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Reservations Manager

Posted April 24, 2021

PGA National Resort & Spa
Palm Beach Gardens, FL

About This Job

Essential Duties and Responsibilities: Include the following. Other reasonable duties may be assigned.

  • Promote team spirit and encourage excellence in telephone sales and service performance among all reservations staff. Works one-on-one with reservations agents to improve their sales techniques as well as ensures an ongoing coaching, training, and development of staff.
  • Implements monitoring and scoring of agents to achieve luxury quality standards. Gives regular feedback to reservations agents on their sales performance and ways to improve conversion of calls to bookings.
  • Ensures the maintenance of accurate reservations records and at the same time ensures that employees are completing all assigned duties as well as following all established hotel / department policies.
  • Manage Group Reservations Coordinators and their processes, to ensure adherence to the Sales Contract terms, ensure the highest level of meeting planner and guest satisfaction whilst maximizing room inventory and ADR.
  • Complete employee scheduling and payroll and ability to react to changes in phone volume while performing within the departmental budget.
  • Maintain employee discipline, conduct employee reviews, conduct monthly departmental meetings and various briefings on policy changes, new promotions and new procedures.
  • Responsible for loading and maintaining rates, packages and tracking codes in the Property Management system.
  • Responsible for regular monitoring of room categories in the PMS system, to ensure revenue maximization and potential yield management opportunities.
  • Effectively control high occupancy and oversold dates to ensure minimal guest “walks” and to maintain hotel profitability.
  • Complete data entry required for monthly performance results.
  • Maintain awareness of budgetary goals, occupancy and revenue forecasts and react in an immediate manner to changes in market conditions and/or any condition that would otherwise alter the current selling strategies, relative to transient business. 
  • Must be a good communicator and able to motivate staff in a close-quarters work environment. Ability to create good working relations between reservations sales staff and all hotel departments.
  • Requires self-initiative, analytical skills, proficiency in technical areas and customer relations.
  • Knowledgeable and proficient in the area of sales and sales techniques.
  • Requires good time management, organizational skills and the ability to work well under pressure and manage multiple priorities.
  • Works closely with DORM with budgets, managing labor and expenses for departmentQualification Requirements: Must have luxury resort experience with knowledge of AAA and Forbes reservations standards. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience: Minimum three years prior hotel reservations supervisory or managerial experience a must. College degree preferredLanguage Skills: Excellent service skills including etiquette and ability to work with the public including diverse clientele and golf knowledge. Excellent communications skills, organization skills and time management required. Knowledge of another language is highly desirable.Reasoning Ability: Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Ability to provide and interpret a variety of instructions furnished in written, oral, diagram or schedule form.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee must be able to spend 50% of working day sitting and other 50% standing or walking. Must be able to walk entire length of property for site inspections. Ability to read a computer screen from a distance of 1-3 feet. The employee is required regularly to use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or hear. Must present self in a mature professional manner. accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Hotel Systems:Navis – Reservations softwareDelphi FDC - Coming soon: IDEAS will be the RMS system - Visual 1 Agilysis – Property Management System (PMS)- Ihotelier is our G.D.S
  • Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)


About this Employer

PGA National Resort & Spa

400 Avenue of the Champions
Palm Beach Gardens, FL 33418

(561) 627-2000

354 Room Resort

Our Resort

PGA National Resort & Spa has long been a place of legendary moments. Here at this Palm Beach destination, luxury is always the standard, golf is never considered just a game and together the two create an enviable lifestyle in a setting that embraces the best Florida has to offer. Anchored by five championship golf courses, and renowned throughout the world as Home to the PGA Tour’s Honda Classic and the legendary Bear Trap, PGA National also boasts a world-class destination spa, a private state-of-the- art sports & racquet club and an exclusive private membership club at the heart of this luxurious resort lifestyle community.

The moment you arrive you will feel what draws people to PGA National. Golf is at the heart of it all, combined with great food and friends, an enviable year-round climate that lends itself to an active lifestyle – all offered in warm and welcoming elegant contemporary surroundings.