A Communications Manager plans and directs public relations programs that create a positive public image for an organization or business. Oversees press releases and communications with media; works with advertising and marketing staff to target advertising campaigns; manages internal communications such as newsletters or financial reports. May draft speeches or arrange interviews for company executives.
Exempt Position Summary The Reservation & Guest Communications Manager is responsible for overseeing all aspects of the Reservations and Sales departments to ensure exceptional guest service, seamless communication, and maximized revenue opportunities. The Reservation & Guest Communications Manager is responsible for ensuring reservation accuracy, driving sales conversion, maintaining communication standards, VIP's (Group, BPC & long term guests) reservations, resolving guest concerns, and creating a welcoming first impression that reflects the resort's commitment to hospitality excellence. Essential Functions Reservations Operations Direct and oversee the daily operations of the Reservations Department. (Currently Travel Outlook, 3rd party reservation) Ensure accurate processing of individual, group, package, and promotional reservations. Monitor room inventory, availability, and booking pace to maximize occupancy and revenue. Partner with Revenue Management and Front Office teams to ensure effective inventory and rate management. Implement and monitor reservation sales and upselling strategies. Review reservation accuracy, special requests, room assignments, and guest preferences. Handle escalated reservation inquiries, modifications, and guest concerns. Maintain comprehensive knowledge of room types, amenities, resort offerings, packages, and seasonal promotions. Ensure compliance with all reservation procedures, standards, and policies. Guest Experience Ensure every guest interaction reflects the resort's service culture and hospitality standards. Respond to guest concerns in a timely, professional, and solution-oriented manner. Monitor guest feedback and identify opportunities for continuous improvement. Collaborate with Front Office, Housekeeping, Sales, Catering, Revenue Management, and other departments to deliver a seamless guest experience. Support special events, high-demand periods, and operational initiatives as needed. Administrative and Financial Responsibilities Prepare and analyze daily, weekly, and monthly operational reports. Monitor departmental productivity, call volume, reservation conversion, upselling performance, and guest satisfaction metrics. Assist with labor management, payroll review, and budget planning. Maintain departmental policies, procedures, and training materials. Ensure compliance with company policies, brand standards, and safety requirements.
Technical and System Responsibilities:
Systems Configuration & Quality Assurance Conduct quality assurance reviews to ensure system changes are accurately reflected across applicable platforms. Identify configuration inconsistencies and implement corrective actions to improve system reliability and reservation accuracy. Maintain documentation of system configurations, change history, troubleshooting procedures, and validation processes. Connectivity Troubleshooting Investigate reservation transmission issues, availability discrepancies, rate inconsistencies, and synchronization failures. Maintain visibility into recurring connectivity issues and recommend process improvements. Ticket Queue Ownership Review open, aging, and escalated tickets to identify risks, ownership gaps, and required follow-up. Prioritize issues based on operational impact, guest impact, system availability, and urgency. Maintain reporting visibility into ticket volume, recurring issues, resolution times, and areas requiring additional support. Qualifications Education & Experience Associate's degree or Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field preferred. Minimum three years of hospitality, resort, hotel reservations, call center, or guest services experience. Minimum two years of supervisory or management experience. Experience with hotel property management and reservation systems preferred. Resort experience strongly preferred. Knowledge, Skills, and Abilities Strong leadership, coaching, and team-building abilities. Excellent communication and interpersonal skills. Proven ability to deliver exceptional guest service and resolve complex issues. Knowledge of hospitality sales techniques and revenue optimization practices. Strong organizational skills with the ability to manage multiple priorities. Ability to analyze operational performance metrics and implement improvements. Proficiency in Microsoft Office applications and hospitality technology platforms. Ability to work a flexible schedule, including weekends, holidays, and evenings as business needs require. Other duties as assigned
Pay:
$70,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Paid time off Vision insurance
