Assistant Reservations Manager

**Position Summary** The Assistant Reservations Manager plays a pivotal leadership role within the Reservations Department at Cliff House Maine, one of New England's premier luxury coastal resorts. This individual serves as the day-to-day operational backbone of the reservations team, supporting the Reservations & Revenue Manager in delivering an exceptional booking experience that reflects the resort's standard of elevated hospitality. The ideal candidate is an organized, solutions-driven leader with deep knowledge of Opera PMS or similar Property Management System, a passion for mentoring talent, and a guest-first mindset. **Core Responsibilities** **Team Leadership & Oversight** - Supervise, support, and motivate a team of reservation agents to ensure consistent, high-quality guest interactions. - Monitor daily team performance, providing real-time coaching, feedback, and recognition. - Serve as first point of escalation for complex guest inquiries, complaints, or booking challenges. - Foster a positive, collaborative team culture aligned with Cliff House Maine's hospitality values. - Conduct regular one-on-ones, performance reviews, and team huddles to drive engagement and accountability. **Training & Development** - Design and deliver onboarding and ongoing training programs for new and existing reservation agents. - Train team members on current and new resort packages, seasonal offers, room categories, and amenities. - Support team with structured training to maintain Cliff House and Forbes Luxury Hospitality Standards. - Ensure all agents are proficient in Opera PMS and Revinate Reservations Sales System and tools. - Manage the Revinate Reservations Sales call monitoring, call scoring, and reservation agent coaching process. - Develop training materials, SOPs, and reference guides to support agent readiness. - Identify skill gaps and create individualized development plans to elevate team capability. **Outbound Call Campaigns** - Plan, coordinate, and execute outgoing call campaigns to drive occupancy, upsells, and package sales. - Develop call scripts, talking points, and campaign goals in collaboration with the Reservations & Revenue Manager and Sales teams. - Track campaign performance metrics and report results, providing insights and recommendations for optimization. - Identify opportunities to convert inquiries, waitlists, and prior guests into confirmed bookings. - Focus on maximizing Average Daily Rate (ADR) through strategic upselling, package promotion, and room category optimization during all guest interactions and campaigns. **Reservations & Opera PMS** - Process individual, group, and VIP reservations accurately and efficiently using Opera PMS. - Demonstrate expert working knowledge of Opera PMS, including rate management, group room blocks, profiles, and reporting. - Troubleshoot Opera PMS, SynXis CRS, and Revinate issues and liaise with IT or the appropriate support teams to resolve system-related challenges. - Maintain data integrity within the PMS, ensuring all reservation records are accurate, complete, and up to date. - Generate reports and analyze booking data to support operational decision-making. **Problem Solving & Operations** - Proactively identify operational challenges within the reservations process and develop practical, guest-focused solutions. - Streamline workflows and implement process improvements to enhance team efficiency and guest satisfaction. - Collaborate cross-functionally with Front Desk, Sales, Revenue Management, and F&B teams to ensure seamless guest experiences. - Manage overbooking situations, rate discrepancies, and special requests with professionalism and urgency. - Ensure department compliance with policies, booking procedures, cancellation terms, and brand standards. **Qualifications** **Required** - Minimum 2–3 years of experience in hotel reservations, front office, or a related hospitality role. - Demonstrated leadership or supervisory experience in a hotel or r…