Reservations Manager

OverviewThe Reservations Manager role at Balboa Bay Club oversees the daily operations of the Reservations Department at Balboa Bay Resort in Newport Beach, CA. This is a Management level, Full-time position with a salary range of $68,640 - $71,000 per year. The Reservations Manager leads a team of agents and collaborates with internal departments to optimize occupancy and ensure a seamless guest experience.Primary Responsibilities Supervise the daily operations of the Reservations team, including training, coaching, and scheduling. Ensure all reservations are entered accurately into the PMS and confirm guest details, special requests, and payment methods. Monitor room availability and coordinate with Sales and Revenue teams to manage group blocks and high-demand periods. Maintain consistent communication with third-party call centers to ensure accurate information and conversion of reservations. Build and manage promotional rate plans and packages in collaboration with Revenue and Marketing teams. Oversee reservations for special events, holidays, and extended stays; manage pre-arrival communications for VIPs. Respond promptly and professionally to guest inquiries, complaints, and reservation-related issues. Audit daily reservation activity, monitor agent productivity, and ensure adherence to service standards. Maintain OTA extranets and ensure rate and inventory parity across all booking channels. Produce and analyze daily, weekly, and monthly reservation reports; identify trends and opportunities for improvement. Ensure compliance with policies related to deposits, cancellations, and no-shows. Attend departmental and interdepartmental meetings, providing insight from the reservations perspective.Qualifications 2+ years of experience in hotel reservations or front office; prior supervisory experience preferred. Strong working knowledge of PMS systems (Opera Cloud preferred) and channel management tools. Excellent communication skills and a commitment to guest service excellence. Strong organizational and time management skills with attention to detail. Ability to lead and motivate a team in a fast-paced, high-volume environment. Proficient in Microsoft Office, especially Excel and Outlook. Flexible schedule including weekends, holidays, and peak business periods.Core Competencies Demonstrates attention to detail and accuracy, especially in high-volume, fast-paced environments. Maintains professionalism and composure under pressure, with the ability to prioritize, adapt, and solve problems proactively. Exercises sound judgment and discretion in handling guest information and sensitive business matters. Leads with integrity and fosters a culture of accountability, collaboration, and service excellence across departments.Seniority level Mid-Senior levelEmployment type Full-timeJob function ManagementIndustries Hospitality #J-18808-Ljbffr

Created: 2025-10-08