Reservations Manager Resume Sample
Efren Pfannerstill
9600 Jenkins Ridge,
Philadelphia,
PA
+1 (555) 706 2134
Work Experience
Reservations Manager
11/2016
-
PRESENT
Boston, MA
- Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel
- Monitors and reviews regularly the room and rates availability, hotel status, close-out dates and overbooking situation
- Extends full cooperation within and between other departments
- Informs/Calls the attention of the Revenue Manager for situations like: overbooking, system failure and other critical cases. Consults with DOR/DOSM before making any critical decision at work
- Observes and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards and policies
- Maintains accurate records of data essential to future business plans and generates weekly and monthly reports required by the management and owners
- Observes and ensures that proper telephone manners are maintained at all times
Assistant Reservations Manager
04/2014
-
05/2016
Houston, TX
- Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
- Checks and ensures that the job assigned has been effectively completed on the timely basis and according to hotel’s expectation
- Recommends corrective actions for unfavourable variances in job standards and budget commitment
- Administers personnel action on leaves & overtime requests, disciplinary actions and commendation as assigned by Manager
- Communicates effectively with guests, subordinates, superiors and other section heads
- Coaches, directs, supervises and counsels all reservations staff when applicable, evaluates objectively the performance of staff in his/her responsibilities, provides training to all staff in his/her department regularly, motivates staff to grow within the company and develops him/herself to be a better manager at all times
- Interacts with clients, guests, government officials, and other important individuals/companies in the community to promote the hotel
- Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done
- Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special
Cluster Reservations Manager
04/2011
-
11/2013
Dallas, TX
- To assist in building of an efficient and engaged team of employees by having an active interest on their welfare, safety and development
- To ensure that all departmental reports and correspondence are completed on time and accurately
- To work closely with Front Office and Sales Departments as well as Fairmont Hotels and Resorts Global Reservations to ensure inventory accuracy
- Work with Revenue & Reservations to monitor inventory and troubleshoot problem dates
- Build and maintain new and existing rate offers
- Chair weekly Inventory Management meetings with Tour, Group and Front Office
- Support Tour, Leisure and Group Reservations agents daily to ensure tasks are completed efficiently and accurately
- Focus on Group Reservations, ensuring block accuracy, rate integrity, and inventory management tasks are completed
- Effectively interpreting and understanding client’s requirements
Education
Arkansas Tech University
2007 - 2011
School's Degree in Hospitality Administration
Professional Skills
- Demonstrate excellent leadership skills with good experience in developing a team
- Excellent customer service skills and enthusiasm in delivering excellent service
- Demonstrate excellent presentation, negotiation and communication skills with the customers and other hotel departments
- Possessed excellent verbal and non-verbal communication skill. Excellent email etiquette and guest services skill
- Strong organizational skills and ability to prioritize tasks within a fast-paced work environment
- Excellent leadership skills including the ability to coach, mentor, motivate and hold all associate accountable for their responsibilities
- Proficient in English language with excellent written and reading skills
How to write Reservations Manager Resume
Reservations Manager role is responsible for english, leadership, negotiation, delegation, japanese, organization, credit, retail, finance, training.
