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Reservations Manager
Reservations Manager with Revenue Management responsibilities needed. |
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Why You Want to Work for Us |
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The Providence Biltmore seeks a highly motivated and experienced Reservations Manager to join our team. The Reservations Manager will report directly to the Director of Sales & Marketing.
The Providence Biltmore boasts 292 guest rooms and suites updated and renovated in 2006 to include "California King" beds, 42" flat screen televisions, comfortable sitting area with work desk and a residential ambience. We are the premier hotel for weddings and social events in Southeastern New England with 19,000 square feet of meeting space including a roof top ballroom. We are centrally located in downtown Providence. Our hotel offers guests a business center, Starbucks, McCormick & Schmick's Restaurant and a Red Door Salon & Spa by Elizabeth Arden.
We are a member of HHA and part of the Grand Heritage Hotel Group, one of the premier owner/operators of upscale historic hotels in the United States.
The Reservations Manager is responsible for managing the daily operation of the Reservations Department, ensuring outstanding guest service, enforcement of hotel policies and procedures and proper selling techniques designed to enhance overall hotel revenue. The Reservations Manager must also work closely with the Corporate Director of Revenue to maximize rooms revenue through the management of the hotel's room inventory.
Responsibilities include but are not limited to: - Respond to all guest requests, problems, concerns in an attentive, courteous and efficient manner.
- Recruit, hire train, and manage the Reservations Sales Department staff, ensuring that proper selling strategies are sold and all standard operating procedures are in place and adhered to.
- Develop employee morale to staff members and monitor reservations sales agents to achieve reservations and sales goals. Ensure coaching, counseling and disciplining all Reservations staff members.
- Coordinate and facilitate ongoing reservation department sales and technical training, ensuring outstanding customer service, excellent reservation sales skills and optimal agent productivity.
- Handle overflow reservation calls when necessary to provide optimal guest service and minimal hold time.
- Process and supervise guest and group reservations.
- Merchandise hotel with regards to room types and control room/suite inventory.
- Work with the Corporate Director of Revenue to develop and implement rate and yield strategies to maximize hotel revenue potentials. Monitor selling status of house daily, i.e. flash report and other reports related to daily status.
- Ensure the ten day forecast is completed on a timely basis and reviewed at weekly staff meeting.
- Assist DOSM in developing successful sales strategies, marketing programs, packages and rate structure/yield strategies.
- Work with the Corporate Director of Revenue to develop and execute of all aspects related to E-Marketing
- Other duties as required
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Who Will this Job Appeal To? |
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- Individuals who enjoy working at a property that develops people for promotion.
- Someone who wants to join a very progressive company.
- An individual who enjoys selling room upgrades.
- A person who enjoys a property that provides ongoing training to employees.
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The Ideal Candidate for this Position |
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The preferred and successful sales candidate will possess a minimum of 2 -3 years front office/reservations experience preferably in a downtown city location. - Excellent analytical skills; emphasis on market inventory and pricing analysis.
- Strong presentation and platform skills.
- Strong communication skills (verbal, listening, writing)
- Strong problem solving skills.
- Solid knowledge of the local marketplace and all hotel competition as defined by the hotels comp set.
Must be able to work weekends if necessary.
Computer knowledge of MS Word, Office, Excel and Delphi preferred.
Great opportunity for advancement within organization. Travel may be required. Competitive compensation and benefits package. Salary will commensurate with experience.
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Scope of this Position |
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- Position will be responsible for supervising/managing/overseeing the following departments: Reservations
- In preparing for this position, candidate ideally will have worked in at least the following departments or positions: Reservations, Revenue Management, Front Office, Sales
- Requires a minimum of 1-2 year(s) of supervisory experience.
- Requires a minimum of 2-3 year(s) of experience.
- Approximate full time staff under this position: 4
- This position reports to: Director of Sales & Marketing
- Must have experience at properties of similar size and quality.
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Job Requirements |
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- Must be a citizen of this country or possess a valid work permit.
Technical Requirements:
- Must live in the local area or within commuting distance.
- Experience teaching reservationists how to up-sell consistently.
- Work closely with FO and Sales Departments.
- Coordinate with FO, Catering & Sales to accommodate group and corp. accounts.
- Experience working closely with travel agents/airlines.
- Solid sales skills and enjoy selling and teaching others to sell.
- Enjoy working in a fast paced environment.
