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Reservations Manager - WIH - Denver, CO

Warwick International Hotels is looking for a skilled and experienced reservations professional to join our unique and distinctive Hotel group. We are seeking a Reservations Manager to oversee our US based Reservations Department.

Essential duties and responsibilities include but are not limited to:

  • Oversee, supervise and perform daily activities of the Reservations Department currently servicing all six U.S. hotels. 
  • Develop and maintain standard of operation and best practice. Responsible for monitoring of group cutoff dates, securing and reviewing all rooming lists, monitoring group block activity (i.e., pickup, wash). 
  • Provide guests with the requested information concerning the city, the hotel and its services. 
  • Obtain the necessary information from the guests and enter it into the PMS computer system.  
  • Must be effective in sales and upselling. 
  • Mentor, coach and supervise Reservations team in issues relating to the daily operation of the Reservations Department. 
  • Assist in recruiting, hiring and training within the department. 
  • Manage the input of FIT reservation data in hotel PMS system to include inventory and rates.  
  • Audit group rooming list inputted into hotel PMS system, correcting or changing when required.  
  • Other duties as assigned.

Supportive Functions & Requirements:

  • Manage hours of operation, volume of calls, denials ratio, call gating ratio and level.
  • Follow department policies, procedures and service standards.
  • Accept, cancel, and revise reservations and keep accurate counts and records. 
  • Answer all incoming calls, emails and faxes in a friendly and efficient manner. 
  • Develop working relationships with managers in the Front Desk and Sales Departments.
  • Train, develop and manage Reservations personnel.
  • Maintain knowledge on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers. 
  • Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers
  • Budget and cost management (payroll, and other expenses).
  • Continually monitor actions of competitive hotels (product quality improvements, supply changes, pricing strategies, service offerings, etc.).
  • Complete weekly work schedule/payroll for reservation agents according to business forecast, payroll budget guidelines and productivity requirements. 
  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Must be able to read and write to facilitate the communication process.
  • Requires good communication skills, both verbal and written.
  • Effective ability to supervise, train and motivate staff to maintain optimal department operation and staff development in a call center environment.
  • Extensive knowledge of competitive hotels (upper, direct and lower tier).
  • Complete knowledge of hotel rooms and meeting related services available to guests.
  • When needed, the ability to use/manipulate the Central Reservation, Yield Management and Property Management Systems.  Updating rates, inventory and other info.
  • Comprehension of the reservation sales process in accordance with hotel standards.
  • Answer reservation calls, and process reservation correspondence received by email or fax.
  • Understanding of all hotel rate programs.
  • Input guest, company, and travel agent information into hotel PMS system.
  • Maintain accurate reservation backup files.
  • Maintain and update FIT inventory, rates, and reservations.
  • Understanding of the group sales process.
  • Analytical approach to problem solving.
  • Assist in reviewing commissions due before payment.
  • Handle guest inquiries regarding hotel info, reservations, rate disputes, customer resolution.
  • Keep front desk updated on all incoming groups, booked dates, rates, packages, and other information as necessary.
  • Maintain hotel guest, travel agent, and when needed company profiles in hotel PMS system.
  • Maintain accurate filing system for future groups.
  • Demonstrate self-confidence, energy and enthusiasm.
  • Present ideas, expectations and information in a concise, well-organized way.
  • Use effective listening skills.
  • Monitor phone and email traffic through reservations office.
  • Train and monitor staff reservation call performance in accordance with hotel standards.
  • Manage group or interpersonal conflict situations effectively.
  • Manage time well, correctly prioritizing tasks.
  • Ability to negotiate and create win-win solutions.
  • Must possess basic computational ability.
  • Must possess computer skills, including, but not limited to, accounting programs, Microsoft Word, Excel and Delphi.
  • Minimum two years’ Reservation management experience in hotels required. 
  • Call center experience preferred but not required.
  • Experience with Opera

Physical Demands:

  • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
  • Must be able to sit at a desk from up to six hours per day. Walking and standing are required the rest of the working day. This includes travelling t and from meetings and may include air travel. Length of time of these tasks may vary from day to day and task t task.
  • Must be able to lift up to 15 pounds occasionally.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
  • Requires manual dexterity to use and operate all necessary equipment.
  • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch the phone, filing cabinets, FAX machines, photocopiers, dolly and their office equipment as needed.

Education:

  • High school or equivalent education required.

Experience:

  • Minimum two years’ Reservation management experience in hotels required. 
  • Call center experience preferred but not required.
  • Previous supervisory experience preferred.
  • Experience with Opera

Send your CV to:

Eirz Scott
Regional Office and Legal Administrator
Email: EScott@warwickhotels.com