Reservations Manager

Position Summary

The Reservation Manager serves as the primary administrator and relationship manager for the War Eagle Package Holder program, one of the hotel's most significant revenue-generating segments. This position is responsible for delivering exceptional service to package holders, managing reservations and billing, maximizing room revenue, and ensuring a seamless guest experience throughout the reservation lifecycle. In addition, the Reservation Manager serves as the primary reservations contact for group business, university-related reservations, travel advisors, and other key accounts. Working closely with Sales, Revenue Management, Conference Services, and Operations teams, this role plays a critical part in achieving occupancy, ADR, RevPAR, and guest satisfaction goals.

Essential Duties & Responsibilities

1. War Eagle Package Holder Program Management (Primary Responsibility)

• Serve as the primary point of contact and relationship manager for all War Eagle Package Holders.
• Manage all package holder reservations, modifications, cancellations, special requests, and billing inquiries.
• Maintain proactive communication with package holders throughout the year to ensure exceptional service and retention.
• Coordinate and execute game weekend reservation fulfillment and arrival planning.
• Personally welcome and assist package holders during football weekends and other designated events.
• Build and maintain detailed guest profiles, preferences, and historical stay information to enhance personalization and loyalty.
• Partner with Sales, Front Office, and Revenue Management teams to maximize package utilization and revenue performance.
• Monitor package inventory and reservation activity to ensure revenue optimization and fulfillment of contractual obligations.
• Resolve package holder concerns quickly and professionally while maintaining long-term guest relationships.
• Identify opportunities to improve package holder satisfaction, retention, and revenue generation.
• Support annual renewal and retention efforts through exceptional service and relationship management.

2. Revenue Management & Reservations Administration

• Manage reservation inventory to maximize occupancy, ADR, and total room revenue.
• Utilize yield management principles to optimize room availability, pricing opportunities, and booking pace.
• Input, update, modify, and cancel reservations with a high degree of accuracy.
• Build, maintain, and manage room blocks and inventory allocations.
• Monitor reservation trends, pickup reports, and revenue activity.
• Support forecasting and revenue management efforts through accurate reporting and reservation data management.
• Maintain data integrity within all reservation, CRM, and property management systems.
• Assist in identifying opportunities to improve reservation conversion and revenue performance.

3. Guest Experience & Service Excellence

• Deliver exceptional service through all guest interactions via phone, email, text, and in person.
• Build meaningful relationships with repeat guests, package holders, university partners, and key account contacts.
• Maintain comprehensive knowledge of hotel accommodations, amenities, rates, packages, and services.
• Resolve guest concerns and reservation-related issues promptly and professionally.
• Create personalized guest experiences through detailed profile management and preference tracking.
• Support Front Desk operations and guest amenity requests when necessary.
• Contribute to achieving guest satisfaction and loyalty goals.

4. Operational Support

• Attend weekly operations meetings and departmental accountability meetings.
• Support hotel operations during peak demand periods and major events.
• Support Reservations Call Center functions as needed.
• Remain accessible for critical operational communications outside normal business hours when necessary.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Complete additional administrative and operational assignments as requested.

5. Training

• Assist in onboarding and training reservation and front office team members as needed.
• Share best practices and operational knowledge with colleagues.
• Promote a culture of service excellence, accountability, and teamwork.
• Support continuous improvement initiatives that enhance guest satisfaction, efficiency, and revenue performance.
• Foster positive working relationships across all departments.

Required Skills & Competencies

• Exceptional relationship-building and customer service skills.
• Strong verbal, written, and interpersonal communication abilities.
• Outstanding organizational and time management skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities while maintaining service excellence.
• Strong problem-solving and conflict-resolution skills.
• Proficiency with hotel reservation systems, PMS platforms, CRM systems, and Microsoft Office applications.
• Understanding of hospitality sales, group business, and revenue management principles.
• Ability to work independently while collaborating effectively across departments.

Education & Experience

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Hospitality, Business, Marketing, or a related field preferred.
• Minimum of two years of experience in hotel reservations, front office operations, sales support, hospitality services, or revenue management preferred.
• Experience managing group reservations, key accounts, or customer relationship programs strongly preferred.

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Ability to communicate effectively in person, via telephone, and electronically.
• Must be able to lift up to 15 pounds occasionally.

Key Performance Indicators (KPIs)

War Eagle Package Holder Performance (60%)

• Achievement of annual package-holder revenue goals.
• Package holder retention and renewal rates.
• Package holder satisfaction scores and feedback.
• Reservation fulfillment accuracy.
• Timely response to package holder inquiries and requests.
• Successful execution of football weekend and special event operations.

Revenue Management Performance (20%)

• Contribution to occupancy, ADR, and RevPAR goals.
• Reservation conversion effectiveness.
• Inventory optimization and room block management.
• Forecasting support accuracy.
• Revenue opportunity identification and execution.

Guest Experience Performance (10%)

• Guest satisfaction scores.
• Response and resolution times.
• Service recovery effectiveness.
• Positive guest recognition and feedback.

Operational Performance (10%)

• Compliance with reservation procedures and audit standards.
• Cross-department collaboration effectiveness.
• Training and onboarding support.
• Meeting participation and follow-through on operational initiatives.
• Contribution to process improvements and operational efficiencies.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.