Reservations Manager (Los Angeles, CA - Sunset Blvd.)
Luxe Sunset Boulevard Hotel is a AAA Four Diamond hotel! We are the ONLY AAA Four Diamond hotel in our competitive set and the only one near Brentwood and Bel-Air.
The Luxe Sunset Blvd Hotel is currently looking to add a Reservations Manager to our team.
A boutique retreat in the heart of Los Angeles, Luxe Sunset Boulevard hotel provides an oasis of elegance and style by welcoming guests to one of the most distinguished addresses in all of California.
Luxe Sunset Boulevard Hotel is a stunning property at the crossroads of Brentwood and Bel-Air. Located within minutes of UCLA, the Getty Museum, and Skirball Cultural Center, our convenient location makes it easy to access the best of LA.
Department: Sales
Accountable To: Director of Sales & Marketing
Salary Range: $65 - 70K (Employer est.)
Primary Objective:
Accurately and promptly process internal and external customer reservations by the standards and policies of Luxe Sunset Boulevard Hotel. The Reservations Manager works closely with Sales, Front Office, and Catering to provide daily support in pricing, distribution, revenue optimization, reservation sales, customer service, and resources necessary to achieve the top-line revenue objectives. Responsible for the meticulous management and oversight of the Guest Rooms Reservation process. They are, overall, maximizing the hotel’s revenue and customer satisfaction by leading the reservations department by the standards of the Luxe Sunset Boulevard Hotel.
Areas of Accountability:
About Luxe Hotels:
The Luxe independent hotel group is a privately held company, headquartered in Los Angeles, California, boasting a portfolio of luxurious boutique hotels, resorts and inns located around the world.
Although Luxe is the brand name of our Hotels, “Luxe” is really an experience, built around ideals of timeless hospitality, innovative services and unexpected solutions. Luxe hotels are like home, only better. At Luxe, we go beyond service and strive to relate to our guests. Every person that enters our hotel brings something new and different – a unique journey and experience. Our job is to recognize and respect that journey in every interaction. Every person truly is an entire world!
With this in mind, we seek employees who share our values and who desire to deliver a gracious guest experience with sincere commitment. We accomplish this by making our guests feel cared-for and known, when they stay or dine with us. Their preferences are considered; their expectations are constantly exceeded. Meeting their needs is only the beginning of what we do to make them feel like they belong.
The Luxe Sunset Blvd Hotel is currently looking to add a Reservations Manager to our team.
A boutique retreat in the heart of Los Angeles, Luxe Sunset Boulevard hotel provides an oasis of elegance and style by welcoming guests to one of the most distinguished addresses in all of California.
Luxe Sunset Boulevard Hotel is a stunning property at the crossroads of Brentwood and Bel-Air. Located within minutes of UCLA, the Getty Museum, and Skirball Cultural Center, our convenient location makes it easy to access the best of LA.
Department: Sales
Accountable To: Director of Sales & Marketing
Salary Range: $65 - 70K (Employer est.)
Primary Objective:
Accurately and promptly process internal and external customer reservations by the standards and policies of Luxe Sunset Boulevard Hotel. The Reservations Manager works closely with Sales, Front Office, and Catering to provide daily support in pricing, distribution, revenue optimization, reservation sales, customer service, and resources necessary to achieve the top-line revenue objectives. Responsible for the meticulous management and oversight of the Guest Rooms Reservation process. They are, overall, maximizing the hotel’s revenue and customer satisfaction by leading the reservations department by the standards of the Luxe Sunset Boulevard Hotel.
Areas of Accountability:
- Handles difficult situations effectively to meet Luxe Hotel service standards.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
- Ensures updated information exists on all channels, i.e., reservation systems, internet, etc.
- Possesses thorough product knowledge of room types, room positioning, current rates, facilities, and services within the hotel. Able to offer and sell hotel amenities to guests when required.
- Utilizes leadership skills and motivation techniques to maximize employee productivity and satisfaction.
- Achieves high workforce productivity with high customer service satisfaction.
- Maintain accurate data of reservations in hotel PMS (Opera) including but not limited to reservations requests via e-mail or phone, commissions, deposit schedule, billing, and cross-referencing OTA extranets.
- Crosscheck room count in PMS and Booking Engine.
- Allocating group billing and payments for PM accounts.
Reservations:
General Guidelines:
- Record reservation information accurately, identify and record group and transient business codes.