To write great resume for reservations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Reservations Manager Resume
The section contact information is important in your reservations manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Reservations Manager Resume
The section work experience is an essential part of your reservations manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous reservations manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular reservations manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Reservations Manager resume experience can include:
- Strong organisational skills coupled with attention to detail
- Possesses the ability to work under pressure and has strong organisational skills and exemplary time management
- Managing, training and instructing skills
- Ensuring appropriate staffing levels to effectively meet call demand
- Effectively manage inventory and pricing strategy in all distribution channels including branded web, 3rd party sites and GDS
- Creativity, Stress Management, Self Development, Listening and oral Skills
Education on a Reservations Manager Resume
Make sure to make education a priority on your reservations manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your reservations manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Reservations Manager Resume
When listing skills on your reservations manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical reservations manager skills:
- Demonstrated strong supervisory and leadership skills. Previous Management experience an asset
- Excellent conceptual and communication skills, good knowledge of the sales and reservations
- Excellent written and verbal communication skills, strong delegation and results orientated
- Strong business evaluation and analysis skills and ability to independently exercise discretion in connection with business decisions
- Confidence, ability to perform well under pressure. Strong ability to multitask and prioritize. Excellent judgment
- Excellent organization and management skills with a “hands on approach”
List of Typical Experience For a Reservations Manager Resume
1
Experience For Assistant Reservations Manager Resume
- Good communications skills and ability to work under pressure,
- Excellent organizations skills and ability to find solutions
- Effectively communicate verbally & in writing
- A previous successful experience managing and training teams
- Responsible for preparing effective and efficient work schedule
- Experience working in a cluster revenue management environment
2
Experience For Royal Service / Reservations Manager Resume
- Good knowledge of Reservations different tasks and capability of implementing new projects
- Experience working in a high pressure, high volume environment
- All convention resumes are audited prior to group's arrival
- Previous experience with hotel property management systems, especially Opera, is helpful
- Operate at all times within the guidelines of the Associations Governing Documents
- Two years Reservations Management Experience (as Assistant Manager)
- Previous experience as Reservations Manager or Assistant Reservations Manager in a large hotel
- Has an excellent command of the English language, both spoken and written
- Previous experience in Revenue Management, Sales, or Guest Services
3
Experience For Cluster Reservations Manager Resume
- Experience in a variety of economic situations
- Experience in your current position either Assistant Reservations Manager or as a Reservations Manager
- Good knowledge of Rate configuration and set up in Opera
- Proficient in verbal/written English and Good knowledge of French
- Maintain good relationship with regular guests and ensure their needs are identified
- Experience in a hotel environment
- Researching, auditing and processing weekly travel agent commission requests and payments, including use of Pegasus website
4
Experience For F&B Reservations Manager Resume
- Reviewing customer complaint data and working with the Quality Assurance Manager to make adjustments in staffing and processing, as needed
- Reflecting the company’s environment friendly vision and encouraging & supporting team members on the Green Engage program
- Maximizing the occupancy levels by reviewing and revising revenue strategies
- Resolving no-shows/overbooked/book out situations including re-housing of guests/groups
- Having knowledge of entire Reservation Procedure according to Accor standards
5
Experience For Luxury Reservations Manager Resume
- Handling and supervising of all reservations-related correspondences, emails, letters
- Managing third party sites and agents to establish rate and negotiating prices
- Welcoming and developing new reservations team member closely with Revenue Manager
- Ensuring satisfaction and loyalty of guests/bookers by providing optimal service
- Maintaining in-house reservations systems
- Maintaining proper balance between the hotel’s online system & Property Management System, so that accurate availability is shown at all times
- Working closely with other departments on a day to day basis
- Reporting to the Director Of Revenue Management and Yield who is based remotely at the Four Seasons Hotel Amman
6
Experience For Core / Reservations Manager Resume
- Working collaboratively with the Sales Team to maximize corporate and group rates
- Providing support to the team to achieve the targets
- Nothing is impossible attitude
- Resolving any issues/complaints in cooperation with other colleagues
- Establishing and meeting standards for employee performance and conduct
- Identifying and investigating all performance issues
7
Experience For Assistant Core / Reservations Manager Resume
