JOB TITLE: Sales and Reservation Manager

DEPARTMENT: Sales and Reservations

REPORTS TO: President and CEO

Job Summary

The Sales and Reservation Manager is responsible for leading and overseeing all sales and reservation activities of the resort. This role focuses on maximizing room occupancy, increasing revenue, developing corporate and leisure accounts, strengthening client relationships, and ensuring efficient reservation operations. The position requires a balance of strategic sales planning, revenue management, customer service excellence, and team leadership to achieve the resort's business objectives.

Key Responsibilities

1. Sales and Business Development

●     Develop and implement sales strategies to increase room bookings, events, and resort revenue.

●     Identify and pursue new business opportunities, including corporate accounts, travel agencies, tour operators, government accounts, and group bookings.

●     Build and maintain strong relationships with existing and prospective clients.

●     Conduct regular sales calls, client visits, presentations, and networking activities.

●     Negotiate contracts, rates, and agreements with clients while ensuring profitability.

●     Monitor market trends, competitor activities, and customer preferences to identify growth opportunities.

●     Prepare and execute annual sales plans and revenue targets.

2. Reservation Operations Management

●     Oversee the daily operations of the reservations department.

●     Ensure all reservations are processed accurately, efficiently, and in accordance with resort policies.

●     Monitor room inventory, availability, and booking patterns to maximize

occupancy and revenue.

●     Review and manage booking channels, including direct bookings, online travel agencies, corporate accounts, and group reservations.

●     Ensure proper handling of reservation modifications, cancellations, and special requests.

●     Maintain accurate reservation records and reporting systems.

3. Revenue and Yield Management

●     Monitor occupancy forecasts and booking pace.

●     Recommend pricing strategies, promotions, and packages to maximize revenue.

●     Coordinate with management regarding room rates, discounts, and special offers.

●     Analyze reservation and sales reports to identify trends and opportunities for improvement.

●     Develop strategies to optimize booking conversions and reduce booking losses.

4. Team Leadership and Staff Development

●     Lead, supervise, train, and motivate the Sales and Reservations team.

●     Establish performance goals and monitor employee productivity.

●     Conduct regular coaching sessions and performance evaluations.

●     Prepare work schedules and ensure adequate staffing coverage during peak seasons and holidays.

●     Foster teamwork, professionalism, and excellent customer service standards.

●     Address employee concerns and performance issues promptly and professionally.

5. Guest and Client Relations

●     Ensure exceptional service is provided to all guests and clients.

●     Handle escalated guest concerns, reservation disputes, and client issues.

●     Maintain strong relationships with VIP guests, repeat clients, and key accounts.

●     Ensure personalized communication and service for loyal clientele.

●     Maintain and update a database of VIP guests and repeat clients, including preferences and special requirements.

●     Coordinate guest preferences with Front Office and Operations departments before arrival.

6. System and Process Improvement

●     Ensure the reservation management system is properly maintained and utilized.

●     Develop and implement standard operating procedures for sales and reservations.

●     Monitor reservation accuracy and system data integrity.

●     Identify opportunities for automation and process improvements.

●     Ensure compliance with company policies and service standards.

7. Coordination and Reporting

●     Collaborate closely with Front Office, Marketing, Finance, Food and Beverage, and Operations departments.

●     Participate in management meetings and contribute to business planning initiatives.

●     Prepare and submit regular sales, occupancy, revenue, and performance reports.

●     Present recommendations to management based on market analysis and operational performance.

●     Ensure timely communication of relevant information to team members and other departments.

Qualifications

●     Bachelor's Degree in Hospitality Management, Business Administration, Marketing, Tourism, or a related field.

●     Minimum of five (5) years of experience in sales, reservations, hotel/resort operations, or a related leadership role.

●     Proven experience in hospitality sales and revenue generation.

●     Strong knowledge of reservation systems, booking channels, and revenue management principles.

●     Excellent leadership, communication, negotiation, and interpersonal skills.

●     Strong analytical and problem-solving abilities.

●     Proficient in Microsoft Office applications and hotel/property management systems.

●     Ability to work flexible hours, including weekends and holidays when necessary.