Join Spire Hospitality in helping create unforgettable guest experiences.

We're redefining hospitality with a focus on People, Passion, and Purpose. Join Us.

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.

Job Overview:

The Reservations Manager is responsible for overseeing the property's in-house Reservations operation in the property's continuing effort to deliver outstanding guest service and financial profitability.

Responsibilities and Duties:

• Manage the day to day operation of the Reservations department, including supervising reservations agents, processing group rooming lists and blocks, ensuring billing accuracy of reservations, managing room type inventory and restrictions, and enforcing reservations sales protocol.
• Meticulously manage all incoming and active reservations for the hotel, ensuring the accuracy of all reservation records and group blocks.
• Promote team spirit and encourage excellence in telephone sales and service performance among all reservations staff. Works one-on-one with reservations agents to improve their sales techniques as well as ensures an ongoing coaching, training, and development of staff.
• Complete departmental scheduling and payroll with ability to react to changes in phone volume while performing within the departmental budget.
• Responsible for loading and maintaining rates, packages and tracking codes in the Property Management system.
• Responsible for regular monitoring of room categories in the PMS system, to ensure revenue maximization and potential yield management opportunities.
• Conduct employee reviews, monthly departmental meetings, and various briefings on policy changes, new promotions and new procedures.
• Maintains strong communication and relationship with overflow central reservations office regarding property information and selling strategies, and also maintaining appropriate service and conversion levels.
• Must be a good communicator and able to motivate staff in a close quarters work environment.
• Ability to create good working relations between reservations staff and all hotel departments.
• Must be able to develop a complete understanding of hotel reservation, front office and revenue management systems.
• Requires self-initiative, analytical skills, proficiency in technical areas and customer relations.
• Requires good time management, organizational skills and the ability to work well under pressure and manage multiple priorities.
• Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues, and special events.
• Complete recruiting process, interview, and train Reservations associates
• Responsible for various production reports and supplies to each department concerned.
• Monitoring Telephone manners and general performance of reservations staff daily.
• Ensure special handling of repeat guests and VIP guests.
• Monitors and coordinates group reservations activity with the Sales Department and meeting planners.
• Follows up on tentative bookings and updates reservation status.
• Reviews no-show and cancelled reservations and processes charges according to the property's policy

Specific Job Knowledge and Skills:

• Minimum 2-years experience in reservations or front office required, preferably as a Reservation Supervisor, Assistant Reservations Manager, or Front Office Supervisor/Manager in a hotel/resort environment.
• Degree in hospitality management or a related field preferred
• Proven experience in a guest services leadership role within the hospitality industry
• Exceptional leadership and team management skills
• Strong customer focus and a genuine passion for providing outstanding service.
• Excellent communication, negotiation, and problem-solving abilities
• Ability to analyze data and make informed decisions.
• Demonstrated proficiency in hotel management systems and guest service software
• Availability to work flexible hours, including evenings and weekends.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
• All team members must maintain a neat, clean, and well-groomed appearance (specific standards available).

• Team Members are always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.
• Complies with health and safety rules, regulations, and procedures to maintain a safe environment.

Working Conditions:

Physical Demands:

The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge of skills and abilities.