- Managing the day-to-day operations of the reservations department of the call center
- Conducting regular (daily or weekly) management meetings with staff
- Motivating staff to maintain high levels of customer service and minimize turnover
- Ensuring that the client standards for customer wait time, transaction time, and call-taker productivity are met or exceeded
- Projecting a favourable image of the hotel, through a positive and professional attitude, manner and presentation
8
Experience For International Reservations Manager Resume
- Being available to help with the intake of new students upon arrival and preparation of graduation events
- Manage the reservations department, including the planning, directing and co-ordinating of all reservations to ensure the smooth running of the hotel
- To manage No Show tracking and reporting on a monthly basis allowing appropriate strategies for Overbooking to be maintained
- To complete the staff rotas, arranging holidays and completing the weekly time sheets ensuring maximum coverage according to the needs of the business
- The ability to work with the Sales Department in handling group bookings, maintaining files, tracing cut-offs dates, following up on special instructions, etc
- Formulate Retail Pricing Structure, provide guidance on corporate transient negotiated pricing, group pricing for each group, wholesale pricing and acceptance
- Assist with managing, counseling, training and scheduling Reservations staff
9
Experience For Reservations Manager Resume
- Transfer of expertise to Reservation’s Agents enabling them to acquire greater autonomy by supervising and coaching them
- Assist with monitoring Front Office activities regarding billing instructions and compliance with hotel credit policies
- Expertise in working with Excel and producing reports using other computer applications
- Achieve the highest level of customer satisfaction and booking revenues while taking guests through the booking process
- Conduct daily morning briefings and weekly knowledge quiz focussing on key Reservations KPI’s, daily and weekly planning
- Train individuals and adjust training to select the best training method possible to maximize the value of training
- To actively maintain the Statusing of the in-house system ensuring Maximum Occupancy and Average rate can be achieved in consultation with the Revenue Manager
10
Experience For Assistant Reservations Manager Resume
- To conduct monthly Reservations Feedback meetings to focus on results, challenges, updates and to provide a forum for training and brainstorming purposes
- To monitor and track competitor selling information to enable correct market positioning
- Other booking channels. LEO, Expedia, Booking.com, All OTA’s etc.
- Assist in the monitoring of competitors, dynamics of local market, demand generators, and contribute to the hotel pricing and market mix strategy
- Ensure staff is well trained and has ongoing training as needed on HIS/IBM systems
- The ability to schedule staff according to budgeted guidelines, while ensuring maximum service to guests
List of Typical Skills For a Reservations Manager Resume
1
Skills For Assistant Reservations Manager Resume
- Fluent in Portuguese and English, with excellent written and verbal communication skills
- Strong organizational skills with a high level of accuracy
- Demonstrate team leadership with subordinates and peers who represent a variety of skillsets
- Self motivated with strong organizational skills with the ability to make decisions and complete projects in a timely manner
- Assist in ensuring all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions
2
Skills For Royal Service / Reservations Manager Resume
- Communicate effectively with Management groups verbally and in writing
- Management skills and team worker
- Reservations experience within a 4/5 star environment, with supervisory experience
- Communication skills are utilized a significant amount of time when interacting with guests, clients and employees
- Effectively relate and communicate with internal customers and outside vendors, collect information and resolve conflicts
- Acts as a liaison between other departments and communicates effectively with them
- Communicate effectively and build long-term relationships
- Proven experience in a supervisory and or manager role
3
Skills For Cluster Reservations Manager Resume
- Computer skills / Opera, Office (Word and Excel), Ideas
- Leadership skills and ability to inspire others
- Written and verbal communication skills in Chinese and English
- Systems knowledge, with the ability to effectively problem solve (Opera, Open Table, Resort Suite, Delphi)
- Effectively train and develop your team on all aspects of reservations including group and individual bookings
- To portray professional public relations and Human relations skills at all times
- To maintain accurate and updated information in ORS to allow the customer contact centre (CCC) to effectively cross-sell the hotel
4
Skills For F&B Reservations Manager Resume
- Demonstrate team leadership with subordinates and peers who represent a variety of skill sets
- Having a positive attitude towards work; be self-disciplined and self-motivated, set a good working example for all subordinates
- Managing over-sell of room types without impact to guest experience
- Experience developing and conducting employee training
- Experience in using online diaries and booking systems such as Bookatable or Open Table to manage reservations
- Previous experience and track record of working and progressing within a hotel Reservations department
5
Skills For Luxury Reservations Manager Resume