- Greet customers over the phone in a friendly, courteous manner, using appropriate verbiage.
- Utilize appropriate upselling techniques.
- Manage and confirm all reservation requests for active FIT accounts: Bonotel, New World Travel, ATI, Team America, Travco.
- Manager all in-house reservation requests from Sales and Catering department as well as Cooperate Travel Accounts.
- Enforce solid BAR rates, with limited discounts and hold employees responsible for any unauthorized discounts or upgrades.
- Review no-shows and ensure charges are being processed accurately.
- Train all staff on rate codes, routing, billing and up sell techniques.
- Prebook all special requests and VIP accommodations accurately.
- Contact guests as needed to confirm special accommodations, requests or needs.
- Answer guests’ questions in a courteous and professional manner, provide information including but not limited to directions, shopping, dining, entertainment, hotel services and safety.
- Answer all e-mail communication within 4 hours of receipt during normal work schedule.
- Maintain constant communication with Sales and Front Office to ensure effective flow of information on occupancy and space availability.
- Handle any Travel Agent commission inquiries and resolve any discrepancies.
- Tailor communication style effectively with customers, co-workers, and supervisors.
- Inform hotel of difficult situations effectively by e-mailed incident reports.
- Inform Leadership of potential sell-out dates or any other sudden change in availability, rates, or status of current promotions.
- Keep supervisor fully informed of all problems or matters of significance.
- Compile production reports for Sales Team on a monthly basis
- Compile daily VIP arrivals report.
- Produce commission reports for all 3rd party bookings on a weekly basis
- Proper phone sales etiquette to uncover guest needs prior to quoting (will train).
- Work with DOSM on group quotes and rate approvals before submitting to guest.
- Familiarization with Revenue Tool, Spider as it pertains to group quotes.
- Create & send proposals to guests using template provided
- Create & send courtesy agreements for social blocks and be submitted to DOSM for approval prior to sending.
- Create & send Group Resumes 72hrs prior to group arrival highlighting payment, billing methods, & VIP arrivals
- Create & send booking links as soon as agreements are countersigned.
- Create & send pick up reports as requested by guest
- Enter all incoming phone, email, & Cvent leads into Delphi as Prospect, Tentative & Definite accordingly
- Follow up on all leads sent by calling the client to “ask for the business”
- Conduct & Schedule Site Inspections as necessary to showcase and ‘sell’ product highlighting strengths & key aspects of property
- Occasional participation on Revenue Calls to be informed on occupancy & market trends.
- Create PM accounts, Send Celopays, and take scheduled group deposits.
- Perform all duties and responsibilities in a timely, efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
- Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working environment
- Adhere to company policies and procedures
- Attend work as scheduled
- Follow hotel’s dress and grooming standards
- Minimize safety hazards by following all safety rules and procedures
- At all times, project a favorable image of Luxe Sunset Boulevard Hotel to the public
- Pushing/Pulling: Average weight 30lbs constantly
- Lifting/Carrying: Average weight 30lbs constantly
- Standing/Walking: Occasionally. Sitting the majority of scheduled shift
- Kneeling/Crawling: Occasionally. Completing tasks throughout the hotel
- Reaching: Occasionally
- Medical, Dental, Vision and Life Insurance
- FSA Medical
- Short Term Disability and Long Term Disability
- 401(K) Plan
- Vacation and Sick Leave
- Employee Dry Cleaning
- Employee Free Meal and Parking
About Luxe Hotels:
The Luxe independent hotel group is a privately held company, headquartered in Los Angeles, California, boasting a portfolio of luxurious boutique hotels, resorts and inns located around the world.
Although Luxe is the brand name of our Hotels, “Luxe” is really an experience, built around ideals of timeless hospitality, innovative services and unexpected solutions. Luxe hotels are like home, only better. At Luxe, we go beyond service and strive to relate to our guests. Every person that enters our hotel brings something new and different – a unique journey and experience. Our job is to recognize and respect that journey in every interaction. Every person truly is an entire world!
With this in mind, we seek employees who share our values and who desire to deliver a gracious guest experience with sincere commitment. We accomplish this by making our guests feel cared-for and known, when they stay or dine with us. Their preferences are considered; their expectations are constantly exceeded. Meeting their needs is only the beginning of what we do to make them feel like they belong.
Department: Front Office
This is a management position
This is a full time position