Assistant Reservations Manager

Job Overview

The Assistant Reservations Manager is responsible for assuring the precision of room allocations, reservations, and group market codes. This role involves communication of company values and culture to new hires, handling reservation requests, and optimizing revenue through effective sales strategies.

Key Responsibilities

• Oversee accuracy of room blocks, reservations, and group market codes.
• Communicate company values and culture to new employees.
• Review and implement updated reservations procedures.
• Process reservation requests, modifications, and cancellations via phone, fax, or mail.
• Assess guest needs to determine appropriate room types and verify availability and rates.
• Explain policies regarding guarantees, special rates, and cancellations to callers.
• Accommodate and record guests' special requests.
• Provide information about property facilities, services, and room accommodations.
• Apply effective sales techniques to maximize revenue.
• Manage data entry and retrieval in the reservation system.
• Address and resolve difficulties in fulfilling room requests, escalating issues as necessary.
• Set up billing accounts compliant with accounting standards.
• Troubleshoot and document guest concerns and escalate when needed.
• Assist management with employee training, scheduling, counseling, motivation, and coaching.
• Act as a role model and primary contact for fair treatment and open door policies.
• Follow company policies rigorously, maintain professional appearance, confidentiality, and safeguard assets.
• Welcome guests according to company standards; anticipate needs and express genuine gratitude.
• Communicate clearly and professionally, prepare accurate documents, and handle calls with proper etiquette.
• Foster positive working relationships within the team.
• Adhere to quality assurance standards.
• Read and verify information accurately in various formats.
• Perform physical tasks such as moving objects weighing up to 10 pounds without assistance.
• Carry out other reasonable duties as instructed by supervisors.

Qualifications and Experience

• High school diploma or G.E.D. equivalent required.
• Minimum two years of related work experience.
• At least one year of supervisory experience preferred.
• No specific license or certification required.

Company Commitment and Culture

We are proud to be an equal opportunity employer that fosters a diverse and inclusive workplace. Our strength is derived from a rich blend of cultures, talents, and experiences, without discrimination on any protected basis including disability or veteran status.

Westin is dedicated to promoting guest well-being and empowering associates to embrace their own well-being practices. Ideal candidates are passionate, active, optimistic, and adventurous. Join us to perform your best work, find your purpose, belong to a global team, and become your best self.