Director of Reservations - The Hay Adams

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

Do you have a passion for hospitality? We are currently seeking a phenomenal leader to become our Director of Reservations for The Hay-Adams! With 5-star accommodations, including 124 refined guest rooms and 21 deluxe suites, The Hay-Adams is a luxury Downtown DC hotel unlike any other. The ideal candidate will possess an unmatched dedication to making a difference for our internal guests and our team members. As the Director of Reservations, you will be responsible for completing the following responsibilities while displaying a high degree of business acumen, analytical capability and an ability to adapt to continuous change

Position Overview: This position provides direct oversight of the Reservations Department. This position is responsible for understanding all aspects of Reservations and its systems and supports Revenue Management on a daily basis. This position is responsible for the training, adherence and execution of luxury standards within the Reservations Department.

Essential Duties & Responsibilities::
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Essential Duties & Responsibilities:
• To oversee the reservations department, to create new and maintain repeat business by offering the highest level of service.
• Hire & train Reservation Sales Agents and coach them on a regular basis. Offer assistance to Reservations Sales Agents. Review mystery shop call scores with team members. Perform annual associate reviews.
• Ensure all reservation enquiries that come to the hotel via telephone or email are processed in a timely and accurate manner to capture demand data for the hotel.
• Supervise all VIP and repeat guest reservations to ensure thorough information is obtained and then communicated to hotel operations. Compile VIP arrival list to be presented at the weekly managers’ meeting.
• Liaise with Leaders Club Ambassadors to ensure all pre-arrival and post-stay reservation information is accurate, relevant and updated.
• Oversee management of group blocks to ensure proper communication regarding booking methods, group routing, and blocking. Monitor group pickup on a daily basis and coordinate with Sales to ensure proper allocation of group inventories.
• Manage and authorize the commission reporting on a daily and weekly basis
• Work with the Director of Revenue to manage, monitor and update all Third-Party distribution channels, ensuring accuracy, positioning and inventory availability. Ensure accurate reservation system information in all distribution channels is upheld.
• Manage and monitor system interfaces to ensure all reservation channels are open and accurate
• Manage and update the CRM content as needed
• Advise Director of Sales & Marketing and Director of Revenue on all matters relating to reservations to maintain an open line of communication with the objective of achieving or exceeding budgeted revenues.
• Proactively provide data to the team for the purpose of analyzing and evaluating specific business segments, specific accounts, market segment mix, room type demand, channel production and geographical mix.
• Recognize and report trends and patterns to support selling initiatives.
• Prepare daily, weekly and monthly reports, and distribute them to the team. Host the weekly yield meeting.
• Process payroll and time off requests for the Reservations Department.
• Assist in creating the budget goals for the upcoming fiscal year.
• Handle inquiries and complaints requiring special attention or managerial authority and judgment.
• The Hay Adams Handbook, the Departmental Standard Operating Manual and our policies and procedures are part of this Job Description
• To perform other functions as required and directed

Qualifications:
To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience: Minimum of two years related experience in a reservations department; Luxury hotel experience preferred.

Supervisory Responsibilities: Responsible for the functioning of the Reservations Department, including all reservations sales agents and any Manager-in-Training personnel assigned to the department.

Language Skills: Must be fluent in the English language. Accurate listening, clarity in speaking, reading comprehension and writing ability in a professional context are required. Must be able to write routine correspondences such as confirmation letters and emails, as well as more sensitive and nuanced letters. Must possess highly developed communication skills to frequently negotiate, sell and influence other managerial personnel, hotel guests and corporate clients. Ability to read, analyze and interpret general business journals and reports. Ability to write speeches, report or letters and present information to senior management. Ability to effectively relate to hotel guests and all hotel employees who impact the responsibilities associated with this position.

Mathematical Skills: Ability to apply concepts such as fractions, statistical reference, and percentages to practical situations. Ability to calculate and analyze trends and pace. Must be able to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to conduct cost/benefit analysis to determine the viability of prospective initiatives.

Computer Skills
A working knowledge of the hotel’s property management system, Opera Cloud, is fundamental to this position. Experience and proficiency with Microsoft office programs, particularly Microsoft Excel, is required, as well as experience and proficiency in interfaces of software systems. Additionally, experience and proficiency with Revenue Software and SynXis systems or equivalents is preferred.

Reasoning Ability: Ability to cope and work efficiently in stressful, high-pressure situations and react appropriately to others. Must be able to apply common sense to carry out instructions furnished in written, oral or diagram form. Must be able to give instructions in said forms. Must be able to analyze and interpret various data and information to arrive at logical conclusions.

Physical Ability: While performing the duties of this job, the employee is regularly required to talk, hear and type. The employee is required to stand, walk and sit. Must be able to work well under pressure

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled