Company Overview

The Hotel is comprised of 192 rooms and enjoys beautiful, unobstructed panoramic views; being next to two parks, many of our rooms have unobstructed ocean, city, and mountain views. We are the #10 ranked hotel on TripAdvisor in Honolulu.

Our goals are less inward focused (not pretentious) and more outwardly focused on our guest experience. Our hotels will be known for its design tied to the elements of our nature – wood, water, plants and flowers; and the spirit of love and aloha, and through accentuating the local culture. We strive to be an advocate of our guests’ busy lifestyle by offering comfortable accommodations with the finest in dining, entertainment and service to the in-the-know travelers.

The ownership’s goals are to use this Hotel as the foundation for expansion into additional properties. It takes passionate, dynamic & talented people to bring our vision to life. If this resonates with you, we look forward to receiving your application.

Reports to

DOSM/DORM/Reservations Manager.

Summary

Handle customer calls inquiries pertaining to room reservations, with a focus on distribution, revenue maximisation and quality.

Key Responsibilities

Performance

• Understand the key principles of Pricing Strategies and Revenue Management: Retail, Corporate, Leisure, Group, Other; Rate Restrictions, hurdles, and availabilities.
• Understand the key principles of Sales Programs (Corporate & Wholesale Program)
• Maximize rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques.
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel.
• Be fluent on all hotel products and services.
• Handle emails pertaining to rooms reservations.
• Be fully conversant with all market segments and rate plans used across all distribution channels.
• Be flexible in sales technique through offering the right product to the right customer at the right time.
• Review the Extranet Res Booked Report daily, as well as arrival reports for the short term, to ensure guest satisfaction and reservation accuracy.
• Handle customer queries and complaints relating to Rooms Reservations
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.

Implementation and Standards

• Responsible for effective implementation and compliance with HLC Reservation Standards
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation.
• Merge profiles as necessary.
• Create hierarchies/relationships between Corporate Accounts
• Ensure reservations meet the property and standards in terms of accuracy of data and guest satisfaction.
• Complete understanding and effective execution of current and new RM tools. Includes Opera Cloud PMS/Siteminder/Synxis
• Be involved in all property PMS Conversion
• Ensure accurate and timely entry of rate plans.
• Complete understand and effective use of the Hotel’s telephone system.
• Maintain the Reservation correspondence.

Communication

• Liaise daily with the Reservations and or Revenue Management leader regarding business on the books and the strategy for the day.
• Convey customer feedback to assist the Revenue Management and Sales Teams in pricing and sales strategies.
• Answering reviews and responding from all channels (OTA, Opaque, Direct, etc) multiple channels.
• Champion the PMS functionalities as they pertain to Reservation Sales, identifying and communication bugs/enhancements to the Reservations Manager
• Share best practices with Reservations and or Revenue Management leader.
• Be eloquent and fluent in the local language plus English, both verbally and in writing
• Generate professional and accurate confirmations and other guest correspondence.
• Handle guest complains with patience and understanding.

Key Meetings

• Attend daily Revenue meeting as required.
• Attend daily Sales /Events meeting as required.
• Attend and participate in the monthly Revenue/Reservations Meeting

People Development

• Support Reservations Manager with the training of new, existing, and cross-training employees.

Skills/Competencies Required

To fill this position the candidate must have a sale orientated personality, being able to converse with a wide range of experienced and inexperienced customers, in both the local language and in English. They must also:

• Quickly grasp the principles of Revenue Management, and easily adapt to the constantly changing environment.
• Learn new technology with ease.
• Be detailed orientated and take pride in transferring this focus on details to their work in the PMS and all guest correspondence.
• Able to take a customer focused decision by themselves, whilst remaining cognizant of all sales and revenue management principles
• Display passion for our customers, and enthusiasm for the job.
• Must possess strong computer skills, including Microsoft Office, (Excel/PowerPoint/Word) Opera Cloud PMS/Siteminder/Synxis*.

* Where applicable

Job Types: Full-time

Salary: $50,000-60,000 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Holidays
• Monday to Friday
• On call
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Weekends as needed

Work Location: In person