Reservations Manager

Summary: Under the direct supervision of the Front Office Manager, this position supervises, trains, schedules and coordinates activities of workers engaged in taking, recording, and canceling reservations and yield management at Brasstown Valley Resort by performing the following duties.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions:

• Maintains the Property Management System (PMS) including room inventory, rate programs, room pools, room types, hotel general information and queue processing.
• Creates and tracks annual room budget with Director of Sales & Marketing.
• Completes all room forecasting including weekly forecasts, 90 day projections monthly, as well as year end projection as needed with the General Manager and Director of Sales & Marketing and General Manager.
• Tracks monthly projections within 3% and notifies management staff of fluctuations.
• Oversees all group room blocks, billing VIPs and special requests.
• Works with General Manager on pricing strategies based on budget and 90 day forecast and critique past performances.
• Watches ceiling in Opera and assists General Manager in decision making when close to or above group ceilings.
• Trains and supervises staff on all aspects of the department and computer systems.
• Tracks all special corporate accounts for production and value.
• Manages web site – packaging, rates, availability and calendars.
• Assists team in determining pricing for local special corporate accounts.
• Assists General Manager and Director of Sales & Marketing in developing and marketing packages.
• Maintains resort presence on all internet sites and searches for additional sites that may be beneficial to the resort.
• Attends Sales Strategy team weekly meetings.
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Determines work procedures, prepares work schedules, and expedites workflow.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service –Adheres to the Coral Hospitality Basics of Service standards. Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills – Maintains confidentiality; Keeps emotions under control.
• Teamwork – Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Ethics – Treats people with respect.
• Professionalism – Reacts well under pressure; Treats others with respect; Follows through on commitments.
• Quality – Monitors own work to ensure quality.
• Quantity - Works quickly.
• Safety – Observes safety and security procedures.
• Planning/Organizing - Uses time efficiently; Plans for additional resources; Organizes or schedules other people and their tasks.
• Adaptability – Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Keeps commitments; Commits to long hours of work when necessary to reach goals.
• Initiative – Volunteers readily.

Supervisory Responsibilities: Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience: Fifth year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.

Computer Skills: Extensive knowledge of PMS, Opera, and Microsoft Office desirable.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

DISCLOSURE STATEMENT

No one Job Description, for any one position, can possibly encompass all responsibilities, which may be requested. The above Job Description is a summary of the major responsibilities of the position. The objective of any position is to effectively provide the services and support for the Resort. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.