Reservations Manager - The Langham, Pasadena

About Langham Hospitality Group
A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
The Langham Huntington, Pasadena, Los Angeles is located in Pasadena, California, in the heart of an upscale residential neighborhood bursting with historic gems like Albert Einstein's former residence and famous film locations including the homes from Mad Men and Father of the Bride.
Just up the street you'll find Pasadena's vibrant shopping and entertainment district boasting theaters, boutiques, incredible restaurants and world-class museums. And the hotel is just a short drive from the rest of Pasadena's must-see spots including the Rose Bowl stadium, The Huntington Library, Descanso Gardens, Kidspace Children's Museum and much more.
Check out what’s nearby, or inquire with our concierge team for recommendations on what to see, eat, and do in Pasadena and nearby Los Angeles.
 

DEPARTMENT:       Reservations

JOB TITLE:             Reservations Manager

REPORTS TO:        Director of Revenue Management

PRIMARY OBJECTIVE OF POSITION:

To lead the Reservations Department and assist the Director of Revenue Management in achieving revenue goals and company service standards. Results are driven by maximizing and managing revenue & sales resources and service efforts to ensure KPIs are met.

RESPONSIBILITIES AND JOB DUTIES:

• Contribute to the strategic planning, development, and implementation of reservations initiatives and monitoring of team results.
• Perform daily review of sales direction and manage hotel inventory to maximize overall revenue and guest experience.
• Responsible for ensuring that daily checklists are completed on time and accurately by each colleague.
• Monitor call volumes and conversion, provide training, support, employ sales tactics, and implement incentive initiatives to ensure department goals are met.
• Manage schedule and payroll accordingly.
• Maximize revenue by having complete product knowledge of The Langham, Pasadena, and competitive hotels.
• Select, train, coach, and develop people to enhance performance and to meet the current and future needs of the department. 
• Responsible for telephone and email etiquette standards are always followed.
• Train and support agents in order to achieve top results.
• Handle guest recoveries via the appropriate resolution process.
• Attend and participate in weekly ROME meetings and assist DORM in preparation of the deck as needed. Lead the meeting in absence of Director of Revenue Management if required.
• Assist the Director of Revenue in monitoring and analyzing the effectiveness of restrictions and other selling strategies.
• Prepare daily, weekly, monthly reports as necessary in a timely and accurate manner.
• Lead weekly Reservations Team Meetings. Attendance for other meetings as required.
• Liaise with central reservations frequently as an extension of the Reservations Department.
• Collaborate with various departments to ensure flawless execution and participate in solving problems with other departments.
• Work closely with the Revenue Analyst and Group Rooms Controller, learning their processes and handling escalated requests.
• Provide oversight and support to Group Rooms Controller with respect to the monitoring and management of group cutoffs, pickups and wash factors.

PHYSICAL DEMANDS:

• Digital dexterity, e.g., using a computer keyboard, computer/software applications.
• Requires walking or standing to a significant degree.
• Ability to lift 20 lbs.
• Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency. 
• Stand, sit, reach, grasp, lift/carry, walk, climb, kneel, squat, bend, push/pull.

SPECIAL SKILLS REQUIRED:

• Sets high personal performance standards with a strong performance record and ability to work in a fast-paced environment.
• Excellent communication skills in both written and spoken English. Communicating openly and develop positive working relationships at all levels, and managing conflict effectively.
• Presents powerful arguments that persuade others. 
• Motivates and inspires others to perform.
• Adapts quickly and positively to new situations and continues to be productive in changing circumstances.
• Ability to use and create written (verbal/visual) sources of information, e.g. read reports, procedural documentation, and reference materials.
• Make decisions requiring limited judgment, e.g. task sequencing, filing, and tracking email.
• Perform activities requiring sustained concentration, e.g., training, designing, and planning work.
• Use non-verbal/visual sources of information, e.g., reference graphs, tables.
• Use electronic and oral communication to perform work, e.g., answer the telephone, greet visitors, conduct in-person and virtual meetings, client entertaining, and domestic and international travel.
• Prompt and systematic decision-making skills and prioritizing workload.
• Good interpersonal and presentation skills for working with third-party partners and the internal marketing team, with the executive team.
• Due to the cyclical nature of sales, work schedules may vary to reflect the business needs of the hotel/clients. 

EDUCATION/ EXPERIENCE /LICENSES OR CERTIFICATES / REQUIRED:

• Undergraduate degree or College Diploma in relevant discipline, or equivalent professional experience desired. 
• Minimum 2 years of supervisory/management experience in Reservations or Front Office in a luxury hotel.
• Proficient in Opera, SynXis, third-party OTA extranets, IDeaS, Word, Excel, PowerPoint.

SALARY RANGE:

$75,000 - $79,000 annually, DOE

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each colleague remains, always, an “at will” colleague. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The employer 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.