- Excellent in using Opera, Delphi and Microsoft software including Excel, Word and etc
- Maintain close liaison with the Front Office, Sales, Conference Services/Events, and Accounting teams to ensure effective and timing communications
- Responsible for reviewing and validating Hotel commission claims, with assistance of Credit Controller
- Experience of managing groups
- Experience of working with Opera
- Experience of working with yield management systems ie EZRMS/IDeaS
- Skilled in hiring, development of employee motivational programs, performance evaluations and discipline
- Experience in interviewing line level colleagues
6
Skills For Core / Reservations Manager Resume
- Experience working in hotels in either reservations or front desk capacity
- Proficient computer use and training experience
- Has a positive attitude towards work; be self-disciplined, self-motivated and set a good working example for team members
- Maximize hotel occupancy while having good hotel business mix
- A positive telephone manner (previous experience required) and outstanding e-mail etiquette
- Effective filing and trace system
- Good knowledge of personal computing and ability to work independently
- Previous experience with reservations in the hotel/leisure sector preferably within Hilton Worldwide
7
Skills For Assistant Core / Reservations Manager Resume
- Enthusiastic, self-motivated, proactive, resourceful with excellent attention to detail
- Reservations & group reservations experience
- Junior management, supervisory experience
- Have the ability to prioritise and multi-task
- Previous hotel customer related experience required
- Previous Property Manager System(PMS)/Opera system experience required
- Two or more years of experience in a hotel or related field required
- Previous experience with Opera, Reserve is an asset
8
Skills For International Reservations Manager Resume
- Excellent spoken and written command of the English language
- Hotel Management experience, preferably in a hotel Reservations/CORE Department
- Significant Hotel Management experience, preferably in a hotel Reservations/CORE Department in the luxury segment
- Previous hospitality reservations experience
- Pegasus system experience advantageous
- Excellent Opera PMS knowledge
- Work experience of which at least 1 year in the managerial role
- Adaptable experience with travel industry reservation system and hotel property systems
9
Skills For Reservations Manager Resume
- Proficient in verbal/written English and Good knowledge of English, Arabic is an advantage
- Operate and manage the hotel’s property management system and distribution channels
- Fluent English with good in written communication
- Lead and manage a small team to work efficiently and provide excellent customer service
- Team management experience is highly valued
- Previous supervisory or management experience of a team that is 10, or more
10
Skills For Assistant Reservations Manager Resume
- Previous "front of house" hospitality experience
- Provides courteous, efficient and professional service to create an experience for all guests
- Maximize and exceed budgeted room revenue through effective management of rates, market mix and inventory control
- Handle guest concerns as it relates to Reservations and ensure effective follow up for group and individual bookings
- To demonstrate an in depth knowledge and understanding of Hotel systems to include and not limited to Opera ORS, Opera PMS, CRM, etc
- Maintain good relationships with general managers, sales leaders and corporate team members
- Review any duplicate & invalid credit card reservations with the FD team
- Recommend and implement inventory controls that generate the most effective use of available time for the Owner Services staff
List of Typical Responsibilities For a Reservations Manager Resume
1
Responsibilities For Assistant Reservations Manager Resume
- Responsible for inventory management, including approving group room blocks, updating GDS availability, and manipulating the manager’s blocks for all properties
- Analyzes independently and determines whether hotel is effectively marketing itself across electronic distribution channels
- Focusing on quality assurance, call and email conversion, voice sales effectiveness, sell out and upsell efficiency
- Excellent speaking voice and formal phone etiquette
- Excellent understanding of Trapeze software system
- Leading, coaching, motivating and developing the reservations team
- Training and supervising staff as needed beyond compulsory training / onboarding curriculum
2
Responsibilities For Royal Service / Reservations Manager Resume
- Being involved in revenue management decisions such as inventory management, distribution channel management, overbooking and weekly forecasting
- Coordinating and communicating regularly with the client
- Maintaining Global standards on reservation related areas (Market code, profile, data field) and work closely with the Worldwide Reservations Office
- Highlighting the hotel promotions whenever necessary
- Overseeing the daily operation of the Reservations department
3
Responsibilities For Cluster Reservations Manager Resume
- Oversee GroupMax submissions including FIT manifests, washing Group room blocks and maintaining in-house contractor blocks
- Manage daily operations of Reservations Department including scheduling personnel and ensuring proper coverage of staff
- Provide training, coaching and counselling to the reservation team to ensure the hotel target and goal is achieved
- To conduct quarterly Staff Appraisals focusing on goal setting and achievement, along with continuity planning and development
- Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.
