Reservations Manager | Permanent WFH

As a Reservations Manager at BizForce, you'll oversee the entire reservations process, ensuring accurate bookings and payment collections while providing excellent guest communication. You'll also handle problem-solving and conflict resolution to enhance guest experiences, monitor reservation processes, and work collaboratively with property managers and onsite teams. This role requires knowledge of property management software, particularly Guesty.

To thrive as a Reservations Manager at BizForce, candidates should possess prior experience in property management or hospitality management. Strong problem-solving skills, conflict resolution experience, and proficiency in Guesty are essential. Additionally, effective communication and organizational abilities are paramount to ensure smooth operations in this dynamic role.

BizForce supports its Reservations Managers by offering a thriving company culture with complete autonomy, specialized training programs, and a range of benefits including leave credits, monetary allowances, and competitive salaries. The company values employee well-being and growth, ensuring that all team members can achieve their potential while working remotely.

A Reservations Manager at BizForce will primarily utilize Guesty as the property management software to manage reservations and guest information. Familiarity with other tools like Square and Excel is beneficial, as these will help streamline operations and financial reporting while improving communication and efficiency.

Working as a Reservations Manager at BizForce is unique due to the combination of a fully remote working arrangement with a strong emphasis on technological utilization, autonomy in decision-making, and a commitment to employee skill development. The company partners with leading Architectural and Engineering firms, providing a stimulating work environment that allows team members to grow their careers effectively.

When faced with a double booking, I would first calmly assess the situation by gathering all relevant information. