Job Description
Job Location: B Ocean Resort - Fort Lauderdale, FL 33316
Position Type: Full Time
Salary Range: $1.00 - $1.00 Salary/year
Travel Percentage: None
Job Shift: Any
Job Category: SalesThe Reservations Manager leads the reservations function to maximize conversion, ADR, and guest satisfaction. You’ll own day-to-day reservations operations, coach the team, ensure data integrity across PMS/CRS/OTAs, and partner with Revenue and Sales on inventory, pricing, and forecast accuracy.
Key Responsibilities
- Team Leadership
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- - Hire, train, schedule, and coach reservationists; run call coaching/QA and performance reviews.
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- - Set service levels for response time, abandonment, conversion, and upsell; lead daily huddles and 1:1s.
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- Operations & Service
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- - Oversee call, email, chat, and web-booking workflows; handle VIP/escalated bookings and complex itineraries.
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- - Ensure accurate entry of rates, packages, market/source codes, billing/routing, tax-exempt, and special requests.
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- Inventory, Pricing & Distribution
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- - Coordinate with Revenue on length-of-stay controls, overbooking, restrictions, and need-period tactics.
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- - Maintain parity and content accuracy across CRS/OTAs/GDS; action extranets and resolve mapping/availability issues.
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- Forecasting & Reporting
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- - Produce daily/weekly pace, pickup, wash, and denial reports; deliver demand insights and action plans.
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- - Track KPIs (conversion, ADR, RevPAR contribution, abandonment, upsell attach rate, error/adjustment rates).
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- Groups & Blocks
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- - Build and manage blocks, load rates, monitor cutoff dates; process rooming lists, billing, and changes; partner with Sales/Events for flawless handoffs.
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- Data Integrity & Compliance
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- - Maintain clean guest profiles; prevent duplicates and enforce naming standards.
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- - Uphold PCI, privacy, fraud prevention, and ID verification policies; support chargeback responses with documentation.
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- Process Improvement & Tools
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- - Optimize scripts, job aids, and SOPs; champion system enhancements (PMS/CRS/Channel Manager/Call Tracking).
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- - Collaborate with Marketing on website/booking engine content and conversion testing.
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Benefits We Offer:
- Competitive Salary: A comprehensive and competitive compensation package.
- Performance Bonuses: Based on company and individual performance.
- Health Benefits: Full medical, dental, and vision coverage.
- Retirement Savings: 401(k) plan with company match to help secure your financial future.
- Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
- Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
- Employee Discounts: Discounts on hotel stays and services across PHM properties.
- Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
- Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.
Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):
PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.
Qualifications
- 3–5+ years reservations/contact center or front office experience, including 1–2+ years in a lead/supervisory role.
- Proficient with PMS/CRS (e.g., Opera/Cloud PMS, SynXis, iHotelier/TravelClick) and OTA extranets; GDS familiarity a plus.
- Strong analytical skills; advanced Excel/Google Sheets (lookups, pivots) and comfort with dashboards/QA tools.
- Excellent written/verbal communication and coaching skills; professional phone/email etiquette.
- Organized, detail-driven, and calm under pressure; proven problem solver.
- Flexible schedule based on business need; bilingual a plus.
Work Conditions
- Primarily desk/computer/phone-based; prolonged sitting and typing; occasional lifting to 20 lbs (files/supplies).
