Reservations Manager - The Langham, Chicago

PRIMARY OBJECTIVE OF POSITION:

Oversee the efficient operation of the Reservations department in selling of guest rooms to accommodate guest needs and maximize transient sales.

RESPONSIBILITIES AND JOB DUTIES:

• At all times strive to represent Langham in the most professional and courteous manner.
• Process and handle transient reservations, and employee reservation requests by inputting data into the reservations system.
• Interview, train and manage reservation agents for the efficient operation of the department.  Monitor performance and give feedback according to established standards.
• Oversee preparation and sending confirmation notices.
• Oversee input and download of GDS and Central Reservations System reservations into the Property Management System.
• Prepare employee schedules in accordance with demand and telephone system reports.
• Assists in the capacity of reservationist when needed.
• Initiate and prepare reports such as denials and telephone switch activity.
• Maintain an open line of communication between guests, employees, and management.
• Ensures all colleagues are trained in defect resolution skills with appropriate follow up processes in place.
• Implements and monitors all corporate marketing programs from LHG.
• Ensures that Langham’s 1865 recognition program for guests is in place and executed according to 1865/LHG standards.
• Uses Langham service tools to create a culture of empowerment for hourly colleagues to make decisions which will lead to creating great memories for our guests.

SPECIAL SKILLS REQUIRED:

• Considerable knowledge of computer systems for registration, reservations, and backup systems
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to make accurate mathematical calculations using a calculator.
• Ability to analyze complex statistical data and make judgments accordingly.
• Skill in effective delegation.
• Ability to effectively deal with guest and employee concerns in a friendly and positive manner.  This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.
• Ability to access, read and accurately input information using a moderately complex computer system to include software such as Excel, and Microsoft Word.
• Ability to communicate effectively both orally and in written form.
• Ability to sit and work in confined spaces for long periods of time.

EDUCATION REQUIRED:

College degree required. Business, Sales and Marketing or Hotel Management degree is preferred.

EXPERIENCE REQUIRED:

• Previous managerial and reservations systems experience. 
• Proficiency in a major Hotel PMS system, current/database software.

LICENSES OR CERTIFICATES:

None.

SALARY RANGE:

$58,834 - $73,542/annually

BENEFITS INCLUDED FOR FULL-TIME COLLEAGUES:

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• Paid Holidays
• Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling

EOE, Including Disability/Veterans



About Langham Hospitality Group

A wholly owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/chicago/