Job Description

Job Location: Galveston, TX 77554
Position Type: Full TimeEducation
Level: None
Salary Range: $45,000.00 - $55,000.00 Base+Commission/month
Travel Percentage: None
Job Shift: Any
Job Category: Hospitality - HotelRESERVATIONS MANAGER
Reports To: Revenue Manager> Assistant General Manager
Department: Reservations                                      Classification: Full Time
Division: Rooms
JOB SUMMARY:
The Reservations Manager oversees all reservation procedures, group conference bookings, hotel room inventory, and helps Reservation Agents with all duties.
POSITION AUTHORITY:
The incumbent is authorized to take reasonable action necessary to carry out assigned duties and responsibilities, provided such action is consistent with position guidelines as outlined below.
POSITION GUIDELINES:
Position guidelines include, but are not limited to, established company and department policies and procedures and all supervisory directives.  The incumbent is expected to exercise sound, reasonable judgment and initiative, and give high priority to accuracy and details in the performance of job responsibilities.
ESSENTIAL FUNCTIONS:
- Oversee and optimize rooms inventory using current revenue optimization practices and RMS tools to maximize occupancy, ADR, and overall RevPAR performance; includes daily monitoring of group blocks, cutoff dates, pace, wash, and rate/length-of-stay controls.
- Manage all reservation workflows, including processing group rooming lists, entering and maintaining reservations data, handling internal employee booking requests, and ensuring data accuracy within the PMS, CRS, and any connected distribution platforms.
- Set up and audit group billing arrangements, ensuring all group masters have accurate payment methods, direct-bill accounts, routing instructions, and authorized payment guarantees.
- Monitor corporate and negotiated account production, preparing monthly and quarterly performance reports; collaborate closely with Sales, Revenue Management, and Front Office to ensure accurate status of room availability and pacing.
- Block, maintain, and adjust group inventories in alignment with contracts, addendums, and pick-up trends, ensuring space is maximized and released appropriately.
- Recruit, train, mentor, and lead reservation agents, ensuring the department operates efficiently and provides consistent, high-quality guest service aligned with Moody Gardens standards.
- Conduct ongoing performance evaluations, offering coaching, recognition, and corrective action as needed to maintain service and productivity standards.
- Prepare and reconcile rooms and pick-up reports, including daily, weekly, and monthly summaries used by Sales, Revenue Management, and Executive leadership.
- Support the development and maintenance of rooms forecasts, including daily, weekly, monthly, and annual projections, collaborating with the Revenue Manager to ensure accuracy.
- Create and manage promotional and booking codes, including online booking codes, rate plans, and package configurations as requested by the Sales & Marketing teams.
- Foster strong cross-departmental relationships, serving as a liaison between Reservations, Sales, Revenue Management, and Front Office to ensure seamless communication and alignment.
- Assist the Revenue Manager with reporting, rate loading, inventory controls, testing, audits, and system maintenance as required.
- Develop and maintain weekly staffing schedules, ensuring adequate coverage based on business demand and labor productivity expectations.
- Establish, uphold, and continuously improve department policies, SOPs, and best practices to maintain consistency, accuracy, and service quality.
- Ensure adherence to Moody Gardens Hotel policies, procedures, and operational standards.
- Perform additional responsibilities as assigned, with duties subject to change based on business needs and management direction.
- Host and run New Year’s Eve Palooza Package Registration Desk, assist with other property events such as greeting, giving directions, and providing information to guests.
- Stay current on all hotel packages, promotional offers, rate plans, inclusions, and booking restrictions.
- Ensure all reservations are coded correctly according to the hotel’s credit and payment policies, including proper market segmentation and rate qualification.
- Process and reconcile advance deposits and prepayments following accounting and PCI compliance standards.
- Manage daily reservations correspondence, ensuring all follow-up is completed within established response time standards
- Process reservation requests originating from the Sales Office, Revenue Management, other hotel departments, travel agents, and inbound distribution sources
- Adapt to evolving operational needs; responsibilities may change as necessary to support Moody Gardens Hotel's performance and guest service objectives.
- Ensure advance deposit requirements and booking guidelines are followed and communicated clearly to guests.
- Support pre-arrival tasks such as VIP tracking, special requests, early arrival coordination, and group pre-registration
- Respond promptly and professionally to guest, travel agent, and partner communications received through phone, email, web inquiries, CRM, and the central reservations system.
- Maintain expert knowledge of all room types, layouts, views, and in-room features to support accurate recommendations and upselling
- Maintain organized digital and physical records in accordance with departmental standards and data privacy guidelines.
- Foster a positive work culture by being courteous, supportive, and collaborative with guests, managers, and team members.

QualificationsEDUCATION/ EXPERIENCE REQUIREMENTS:
- High School diploma preferred
- Must have a minimum of two years prior experience and a minimum of two years supervisory experience in similar size operation
- Hotel experience mandatory
- Managing, mentoring and training reservation specialists
- Event Managment
- Quailty Control skills via telephone
- Managing Multiple Systems
- Excellent Problem Solving Skills
REQUIRED SKILLS:
- Must be familiar with over the phone sales strategies
- Must exude leadership skills to lead a group of at least 8 Reservations agents
- Must be reliable and responsible
- Digitally fluent
- Typing skills
- Must have a clear speaking voice
- Multitasking skills
- CPR certification and/or First aid training preferred
- Individual should be well organized, possess excellent written and oral communication skills, work well under pressure, and utilize a friendly and courteous manner
- Conflict Resolution
- Financial Literacy
- Must have excellent time management skills
PHYSICAL REQUIREMENTS:
- Must be able to sit for long periods of time
- Ability to work in a confined space
- Must be able to lift 50 pounds