Reservations and Revenue Manager - The Hay Adams

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.
Do you have a passion for hospitality? We are currently seeking a phenomenal leader to become our Reservations and Revenue Manager for The Hay-Adams! With 5-star accommodations, including 124 refined guest rooms and 21 deluxe suites, The Hay-Adams is a luxury Downtown DC hotel unlike any other. The ideal candidate will possess an unmatched dedication to making a difference for our internal guests and our team members. As the Reservations and Revenue Manager, you will be responsible for completing the following responsibilities while displaying a high degree of business acumen, analytical capability and an ability to adapt to continuous change.
This position oversees the Reservations Sales Agents and participates equally in the ACD (Automated Call Distribution) system.  He or she handles client inquiries and complaints requiring managerial authority and judgment and provides support to the Director of Revenue Management.  The position is also responsible for planning and managing all tasks related to the hotel guest’s personal information such as address, title, e-mail, place of employment and other pertinent information, for the purpose of maximizing the hotel’s profitability through guest satisfaction and generation of return/repeat business.

Essential Duties and Responsibilities:

•  The Hay Adams Handbook, the Departmental Standard Operating Manual and our policies and procedures are part of this Job Description.
• Supervise Reservations Sales Agents to ensure they are: properly logged on to the ACD system and continuously available to answer incoming calls; using proper voice and tone at all times; following sell strategy and offering appropriate room rates as trained; and taking only authorized breaks.
• Monitor reservations activity on an ongoing basis to see that information is accurate and sufficiently detailed.  This includes but is not limited to: arrival and departure dates; guest name and profile information; rates and room types; market segment; travel agent information; corporate account; direct billing instructions followed up with written authorization; special instructions for packages; and remarks and comments to communicate to other operational departments.
• Train Reservations Sales Agents and coach on a regular basis.  Offer assistance to Reservations Sales Agents when dealing with a difficult call. Review mystery shop call scores with team members.
• Handle inquiries and complaints requiring special attention or managerial authority and judgment.  This includes, for example, requests for waiving no-show or late cancellation charges.
• Update and maintain all guest history in Fidelio with emphasis on guest’s contact information as well as special preferences.  Develop system for all hotel staff and management to participate in obtaining and recording guest preference information, especially for VIPs and repeat guests.
• Supervise all VIP and repeat guest reservations to ensure thorough information is obtained, and then communicated to hotel operations.  Identify potential repeat guests (or target transient guests) in coordination with the Director of Revenue Management to contact prior to arrival, towards generation of return business.
• Assign rooms, arrange special amenities, and ascertain satisfaction during stay, when possible.
• Attend Daily Operations Meeting to review next day arrivals list, highlighting VIP, repeat guests and special attention guests.  Communicate important operational details and re-cap same day arrivals. Share information about guest satisfaction during stay, when possible.
• Develop criteria for repeat guests and amenity program.  Organize personal gifts and implement amenity program based on criteria set forth by hotel management.
• Develop and maintain relationship with guest and/or enabler through phone calls and written correspondence.
• Promote understanding and importance of our repeat guests to hotel staff members.
• Perform any other reasonable duties as required and directed.

Qualifications:

• To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representat