Complex Reservations Manager Jobs (NOW HIRING)

HEI manages an unparalleled portfolio of leading full-service branded hotels and luxury and lifestyle independent hotels across the U.S. We are the acknowledged experts on upper-upscale, luxury, and premium select-serve hotels in urban, super-suburban, and destination locations. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Salary Range: $21.00 - $23.00 Hourly

Overview

Centralized Reservation's primary responsibility is to provide support to assigned hotels with group builds and set up, input of rooming lists as well other miscellaneous transient needs that might vary by hotel. These tasks range from setting up new rates in brand systems/PMS, auditing rates in OTAs, hotel closure relocation needs and any potentially time consuming take repetitive task. The role also assists with commission processing and support to cover for Revenue Leaders in their absence. The reservations team is also trained to assist with implementation of base strategies and run all revenue management related reports. This position is primarily remote-based but requires flexibility to travel during the workweek as requested.

Essential Duties and Responsibilities:

• Provide reservations and revenue management support as assigned.
• Build and monitor group masters, cutoff dates and group cancellations, releasing any unused rooms at the determined time.
• Process and handle group or contract rooming lists and miscellaneous reservations requests by inputting data into the reservations system.
• Read, retrieve, communicate and verify information including confirmation number to requests. Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
• Calculate and prepare rooms reports to determine sources of business using various computer systems.
• Perform a variety of transient tasks as assigned including but not limited to building of rates in brand systems and PMS, commission processing, website audits, relocation and reservations transfers.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules of a remote employee and be available to work on a regular basis.
• Must meet quarterly balance sheet score standards as provided by supervisor.
• Perform any other job related duties as assigned.

Qualifications and Skills:

• College degree or equivalent experience with 1+ year of hotel background preferred.
• Brand experience with Marriott, Hilton or Opera/Windsurfer reservations preferred.
• Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
• Ability to access, read and accurately input information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Ability to sit for extended periods with or without reasonable accommodation.
• Ability to input data at a minimum of 40 WPM on a computer keyboard with or without reasonable accommodation.
• Strong interpersonal, presentation, written and verbal communication skills required in order to communicate and present across all levels within the organization.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.