that we are providing raving fan service in the reservations area. * Ensure proper procedures are in place/used when answering phones and dealing with guest calls/issues. * Train the staff to perform and meet service standards. Responsible for ongoing training, to include new-hires, monthly training topics, and cross training of staff. Maintain target scores for Signature training. * Assist the Front Desk Staff and Front Office Manager with tasks such covering the front desk, checking in/out guests, settling payments, and assisting guests with questions regarding the hotel or hotel bookings. * Scheduling of staff and managing payroll for reservations positions. * Runs/manage reports, i.e. Expected Arrivals, Expected Departures, Guest In-House Rate Check, Group Rooming Lists, Third-Party Check Outs. * Work with Sales Managers in booking reservations for clients and groups. * Read group resumes daily and handle responsibilities including adding notes/alerts, setting routing instructions, adding packages, set direct billing instructions. * Check In-House Groups on the daily basis to ensure resume instructions are being adhered including vouchers are being given, rates are correct, billing instructions are correct, billing in PM room is accurate, and PM room is being checked out on time. * Process reconciliation for third party reservations such as Expedia and Booking.com on the monthly basis. * Process commission payment for Travel Agencies via TACs on the monthly basis. * Review GRA's checklists to ensure completion. * Must adhere to uniform/grooming standards and all Raving Fan Service Standards. * Other duties may be assigned as needed. Supervision: * None Education: * High school Diploma a plus Preferred Education: * College degree (AA or BA) QUALIFICATIONS: * 1-3 years in supervisory role in Hospitality/Reservations, preferably Front Office environment. * Must be able to interact and communicate with individuals at all levels of the company. * Clear and professional written, oral, and interpersonal communication skills. * Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks, demands, establishing priorities and meeting deadlines. * Excellent organizational and time management skills with the ability to multi-task and follow through. * Bi-lingual (English/Spanish) a plus. KNOWLEDGE, SKILLS, AND ABILITIES: * Skill in the use of computers and computer systems (including hardware and software) to set up functions, enter data, and process information. * Skill in using mathematics to solve basic problems. * Skill in working independently and following through with assignments with minimal direction. * Skill in adapting to a changing work environment, competing demands and ability to deal with frequent change, delays, or unexpected events. * Ability to understand and/or communicate effectively in both verbal and written format in the English language. * Ability to follow oral and written instructions and organize work for timely completion. * Ability to perform detail-oriented tasks in a high-volume work environment with minimal supervision. * Ability to regularly attend work and arrive punctually for designated work schedule.