Manager, Reservations

Date:  Oct 8, 2019
Property:  RPH (0023)

Newport Coast, CA, 92657

Division:  Resort at Pelican Hill (RPH)
Req ID:  30687

Position Summary:

● Drives Agent retention strategy and tactics.

● The Reservations Manager conceives the vision for the Reservations Department, guided by standards of Forbes, AAA, and the 10 Keys to Service Perfection.

● The Reservations Manager oversees a team of Reservations Sales Agents and Supervisors with the objective of maximizing inbound and outbound revenues along with setting departmental objectives which will allow for all Reservations staff to meet and exceed the expectations of the Rooms Division, the Resort, and TIC.

● The Reservations Manager establishes performance criteria for the Reservations Sales Agents and Supervisors, in both the property management system and the Navis Dashboard and Narrowcast systems, and evaluates agent performance on an ongoing basis.

● The Reservations Manager acts as the primary liaison between departments and divisions, overseeing the sharing of information and establishing relationships between departments.

● Additionally, the Reservations Manager oversees the establishment of any departmental process or procedure, continually working to maximize the efficacies of the team.


Job Duties:

● Identify and hire qualified candidates for adequate staffing to minimize call abandonment.

● Establish ongoing incentive and retention plans to retain a knowledgeable staff who is motivated to generate inbound and outbound Room, Dining, Golf, and Spa revenue.

● Ensure agent compliance to Aspire Sales Training standards.

● Make recommendations and work with hotel leaders to accomplish sales/financial objectives and initiatives.

● Maintain accurate Navis reservation data and system information.

● Celebrate successes and recognize the contributions of team members; ensure recognition is taking place across areas of responsibility.

● Provide input to hotel revenue leaders for the development of property and a successful overall sales strategy.

● Ensure that sales strategies are communicated, implemented and modified to team members as directed.

● Set call scoring criteria and apply scoring and coaching on a regular basis to support the professional development of the team.

● Prepare for review of bi-weekly KPI call with Navis Leadership Team and create tactical follow-up with team members as required.

Minimum Qualifications / Other Expectations:

● Bachelor’s Degree in Hotel Administration, Business Administration or a related field preferred. High School diploma required.

● Proficiency in a second language preferred.

● Minimum two (2) years management experience in a hotel/resort environment. Experience working in a high pressure, high volume environment.

● Excellent interpersonal communication and negotiation skills.

● Flexible, open-minded, adaptable to change, with strong organizational, management and time management skills.

● Minimum 2 years of reservation or revenue management leadership experience with proven positive results.

● Experience in working in a luxury hotel environment preferred, but not required.

● Google Apps experience a plus.

About Us:
The Resort at Pelican Hill (a part of Irvine Company’s Coastal Collection) is one of the world’s finest Five-Star, Five-Diamond destinations offering unparalleled service and luxury.

Perched upon 504 acres of unrivaled coastal beauty, The Resort at Pelican Hill is a world unto itself with seven exceptional dining options, 36 holes of world-class golf and the #1 Spa in California.

Our employee community is comprised of hard-working, dedicated hospitality professionals who create memorable experiences that stay with guests long after they’ve left. It’s an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Manager, Management