Reservations Manager

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Company Description

Located in prestigious Rittenhouse Square, the AAA rated 4-diamond Sofitel – Philadelphia, boasts 306 beautifully appointed guestrooms, featuring Lanvin amenities, dream bedding and a luxurious atmosphere.  We will be your personal culinary connoisseurs, offering our classic, French inspired menu, made from the freshest ingredients harvested directly from our rooftop garden.  Enjoy our signature hand-crafted cocktails in Liberté Lounge, the “in-place” to gather and mingle for Philly’s finest clientele. 

Our team of highly trained Ambassadors are at your service, ready to provide a magnifique and memorable experience. 

Joie de Vivre is in our DNA, and we are seeking like-minded individuals to join our team! 

As our Reservations Manager, you will be responsible to plan, direct and co-ordinate all Reservations activities to ensure smooth running of the department. This role will work closely with the Director of Operations, Front Office Manager, Revenue Manager, and Director of Sales on all aspects of revenue maximization across all distribution channels. 

As a Reservations Manager, you will be responsible for:

• Providing exceptional customer service, listening to guests in order to understand their needs and offering tailored options
• Overseeing the day to day Management of the Reservations team and assisting the Reservations team with day to day tasks including overflow of calls and stepping in to assist the team as required
• Monitoring third party websites and GDS to maximize REVPAR
• Ensure the Property reaches maximum occupancy and returns through efficient room allocations, accurate monitoring and inspection of bookings in the reservations system
• Assisting guests with bookings and proactively responding to  guest feedback.
• Working with and developing business relationships with travel agents, corporate and leisure business
• Maintaining regular communication with the Sales team, ensuring that any leads are passed on
• Upholding our loyalty program, ensuring that guests are correctly linked to guest history and departments are aware of any special needs
• Handling a high volume of reservations with superb 100% accuracy from the team to ensure data integrity
• Lead the Reservations team culture to focus on loyalty and driving recruitment of new members
• Provides ongoing leadership, support and guidance to the entire Reservations team to ensure the overall success of the department

• Previous minimum of 2 years’ experience in similar role in a 200+ room Hotel with a background in Front Office or Reservations in a dynamic hotel environment.
• Demonstrated ability to lead, coach and develop the team.
• A willingness to be hands on within the operation and drive a culture of guest obsession and loyalty with the team.
• The ability to create meaningful connections, creating a high level of trust with the team.  
• Excellent time management and organizational skills giving you the ability to handle tight deadlines
• You’ll be able to work independently and have the ability to run a busy reservations system
• Have a passion to sell every last room in a competitive market
• Previous experience with the following programs highly desirable though not essential: OPERA Cloud, Birchdstreet, ResaWEB, HotelLINK, DataWEB, TrustYOU, HotSOS and ACDC.
• You’ll be confident, solution focused, team player
• The flexibility to work a variety shifts including public holidays as required.
• Self-motivated and target driven
• You are flexible and have a desire to work in a dynamic, fast-paced team
• Being curious & open-minded.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.