- Maximize potential room/activity revenue by following specified selling guidelines
- Ensure staff is well trained and has ongoing training as needed on Opera, Delphi, Resort Suite systems
- Oversee colleague planning, recruitment, selection and development through goal development and coaching
4
Responsibilities For F&B Reservations Manager Resume
- Work closely with Director, Sales & Marketing and Director, Revenue Management using Revenue Management philosophies to maximize top line revenue
- Assist with the forecasting of rooms occupancy, preparing relevant reports on projected revenues
- Assist Revenue/Reservations Manager in updating rates and availability for both internal system and externally booking channels, e.g. OTAs – online and offline
- Assist Reservations Clerks in answering phones and making bookings as required
- Answer all phone calls within three rings, using the Swissôtel Hotels & Resorts’ greeting standards
- Assist in the monitoring of competitors, dynamics of local market, demand generators, and contributes to the hotel pricing and market mix strategy
- Manages the day-to-day operations of the Department, conducting briefings and assigning tasks to the team
5
Responsibilities For Luxury Reservations Manager Resume
- Ensure all daily tasks are carried out diligently by the team including but not limited to all pre, during & post arrival checks
- The Reservations Manager is responsible for selling the Resort and providing information to potential guests
- Handle group rooming lists for incoming Group bookings
- Assist in managing and overseeing Reservations personnel
- Coordinate all group sales by tracking inventories and billing instructions
- To implement yield strategies developed by Revenue Management to maximize booking opportunities particularly during periods of high demand
6
Responsibilities For Core / Reservations Manager Resume
- To actively participates in the weekly and monthly forecasts providing the necessary inputs on on-the-book build –up, unexpected booking trends, etc
- Assist Group Rooms Coordinator in processing rooming lists or introduction letters
- Spearheads troubleshooting and resolution of any GDS rate loading issues as they occur
- Maximise occupancy levels by reviewing and revising revenue strategies
- Exceed customers’ expectations by delivering service in a professional, knowledgeable and accommodating way
- Ensure that all work meets company/brand standards and is according to training given
- Support and guide the team through coaching and training
7
Responsibilities For Assistant Core / Reservations Manager Resume
- Administration of the team eg clocking in, holidays, absenteeism, training
- Industry knowledge, including changing trends and technologies within the industry, is necessary
- Entry level management role. Hotel is willing to train eager candidates seeking to grow into the Revenue field
- Works closely with Central Reservations leads/trainers regarding any issues (force sell requests, cancel within policy requests, booking errors, etc.)
- To ensure that all staff are well groomed, neatly dressed and in the appropriate uniform, taking corrective action when necessary
- Monitor room inventory including ‘out of order’ rooms
- Assist Director of Front Office in preparing team members’ performance reviews of Zephyr staff
8
Responsibilities For International Reservations Manager Resume
- Produces proposal, contacts and other related booking tools. Prepares all Sales and revenue documentation accurately
- Ensure that all proposals are sent to the customer within working day
- Conversion of upselling opportunities at point of reservation
- Ensure all bookings follow Accor tracking, segmentation with details and accuracy
- To monitor and ensure all eligible bookings are entered using ResaWeb
- To coordinate with reservation team members, sales and other departments to manage all issues relating to reservations
- Actively drive sales for the Hotel by maintaining business relationships with travel agents, corporate and leisure business
9
Responsibilities For Reservations Manager Resume
- To manage and fully understand all systems in the hotel relating to front office control and strategic management
- Control room inventory in co-ordination with Sales and Marketing director
- Respond promptly on the overbooking situation, close reservation for critical days and inform our associates of situations
- Responsible for the selection and training of Reservations Colleagues
- Maximize revenue and work closely with the Revenue Manager on price structure and selling strategies
10
Responsibilities For Assistant Reservations Manager Resume
- Monitor commission payment with the Accounting Department
- Conduct regular Reservations Training and follow-up sessions
- Responsible for ensuring Reservations colleague CES goals are met and/or exceeded
- Display a high level of integrity and professionalism at all times in dealing with Guests and Colleagues
- Manage the hotel inventory by managing the systems.(Perform, Holidex, SBRP etc.)
- Ensures that all revenues are being recorded in the system correctly
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