Managerial Requirements:
- Clear, concise written and verbal communication skills.
- Ability to sell concepts and ideas to management, peers, and employees.
- Experience making presentations in front of groups.
- Ability to clearly and concisely present technical subjects.
- Maintain a good working relationship with guests, groups, and personnel from other departments.
- Demonstrate team building experience.
- Track record promoting an atmosphere of teamwork.
- Demonstrate ability to lead by example.
- Build morale and spirit.
- Participative management style.
- Use a "hands-on" approach to management.
- Abilities to inspire, train, and develop people for promotion.
- Experience training and cross-training employees.
- Instill a guest service attitude in all employees.
- Instill a "can-do" attitude in employees.
- Coach employees how to resolve and de-escalate conflicts.
- Instill a calm, organized approach in all situations.
Business Skills:
- Strong technical skills.
- Excellent time management skills.
- Work with limited support.
- Strong organizational skills.
- Excellent knowledge of computers.
- Strong customer service orientation and skills.
- Excellent listening skills.
- Exceptional detail in follow-up.
- Strong budgetary, projections, and cost control skills.
- Ability to produce consistent profits.
- Solid scheduling experience.
- Follow/enforce company policies and procedures.
- Resolve problems.
- Assume responsibility/accountability.
- Excellent safety and sanitation skills.
- Understand security requirements.
- Ability to create, develop, and make formal presentations using audio/visual aids.
- Create courteous, friendly, professional work environment.
- Creative problem solving skills.
- Ability to quickly evaluate alternatives and decide on a plan of action.
- Think creatively.
- Teach suggestive selling techniques.
- Forecasting skills.
- Solid skills selling and negotiating programs/projects.
- Involved with local community to develop business.
- Juggle and balance needs of company and owner.
Educational Requirements:
- High School degree or equivalent.
- Specific degree in: College degree required with less hotel experience and preferred with years of hotel experience
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Compensation |
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Benefits |
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| Paid Vacation | 10 days after 1st year
15 days after 5th year
| | Paid Time Off | Yes |
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Meals
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- Matching 401-k
- Company Hotel Travel Discounts
- An Equal Opportunity Employer
- We provide equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, or disability.
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How to Apply |
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Job #117396 — Reservations Manager
Providence Biltmore Hotel |
11 Dorrance Street
Providence, RI 02903 |
| Phone | (401) 455-3091 | | Reservations | (800) 294-7709 |
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Management |
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Property Description |
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The Providence Biltmore boasts 292 guest rooms and suites newly updated and renovated to include "California King" beds, 42" flat screen televisions, comfortable sitting area with work desk and a residential ambience. We are the premier hotel for weddings and social events in Southeastern New England with 19,000 square feet of meeting space including a roof top ballroom. We are centrally located in downtown Providence. Our hotel offers guests a business center, Starbucks, McCormick & Schmick's Restaurant, and a Red Door Salon & Spa by Elizabeth Arden.
We are a member of Historic Hotels of America and part of the Grand Heritage Hotel Group, one of the premier owner/operators of upscale historic hotels in the United States. |
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Why People Like to Work for Us |
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- The quality of our hotel is reflected in our employees who are a valuable asset to the success of the Providence Biltmore
- We believe in offering excellent opportunities for training, growth and advancement
- We are committed to providing competitive wage and benefit programs
- We make a continued effort to ensure that all employees are provided with a safe and positive work environment
- We have a team that works well together and is dedicated to our success
- Working here will be a rewarding and enjoyable experience everyday
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Property Statistics |
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| Year built | 1922 |
| Last year renovated | 2006 |
| Number of rooms | 292 |
| Sq. ft. of meeting space | 19,000 |
| Number of employees | 95 |
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| | Our top markets | |  Group
Transient
Corporate
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| | Guest satisfaction rating | 90% |
| Number of F&B outlets | 2 |
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Food & Beverage Outlets |
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| Restaurants | Coffee Shop
Seafood
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| | Lounges | Lobby
Other
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Amenities |
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| Hotel Amenities | - 1 Fitness Facility
- 1 Spa
- Business Center
- Beauty salon/barber
| - Concierge services
- High Speed Internet-All Rooms
- In-room coffee/tea
- Newspaper (Mon-Fri)
| | Spa Amenities | - Fitness Center
- Salon Services
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Internet Links |
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How to Apply |
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Job #117396 — Reservations Manager
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