Reservations Manager - Regent Santa Monica Beach Opening Late 2023

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica late 2023 as the first destination in the Americas. The resort will set a new standard for modern upper luxury.

 Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

Job Summary

Manage and oversee a property-based Reservations team that will be responsible for booking all aspects of the guest experience. The operation will optimize revenue booked and offer enhanced customer service and client engagement.

Responsibilities

• Participate in the development and implementation of the Reservations operation to contribute to the achievement of short and long-term goals. 
• Recruit Reservations Supervisor following company and cultural policies and supporting succession planning. 
• Recruit and train a team of Reservations sales agents to provide property booking services across rooms, restaurants and spa. Responsible for monitoring agent effectiveness and efficiency
• Manage department associate engagement, scheduling, payroll, recruitment, counseling, feedback, and quarterly department meetings.
• Develop and implement motivational and creative incentive programs to maximize revenue opportunities within set budgetary scope.
• Analyze current business results and trends and develop and implement specific action plans to improve operational performance from areas of shortfall identified.
• Ensure cost per call versus revenue generation optimization through ongoing analysis of relevant metrics, shrinkage, and absence and implementing specific action plans in all areas of shortfall.
• Ensures incoming reservations are properly detailed, other departments are informed, service standards are exceeded, and MHR OCIS profile database is maintained with up-to-date information using Opera properly and supporting technology.
• Prepares and distributes weekly, monthly, and annual reports, including but not limited to the following: Pickup Reports, ACD Reports, Marketing Statistics, and Call Conversion Reports.
• Interacts daily with Catering and Sales team to facilitate group and catering reservations, as needed, or in the absence of the Group Coordinator. Interacts with group contacts as necessary, sending those updated rooming lists and pickup reports.
• Attends all pre-convention meetings; supervises the preparation and timely distribution of all monthly group reports.
• Proactively seek new ways to improve existing processes by collaborating with counterparts in other properties, Revenue Management, Sales, and Marketing.

Experience

• One-year experience managing a team of five people or greater.
• Three-year experience working either at the front desk or in the reservations department for a luxury hotel.
• Previous customer service experience, multi-line telephone usage, and reservations experience
• Must have excellent verbal and written communications skills, as well as be able to speak, read and write the primary language(s) used in the workplace.
• Demonstrated experience in leading and developing people.
• Good cognitive skills: the ability to solve problems and make rational decisions.
• Ability to work at a computer for 8 or more hours per day, while answering the phone and typing
• Advanced skills in Word, Excel, PowerPoint, and Outlook, previous experience with communications-related equipment, knowledge of Opera preferred.
• Bachelor’s Degree preferred. 

What you can expect from us: 

The annual pay range for this role is $70,000.00 to $80,000.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A team member’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.