Reservations Manager (Miami Beach)

Overview

JOB DESCRIPTION

POSITION : Reservations Manager DEPARTMENT : Sales and Marketing

REPORTS TO : Director of Reservations and Revenue Mgt

Job Summary : As a Reservation Manager at Victor Hotels, you will lead a high-performing team focused on delivering exceptional guest service and operational excellence. You will play a key role in managing daily reservations operations, resolving escalations, and ensuring a seamless booking experience for our guests.

Responsibilities

• Works in conjunction with the Director of Revenue Management & Reservations to collaborate and maximize revenue opportunities.
• Train, elevate and motivate the team effectively to create a positive and productive work environment
• Support the Director of Revenue / Front Office Manager by stepping in during their absence and ensuring departmental goals and standards are upheld.
• Oversee the daily operations of the reservations and call center team, ensuring performance metrics and service standards are consistently met.
• Lead, coach, and develop team members to foster a culture of continuous improvement, collaboration, and luxury guest service.
• Process booking modifications, refunds, financial adjustments, and fund transfers in a timely and accurate manner.
• Manage and resolve complex guest inquiries and escalations with professionalism and urgency.
• Ensures all agents answer all telephone calls promptly and efficiently, that the team responds to guests' requests in a timely manner, and responds promptly to all guest email requests
• Ensures all reservations information is entered accurately and in a timely fashion in the PMS
• Assists the Sales and Revenue team in maintaining positive relationships with third parties
• Maintains detailed knowledge of all aspects of the hotel, including Rooms, Spa and Restaurants
• Collaborate with the Accounting team to manage payroll reporting, incentive programs, refunds, and commission tracking.
• Informs the Front Office, Housekeeping and F&B of any special guest needs
• Maintain up-to-date standard operating procedures (SOPs) and training materials for the Reservations and Guest Services teams.
• Ensures that required reports and updates are accurate and timely
• Recruits and trains employees in accordance with Hotel guidelines
• Assist with call volume overflow during peak periods to ensure uninterrupted service delivery.
• Cultivates and provides support to a diverse workforce

Minimum Education and Work Experience

At least five (5) years of hotel experience of comparable size and type. Previous supervisory or management experience strongly preferred.

Essential Work Skills / Knowledge

J-18808-Ljbffr