Why us?
Shinola Hotel is seeking a Reservation Agent to create timeless memories and quality experiences for guests and associates alike.
The world’s first Shinola Hotel is Detroit’s new living room. What started as a watch company has transformed into a luxury brand that creates a lasting impact on visitors and locals alike, with products and services uniquely their own. Born in Detroit, the Shinola team has an unwavering commitment to build upon the city’s history and create thoughtfully designed spaces and experiences. Come join the team at Shinola Detroit and experience the artful hospitality this boutique hotel has to offer.
As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.
We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!
Job Overview
At Shinola Hotel, our Reservations Supervisor is at the forefront of creating an exceptional check-in experience for our guests. As the Reservation Supervisor, you will play a vital role in ensuring a seamless and memorable experience for our guests. This position ensures all aspects of each guest reservation are handled efficiently and in line with the hotel's standards.
This position involves daily tasks related to reviewing and updating reservation information to proactively ensure accuracy, managing daily arrivals, and organizing guest requests and special amenities.
This position involves daily tasks related to reviewing and updating reservation information to proactively ensure accuracy, managing daily arrivals, and organizing guest requests and special amenities.
Responsibilities
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Answer the telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately, using the hotel's selling strategy and segmenting reservations into the appropriate category.
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Prepare and reconcile forecasts and reports to include but not limited to; a daily three-day forecast, 90-day forecast strategy boards, etc.
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Supervise the Reservations Sales personnel; interview, hire, train, coach and counsel, schedule, verify and direct.
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Responsible for performance reviews development.
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Verify all reservations and group room blocks. Input promptly, correctly code and update all hotel information into the reservation system.
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Track denials, demand and forecast information on a daily basis including franchise database.
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Maintain accurate records for guaranteed no-shows, cancellations, advance deposits, occupancy and history information.
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Maintain a group information log and monitor the progress of all room blocks. Maximize franchise resources, including rate solicitation, program participation and other tools.
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Respond to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.
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Negotiate rates and up-sells rooms in order to increase occupancy and maximize revenues.
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Promotes the hotel and its services in order to capture customers and increase revenues.
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Operate reservations system by entering and accessing data in order to provide callers with accurate hotel information.
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Duties will include manual and computerized skills.
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Provide accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing.
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Direct yield management effort effectively.
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Enter all special room requests into computer or manual system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
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Keep up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
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Input group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
Qualifications
Education/Formal Training
High School diploma or equivalent. Further education is desirable.
Experience
Must have two to three years of hotel front office and/or reservations experience.
Knowledge/Skills
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Skills & Qualifications:
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Attention to detail and accuracy
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Exceptional attention to detail and organizational skills.
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Clear verbal and written communication skills (REQUIRED)
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Experience using Microsoft Suite (REQUIRED)
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Effective communication and teamwork abilities.
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Ability to work in a fast-paced environment and open office setting
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Ability to multitask
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Strong problem-solving and decision-making skills.
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Proactive and results-oriented approach
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Effective time management skills
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Experience in hotel reservations and or front officeA Plus:
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Effective interpersonal skills
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Strong phone skills
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Working knowledge of Hotel PMS
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Working knowledge of Sertifi
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Supervisor experienceThe position requires flexibility in scheduling, must be able to work Full-time (40 hrs.) AM/PM during the hours of 7 am-11 pm, weekends & holidays included**This position reports to the Reservations Manager and Directors as neededMust possess communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Ability to take reservations over phones.
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Ability to read computer screen and relay information to guests.
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Ability to negotiate, convince, sell and influence.
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Excellent comprehension and literacy required to read and understand computer screen, reports, etc.
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Mobility -ability to move around reservations area. No continuous standing required. No driving required.
Benefits
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Medical, dental, & vision insurance
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Eligible to participate in the Company’s 401(k) program with employer matching
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Health savings and flexible spending accounts
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Basic Life and AD&D insurance
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Employee Assistance Program
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Great discounts on Hotels, Restaurants, and much more.
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Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.
ID: 2024-23637
Position Type: Regular Full-Time
Property : Shinola Detroit
Outlet: Hotel
Category: Reservations
Address : 1400 Woodward Ave
City : Detroit
State : Michigan
EOE Protected Veterans/Disability
