Director of Reservations

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

The Director of Reservations will be responsible for but not limited to overseeing, training and supporting the in house Reservations team for both properties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Review revenue reports, monitor trends and implement initiatives to drive room revenue increases.
• Work with the Revenue Manager & Rooms Coordinator to perform daily audit of group blocks to maintain all available inventory for sale and maximize revenues.
• Work with Finance to manage a rooms group and transient commissions system effectively.
• Attend required meetings with revenue, group sales, catering and events, rooms division, etc.
• Inspire Kimpton moments, preference collection, and creative ways to have the reservations team positively impact Guest Engagement Scores.
• Prepare Employee Engagement action plans (quarterly one on one check-ins).
• Host monthly department meetings, quarterly team outings.
• Perform Group-Rooms coordinator duties.
• Balance suites (one vs. two bedrooms) to optimize selling power and maintain full exposure of all available inventory.
• Straight line availability.
• Focus on details and accuracy (routing, comments, ETA/ETD, timeliness, requests, Run of the House room types).
• Communication with Revenue, GM, Resort Manager, FOM, Sales Managers, Reservations team, Finance and Rooms Controller.
• Manage Cancellations/Early Departures process.
• Manage Festive Deposit process.
• Coordinate with transient sales and reservations team for all room bookings and provide training to all central reservations agents and communicate all service failures to center manager.
• Assist meeting planner to analyze all room requirements and collaborate with sales and marketing team to ensure compliance to all revenue management guidelines.
• Lead the reservations team in handling spa reservations, including learning and using Booker to input reservations
• Attending spa training sessions.
• Ensure Forbes standards for the spa reservation process are met by the team. Implementing best practices and training the team accordingly.
• Collaborate with the Residences Manager to enhance guest experiences and optimize revenue opportunities.
• Manage reservations for Residences, including inputting bookings into IQware, and distributing arrival reports to all relevant departments.
• Manage deposits, cancellations, and refund policies for Residences bookings.
• Recognize and reward top-performing team members based on booking performance at the Residences
• Keep the OTA’s (Airbnb, VRBO) calendars updated for the Residences
• Audit staff to ensure Forbes standards are consistently being adhered to IHG Rewards recognition.
• Manage Reservations schedule and process payroll.
• Maintain a department Goals board.
• Enter complaints in HotSos.
• Maintain staffing: recruiting, hiring and on boarding of new employees.
• Schedule to cover the needs of the operation (meeting HPOR) along with vacation planning. In addition, responsible for checking changes in occupancy and adjusting schedules accordingly. Responsible for finding coverage for call offs and ultimately covering it yourself if unable to find coverage.
• Attendance/Tardiness tracking calendar.
• Request offs Schedule/coverage/big picture.
• Maintaining and approving payroll, missed punches, sick and vacation pay.
• Attend ops meetings.
• Responsible for up to 2 social hour shifts per month or 4 shifts per quarter.
• Responsible for invoice processing and ordering supplies and tools required for team.
• Responsible for managing incentive program.
• Balance Employee Engagement, Guest Engagement and Financial Performance.
• Complete projects by deadlines or communicate in advance if unable to reach goal.
• Additional projects and responsibilities may be assigned as needed.

What You Bring

• Over four (4) years management experience in Reservations for a luxury resort with 5* Forbes rating.
• Multi-property experience required.
• Bachelor’s Degree in Hospitality or similar field.
• Knowledge of Microsoft Office Suite, Opera and MARSHA systems.
• May be required to lift up to 30lbs. occasionally.
• Able to stand for a period of 3 hours or longer.
• Able to work independently and make the right decisions for the business.
• Must be mentally organized and thoughtful in actions, display good judgment in the moment.
• This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.

 The salary range for this role is $80,000 to $98,000 USD per annum plus bonus.  We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, pension, meal per shift, and many other benefits to eligible employees.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.

 

Be Yourself. Lead Yourself. Make it Count.