Reservations Supervisor

Company Description:

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long-term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.
Our Guiding Principles:
Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Job Description

What You Will Accomplish

Provides guidance and leadership to Reservations Team Members whenever necessary. Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff.
Ensures Reservations Team Members are adhering to all established Reservations practices including areas of customer service, answering questions and responding to requests; providing information about hotel, local area attractions and hotel amenities; obtaining and entering necessary information and reservations into the computer system. May assist with related reservations.
Leverages existing tools to develop comprehensive understanding of current consumer buying behavior from marketing initiatives. Prepare recommendations that will maximize total guest spend.
Collaborates with hotel and corporate marketing teams to better understand digital marketing campaigns and Google Analytics tracking to identify revenue opportunities.
Updates, processes, generates and distributes daily, weekly and monthly reservation and revenue management reports in various systems.
Review and process commissions weekly for 3rd party channels and travel agent payout.
Assists in preparation of the monthly forecast, displacement analysis, monthly transient historical trend reports, monthly no-show analysis reports and demand calendars.
In collaboration with the Home Office Revenue Manager develops new reports, as needed, to assist in preparation for the weekly revenue management meetings or data analysis.
Maintain hygiene of the hotel's Property Management System (PMS) and Central Reservations Systems (CRS) in terms of rates and customer data to ensure accuracy and health of database.
Monitors and analyzes the competition through in-depth analysis of competitive rate shopping tools and the Internet to identify selling strategies and market trends. Alert Director of Revenue Strategy of emerging trends.
Identifies and tracks appropriate metrics for other revenue generating departments to assist in driving total complex revenue.
Audits property management system for proper deployment of rate and inventory strategies and to ensure data integrity.
Learns additional systems as required to determine and recommend best practices in rate and inventory management.
Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
Reporting to work as scheduled (on time and on regular basis) is an essential function of the job

What You Will Bring

Two or more years of related hotel/resort experience and/or training. Reservations experience desirable.
Ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
Excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of conflict resolution
Able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail.

Great If you have

Ability to work independently with minimal guidance and as part of a team
Ability to use computers programmed with accounting/reservations software to record, store, and analyze information. Strong experience using Excel to compile, manipulate, and report data

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring,
placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.