Director of Reservations bei The Boca Raton

Summary

The ideal candidate is responsible for ensuring an exceptional member and guest experience that upholds high standards of luxury and service excellence. You will lead and manage teams, coordinate with various departments, and maintain seamless operations to create memorable and tailored experiences for discerning guests. The ideal candidate will possess strong leadership skills, a passion for high-end service, luxury call center experience, and a commitment to maintaining the prestige of our extraordinary brand.

The Director of Reservations is responsible for overseeing all reservation operations, ensuring a seamless booking process for guests, and maximizing occupancy and revenue. This role requires strong leadership, strategic thinking, and a deep understanding of luxury hospitality standards. The Director of Reservations will work closely with the Revenue, Sales, and Front Office teams to ensure optimal room inventory management and exceptional guest experience.

Essential Functions

Job duties include, although are not limited to:

1.    Guest Experience Management: Oversee the overall guest experience, ensuring personalized service, attention to detail, and satisfaction at all touchpoints.

2.    Team Leadership and Training: Hire, train, and mentor team members, fostering a culture of exceptional service and continuous improvement.

3.    Operational Oversight: Coordinate daily operations and collaborate with various departments (e.g., front desk, housekeeping, F&B) to guarantee flawless service delivery.

4.    Quality Control: Monitor and evaluate service quality, room standards, and public areas to maintain the luxury image of the property.

5.    Guest Relations: Handle guest inquiries, special requests, and complaints, turning them into opportunities to create positive experiences and loyalty.

6.    Revenue and Budget Management: Work closely with the finance team to monitor budgets, manage expenses, and suggest improvements to maximize profitability while maintaining service quality.

7.    Brand Standards Compliance: Ensure all operations comply with brand standards and guidelines, upholding the reputation of the property.

8.    Feedback and Improvement: Collect and analyze guest feedback, implementing changes and improvements based on trends and insights.

9.    Collaboration: Work alongside revenue and sales teams to develop strategies that attract luxury clientele and enhance guest retention.

10.    Technology Integration: Implement and oversee modern technology solutions for improved efficiency and guest experience (e.g., mobile check-in, room automation).

11.    Lead and manage the Reservations team to ensure high service standards and efficiency.

12.    Oversee all aspects of the reservation process, including direct bookings, group reservations, and third-party channels.

13.    Ensure all reservation inquiries are handled promptly and professionally in accordance with The Boca Raton’s luxury standards.

14.    Monitor reservation accuracy, ensuring guest details, preferences, and special requests are documented correctly.

15.    Implement and enforce policies to minimize errors, overbookings, and no-shows.

16.    Collaborate with the Director of Revenue Management to develop and execute pricing and inventory strategies.

17.    Analyze booking trends, demand forecasts, and market data to adjust availability and pricing strategies.

18.    Work with Sales and Events teams to manage group blocks, VIP reservations, and special promotions.

19.    Ensure proper management of reservation systems, including updates to availability, rates, and restrictions.

20.    Oversee the property’s reservation software (PMS, CRS, and third-party platforms)

21.    Generate and analyze reports on occupancy, revenue, booking trends, and market conditions.

22.    Ensure data accuracy and compliance with reservation policies and procedures.

Internal Relationships

Reports to  Associate Vice President of Resort Sales 

External Relationships

 Has regular contact with associates, managers, directors, and guests.

Qualifications and Education/Experience Requirements:

•    Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.

•    Experience: Minimum of 3-5 years of progressive leadership experience in luxury call center or reservations department, with at least 1-3 years in a supervisory or management role.

•    Skills:

o    Excellent leadership, communication, and interpersonal skills.

o    High attention to detail and an ability to anticipate guests’ needs.

o    Strong problem-solving skills and adaptability to a fast-paced environment.

o    Proficiency in hospitality management software and Microsoft Office Suite.

o    Multilingual abilities are a plus.

o    Strong understanding of hotel reservation systems.

o    Experience in a luxury hotel or resort setting is highly preferred.

o    Exceptional leadership, communication, and organizational skills.

o    Strong analytical skills with a data-driven approach to decision-making.

o    Ability to work in a fast-paced environment, managing multiple priorities effectively.

o    Knowledge of revenue management principles, pricing strategies, and distribution channels.

Key Attributes:

•    Passionate about luxury service and guest satisfaction.

•    Professional demeanor and appearance.

•    Empathetic and intuitive with the ability to connect with guests from various backgrounds.

•    Ability to work flexible hours, including weekends and holidays.

Work Environment:

•    Environment: Primarily in a high-end hotel or resort environment with high guest traffic.

•    Hours: Variable hours based on business needs, with availability for on-call situations during peak times or guest needs.

•    Physical Demands: Must be able to stand, walk, and move throughout the property for extended periods.

Physical Requirements: 

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.