Reservations Supervisor (Overnight)

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.

Responsible for assisting the revenue manager in maximizing room revenue and occupancy for the hotel.

Essential Functions and Responsibilities

• Primary liaison between the hotel and LRC
• Creates and maintains group files, reviews definite booking recaps and verifies correct info in Opera
• Acts as internal point of contact for Meeting planners
• Inputs rooming lists, processes changes, and ensures accurate routing is set up for every reservation
• Completes and distributes weekly pick up report
• Maintains property content and group sell messages in ORS
• Ensures reservations accuracy by reviewing Daily arrivals and Reservations Booked Yesterday reports.  Adds alerts and traces when needed and communicates any concerns with the Revenue Manager and/or Director
• Ensures all VIP, suite reservations, and concessions are handled accordingly
• Processes and communicates all special requests, room preferences and amenity requests
• Reviews same day reservations, same day cancellations, and no shows
• Monitors group blocks and cut off dates
• Manages room type inventory identifying opportunities to maximize RevPAR
• Monitors call data and tracks denials/regrets, identifying trends and opportunities
• Promises commissions and investigates commission requests
• Attends pre-con meetings and meets with clients as requested
• Participates in weekly pick up, revenue strategy meetings, and other appropriate hotel meetings.
• Proficient in Reservations agent and Group coordinator duties

Supportive Functions and Responsibilities

• Assists revenue manager with monthly reporting
• Back up for Sales systems analyst
• Attends business review and Yield meetings with Revenue Manager
• Assists with budget
• Attends all appropriate hotel meetings, trainings and pre-cons
• Notifies immediate supervisors promptly and fully of all problems or unusual matters of importance
• Maintains cleanliness and excellent condition of equipment and work area
• Executes emergency procedures in accordance with hotel standards
• Complies with safety regulations and procedures
• Complies with hotel policies and rules
• Recycles whenever possible
• Remains current with all hotel operations, standards, policies and procedures and executes
• Knowledge of all daily and in house groups
• Completes other duties as assigned
• Maintains professional attitude and appearance at all times

Qualifications

Required:

• Excellent written and oral English skills
• Strong telephone etiquette
• Computer literate
• Previous customer service experience
• Previous reservations agent experience in a full sized upscale hotel operation
• Able to work a flexible schedule to include weekends and evenings
• High School diploma

Preferred:

• Previous experience as a supervisor or manager in a similar sized operation

Educations: High school diploma or equivalent