Assistant Reservation Manager

ESSENTIAL FUNCTIONS

• Manage and coordinate all aspects of the group inventory management process using HILSTAR, OnQ R&I, OnQ PMS, IDeaS and Delphi. Ensures all new, revised and canceled convention room blocks are entered accurately and timely and enters all group information in PMS.
• Completes daily review group pick-up report to monitor cut-off dates and group availability. Conducts daily inventory controls to release rooms, extend cut-offs and adjusts availability as determined in the sales contracts, group pick-up meetings, or as determined by revenue management.
• Communicates with sales and revenue to ensure consistency and efficiency in group inventory management. Works with meeting planners and sales and service team in providing appropriate feedback concerning groups.
• Monitors group resumes ensuring that all information is applied properly. Reviews Delphi daily transaction log to ensure that all group bookings are entered into OnQ R&I/OnQ PMS.
• Serve as liaison with local reservations desk at HRCC to ensure efficient work flow, excellent customer service and communication on all aspects of the reservations booking process. Provides all pertinent information and instructions regarding hotel occupancy, promotion, special reservations procedures, operational issues, special events, etc.
• Manage all operational and human resources related functions. Interviews, hires, trains and supervises reservation agents for the efficient operation of the department. Monitors performance and gives feedback according to established standards.
• Attend revenue management, pick-up, pre-convention and other designated meetings as required.
• Provide service recovery for reservations related guest complaints and provides feedback, if necessary, to the customer and other departments.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Cross sell other Hilton Worldwide wherever possible.

SUPPORTIVE FUNCTIONS

• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
• Answer other hotel team member's questions regarding revenue management in a friendly and courteous manner.
• Provide training to other hotel team members on reservations procedures and principles, as needed.
• Ensure that all room’s statistics reports, including OnQ PMS, Report of Operations, and any other related reports are accurate and consistent.
• Attend property Staff meetings, and other property specific meetings as requested by the Revenue Manager.
• Ensure that all revenue management related systems are maintained.
• Contribute to the development of the revenue plan.
• Maintain an organized and clean work area and hotel environment.
• Maintain daily communication with revenue management and front office.
• Perform functions of the reservations sales agent when needed.
• Assists in preparing occupancy forecasts.
• Perform other duties as assigned by manager.
• Update regularly selling scripts to ensure user friendly and maximizing key benefits.
• To have a positive impact, taking personal responsibility and initiative to resolve issues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

MANAGING THE OPERATIONS

• By planning, prioritizing, organizing and taking control of the day-to-day operation with the use of checklists.
• In liaison with the Revenue Manager is responsible for future availability controls, overbooking limits and room type management.
• Maintain a consistent selling strategy across all systems and conduct weekly checks to ensure rate parity.
• Contribute ideas and suggestions to enhance operational/environmental procedures in the hotel.
• Supervise the taking of reservations and operation of systems in accordance with corporate standards. Conduct regularly quality control checks on all reservations both transient and group to ensure data accuracy.
• To ensure that all FIT and Group reservations are processed correctly within the specified time following departmental and hotel/brand procedures via daily monitoring of quality and consistency.
• To manage effective record handling and filing systems.

PROFIT

• Develop and maintain an up sell strategy based on room types that generate highest contribution margin (RevMax). Initiate and conduct regular product knowledge sessions for Team Members with particular emphasis on “up selling”.
• Develop the Reservations team to maximize revenue on every call.

MANAGING CUSTOMER SERVICE

• Create an environment where everyone in the department is focused on creating that special experience by delivering exceptional customer service.
• Being guest focused at all times, dealing with clients in an efficient and courteous way, displaying professionalism and thereby ensuring repeated business.
• Develop and maintain a high level of communication with competitive set, ensuring regular communication to gain intelligence. Keep abreast of market trends, changes and movements that will assist the hotel in formulating and implementing long and short term strategies.
• Develop and maintain a high level of communication within the hotel, and with all major sources of business.

HILTON HONORS

• To ensure the team are actively promoting the program to all potential and existing customers.
• To deliver loyalty program benefits and promote enrolment of Hilton HHonors.
• Be fully