Set against the vibrant backdrop of Waikiki, this Reservations Operations Manager role supports a property within the Tapestry Collection by Hilton. You will oversee reservation administration, group bookings, inquiries, deposits, and payment processing, while guaranteeing accuracy and a high standard of pre-arrival guest service, coordinating with Sales, Revenue Management, Front Office, and Accounting to meet occupancy goals.
Overview
The Reservations Operations Manager guides all pre-arrival reservation activities, including group room blocks, rooming lists, and individual group reservations, while managing inquiries, deposits, and payment processing. This role also covers travel agent commission auditing and data integrity, with close coordination to a third-party call center and internal teams to support occupancy targets.
Key Responsibilities
- Maintain a warm and friendly demeanor at all times and engage guests with courtesy and attentiveness.
- Communicate clearly, both verbally and in writing, with employees at all levels and with guests in a service-oriented, courteous manner.
- Listen actively to concerns from staff and guests, understanding and clarifying issues as needed.
- Multitask effectively and prioritize departmental functions to meet deadlines.
- Engage with guests and colleagues in an attentive, friendly, and service-driven manner.
- Attend mandatory meetings and trainings; maintain regular attendance in compliance with Highgate Hotel standards.
- Adopt a professional appearance and grooming standard, with dress code compliance and a nametag.
- Adhere to Highgate Hotel standards and regulations to promote safe and efficient hotel operations.
- Identify productivity gaps, push for improvements, and assist in implementing solutions.
- Able to anticipate, prevent, identify, and resolve issues as they arise.
- Understand and apply complex information from multiple sources to meet objectives; cross-train in related areas and maintain confidentiality.
- Show initiative by anticipating guest or operational needs and perform other duties as assigned by management.
Qualifications & Experience
- Associate’s or Bachelor’s Degree preferred; minimum 2-3 years of hotel reservations, front office, revenue, sales administration, or related hospitality experience.
- Experience with hotel PMS systems, preferably OPERA Cloud; proficient in Microsoft Office Suite (Excel, Word, Outlook).
- Strong organizational, administrative, and analytical skills.
- Flexible schedule with long hours sometimes required; comfortable with extended computer/desk work; light physical activity including lifting up to 20 pounds.
- Ability to create, modify, and maintain group room blocks, rooming lists, and individual group reservations; review reservation accuracy and conduct routine audits to ensure data integrity.
- Maintain reservation accuracy and inventory controls; coordinate with Sales on rooming lists, pickup reports, and group requirements; utilize OPERA and OTA extranets and other reservation systems.
Technologies & Systems
- OPERA Cloud
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- OPERA
- OTA extranets
- Commission platforms
- Reservation systems
- Microsoft Office Suite
Compensation & Location
Salary: USD 60,000 - 65,000 per year
Location: Honolulu, HI onsite at The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton, a property that offers 311 spacious guest rooms.
