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Vermont - Stowe
Yearly US Dollar (USD) pay basis
Req ID: STO000124
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.
The Reservations Manager is responsible for overseeing the overall success, leadership, and management of the Reservations department to include training, coaching, mentoring, cultivating and motivating a team of professionals to effectively maximize profit for the hotel, as well as the support of the Lodge at Spruce Peak’s revenue team. This is achieved via daily interaction and / or coaching of the Reservations Supervisor and Reservations Sales Agents, Director of Revenue Strategy and the Sales and Marketing team as needed. This position will participate in the Lodge at Spruce Peak’s revenue team and support the functions required to maximize revenues across the entire property.
Ultimately responsible for:
The standard of performance of the Reservations Department, the Reservations Supervisor and thereby, all Reservations Sales Agent functions, resolving guest challenges, participating in new hire and on-going training and assisting in discipline and coaching of all Reservations Sales Agents.
Management and nourishment of the sales culture created and facilitated by the NAVIS platform.
Supporting the function and growth of Revenue Optimization inside of the Lodge at Spruce Peak. Achieved via effective support of the DORS and Sales related functions as needed.
This position also requires the ability to maintain an upbeat, positive and professional demeanor in a busy and/or changeable office atmosphere. Other responsibilities include: staffing, training, standard office tasks such as running daily reports and answering questions & concerns amongst the Reservations and Sales Teams.
Manage the duties of the Supervisor and Group Rooms Coordinator to insure the efficient and quality results of Reservations Team, to include guest satisfaction, sales professionalism and revenue generation.
Perform all job functions of the Reservations Supervisor and Reservations Sales Agents as needed to insure timely and efficient call results.
Maintain a complete knowledge of all resort facilities, room types and amenities and remain up-to-date on all rates and stay restrictions, resort and amenity offerings, promotions and campaigns, and changes in policies and procedures.
Foster and support a positive office environment of highly motivated reservation sales agents through motivational coaching, compelling incentives, and creative results tracking to ensure a competitive yet synergistic selling environment.
Responsible for supervising the actions and job duties of the Reservations Supervisor and in their absence, the Reservations Sales Agents - disciplining appropriately when tasks, policies, procedures and expectations are not adhered to.
Insure regular training and learning opportunities for associates, daily, weekly, and monthly, as needed and supporting HR training models.
Attend all designated meetings, as assigned.
Provide feedback to Revenue Optimization Team to better maximize our Resort’s revenue and marketing capabilities
Responsible for striving to achieve monthly ADR, conversion, abandoned call volume, shop call scores and revenue goals.
Provide support in managing GDS and SynXis/Reserve inventory; maintain/load rates and information to ensure the accuracy of distribution channels (information, pricing, inclusions, restrictions, etc.)
Manage and support the FIT program with guidance from the Director of Revenue Strategy and Director of Leisure Sales.
Any other duties assigned by the Director of Revenue Strategy.
Upholds all safety standards of the Lodge at Spruce Peak and Hyatt Hotels and Resorts.
Leads by example and maintains a professional demeanor, attitude and appearance and follows all dress code standards
High school diploma or equivalent required. College degree preferred.
At least three years of Reservations, Revenue or Group Sales experience required. Supervisor experience preferred.
Must be able to type accurately (30 words per minute).
Excellent communication and listening skills.
Technical proficiency (basic computer applications).
Attention to detail.
Customer service or hospitality experience required.
Strong organizational and time management discipline.
Understanding of hospitality operating systems, particularly SMS Host.
Operate effectively in stressful situations.
Ability to multi-task.
Ability to adapt to changing guest needs.