JOB OVERVIEW: As a Reservations Manager, you would be responsible for managing the reservations process and operation from the corporate office to continue the hotels effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks for 3 hotels to the highest standards:
- This position has 8 direct reports. You will be responsible for supervision of employee performance and developmental coaching.
- This position carries out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws.
- Interview, hire, process references and new hire paperwork to company standard for all accounting staff in compliance with state and federal laws and company policy.
- This position sets specific goals and objectives for all the employees supervised. Establishes and communicates performance criteria to all employees. Establishes and reinforces specific performance goals with subordinate employees and provides timely feedback.
- Formally reviews and evaluates performance goals and objectives on a regular basis of all employees under your supervision.
- When appropriate and needed, disciplining and creating performance improvement plans for employees, and when necessary terminating employees under your supervision for performance related issues.
- Maintain proper staffing levels for all operating hotels and corporate office.
- Responsible for ensuring the department maintains budgeted productivity levels with all budgeted line items.
- Schedules direct report staff.
- Reviews with each GM/AGM staff schedules on a weekly basis to ensure business needs and budgeted levels are being met.
- Communicate with team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work, policies and procedures and internal controls.
- Provide timely, real-time feedback to associates on service and operational standards; including feedback on even the smallest of service and operational details.
Managing Daily Business Needs
- Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
- Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events to staff.
- Serve as liaison with Reservations teams and property personell company-wide.
- Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward.
- Recruit, interview and train team members
- Calculate, prepare and generate designated reports, including, but not limited to OAR and Master Monthly
- Develop and revise forecasts
- Responsible for property compliance with appropriate Marriott International Policy and Information Security Manual. Accountable to take action to address deficiencies. Determines solutions and implements per SOP.
- Provides timely, accurate, and detailed status reports as requested.
- Celebrate successes and recognize the contributions of team members; ensure recognition is taking place across areas of responsibility.
- Check third party vendor sites on a monthly basis to ensure accurate information for pricing, pictures and written content.
- Monitor all hotel’s reservation activity and selling strategies.
- Monitors the perpetual inventory of rooms to be sold for each hotel at all times.
- Prepares daily, weekly, and monthly forecast reports on reservation activity for each hotel.
- Plug into reservation agent calls to ensure call standards are being met on a regular basis.
- Manage room blocks for large events, monitor billing arrangements, and handle room inventories.
- Conducts shift briefings to ensure hotel activities and operational requirements are known
- Takes care of deposits and payments of all booking types
- Research no shows finds out the reason for No Shows and follows the general procedure
EDUCATION & PHYSICAL REQUIREMENTS:
- 2 year Associates Degree in Business Administration, Marketing, Hotel and Restaurant Management, or related major preferred.
- 5 years hotel experience
- Experienced in network hardware, desktop, peripherals, protocols, communications, operating systems and Marriott internal applications (OPERA,MARSHA, PMS, NGS, SFA, etc.)
- Demonstrated skills in supervising and leading an IT Department
- Hotel industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
- Must be able to work days, nights and weekends.
- Must be able to walk for long periods of time
- Must be able to sit, walk, bend and stoop throughout day
- Frequently use hands for keyboard and arms to reach.
- Valid driver’s license required.
- Able to communicate effectively in English, both verbally and in writing.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
We participate in E-Verify
Wincome Hospitality is a division of Wincome USA, a family-owned real estate investment, development, and management ﬁrm based in Anaheim, California. Originally founded by Paul Chan back in 1988, the firm has been recently passed down to his son, Mark Chan. With over 30 years’ experience in the OC area, the original investments included a mixed portfolio of apartment buildings and oﬃce space both locally and in the greater Dallas region. As with most successful real estate investments, location is king which led Paul Chan to acquire a small boutique hotel located on Harbor Boulevard, directly across from the main entrance to Disneyland. This acquisition marked Wincome’s entry into the hospitality space (thereby creating Wincome Hospitality) and changed the course of the company for the next 30 years.
The original small boutique hotel came to be known as The Carousel Inn and Suites and was a trend setter for the market during the mid-90s once Wincome hired a General Manager by the name of Paul Sanford. Sanford, having recently left a successful career in Hawaii to finish his MBA at Pepperdine, brought world renown service culture from the islands to this boutique hotel. This mix of service and location led to over two decades of success at this property and helped Wincome establish its footprint in the Anaheim Hotel market.
Wincome expanded the hotel portfolio in 1998 by purchasing three smaller hotels on West Katella Avenue that had long been overlooked and rundown by their former owners. Mr. Chan had a vision of taking the three separate spaces and combining the properties to form a unique resort like atmosphere unlike any other in the Anaheim Resort District. After a multi-year renovation, the vision was realized when the site reopened as the Anabella Hotel in 2001.
2010 marked Wincome’s first venture into the luxury four-diamond market when they bought the Wyndham Hotel in Costa Mesa. The property undertook a $20 million renovation to which it received its first four-diamond award in 2013. The property officially rebranded in 2016 as the Avenue of the Arts Costa Mesa, a Tribute Portfolio Hotel, originally a Starwood brand but now under Marriott’s portfolio. Having since won multiple service, design and hotel awards, Wincome was able to take another forgotten property and turn it into a market leader.
Riding off the success of Avenue of the Arts and now headed by Paul Chan’s son Mark, Wincome started the next phase of their company in 2015 when they sold the Carousel to Walt Disney Parks & Resorts to facilitate Disney’s Eastern Gateway project. In 2016, they purchased an oﬃce building at 888 Disneyland Drive—leasing the building to tenants as well as setting up their corporate headquarters. They also acquired the Anaheim Plaza Hotel, a 9-acre site located on Harbor Boulevard, and converted it to The Anaheim Hotel, a three-diamond property.
Wincome is known for unique location based hotels that mix elevated design with our signature sophisticated sincere service. Our passionate staff’s mission is to exceed expectations and create remarkable experiences for our guests.
As a family-owned business, Wincome Hospitality is dedicated to Elevating the Experience through the values of customer service, a true partnership with our team members, and deep connections to the communities in which we do business.