Reservations Manager

Norristown, PA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $42,900.00 - $70,600.00

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and development programs

employee wellness initiatives

Job Description

Accor is a global leader in the hospitality industry, renowned for delivering exceptional experiences worldwide. With a diverse portfolio of brands and properties, Accor welcomes employees as they are, promoting an inclusive culture that matches individuals to their ideal roles and brands. The company invests in its people by supporting continuous growth and learning, enabling employees to find purpose in their work and explore numerous career opportunities within its vast network. At Accor, every employee has the chance to contribute to shaping the future of hospitality, living a rewarding career marked by innovation and excellence. Learn more about opportunities at Accor by visiting careers.accor.com.

Located in the prestigious Rittenhouse Square, Sofitel Philadelphia is a AAA 4-diamond rated luxury hotel featuring 306 elegantly appointed guestrooms. The hotel exudes a luxurious atmosphere with French-inspired culinary offerings prepared from fresh ingredients grown in its rooftop garden. Guests enjoy signature hand-crafted cocktails at Liberte Lounge, a popular gathering spot for Philadelphia's elite. The Sofitel prides itself on a highly trained, guest-focused team dedicated to providing magnifique and memorable experiences, driven by the spirit of Joie de Vivre.

We are seeking a Reservations Manager to join our dynamic team who will be pivotal in enhancing guest satisfaction and optimizing revenue. This leadership role involves planning, directing, and coordinating all reservation activities, ensuring the seamless operation of the department. The Reservations Manager collaborates closely with the Director of Operations, Front Office Manager, Revenue Manager, and Director of Sales to drive revenue growth through effective management of all distribution channels.

Key responsibilities include overseeing the reservations team, providing hands-on support, maximizing revenue per available room (REVPAR) by monitoring third-party websites and global distribution systems, and ensuring accurate booking management. The role also requires proactive guest engagement, fostering strong business relationships with travel agents and corporate clients, and maintaining effective communication with the sales team. Emphasizing loyalty program adherence and data accuracy is essential, alongside leading the team culture focused on guest loyalty and operational excellence.

The ideal candidate brings a minimum of two years' experience in a similar capacity within a large hotel environment, excellent leadership skills, and a passion for sales and guest service. Experience with hotel management software such as OPERA Cloud and HotSOS is advantageous. This position demands a hands-on, solution-oriented professional with strong organizational skills who thrives in a fast-paced setting and is committed to achieving targets while inspiring their team. Flexibility to work varied shifts including public holidays is required.

Join Sofitel Philadelphia at Accor and be part of a prestigious brand dedicated to hospitality excellence and creating remarkable guest experiences, while developing your career within an inclusive and supportive workplace that values diversity and innovation.

Job Requirements

Minimum high school diploma or equivalent
At least two years experience in hotel reservations or front office roles
Strong leadership and team management skills
Effective communication skills both verbal and written
Proficiency with hotel reservation systems and technology
Ability to handle high-pressure situations and multitask
Flexibility to work varied shifts including weekends and public holidays
Commitment to delivering excellent customer service
Strong organizational and time management abilities
A passion for sales and revenue maximization

Job Qualifications

Minimum two years experience in a similar role in a 200 plus room hotel
Background in Front Office or Reservations in a dynamic hotel environment
Demonstrated ability to lead coach and develop a team
Willingness to be hands-on and drive a culture of guest obsession and loyalty
Ability to create meaningful connections and high trust with the team
Excellent time management and organizational skills
Ability to work independently and run a busy reservations system
Passion to sell every last room in a competitive market
Experience with OPERA Cloud Birchdstreet ResaWEB HotelLINK DataWEB TrustYOU HotSOS and ACDC highly desirable
Confident solution focused team player
Flexibility to work various shifts including public holidays
Self-motivated and target driven
Desire to work in a dynamic fast paced team
Curious and open-minded

Job Duties

Providing exceptional customer service listening to guests to understand their needs and offering tailored options
Overseeing the day-to-day management of the Reservations team and assisting with daily tasks including handling overflow calls
Monitoring third party websites and Global Distribution Systems to maximize revenue per available room
Ensuring maximum occupancy and revenue through effective room allocation and booking inspection
Assisting guests with bookings and proactively responding to guest feedback
Developing and maintaining business relationships with travel agents corporate clients and leisure business
Maintaining regular communication with the Sales team to pass on leads
Upholding the loyalty program ensuring guests are correctly linked to their history and special needs are communicated
Ensuring data integrity with 100 percent booking accuracy
Leading and cultivating a team culture focused on loyalty and recruitment of new members
Providing ongoing leadership support and guidance to the Reservations team to ensure departmental success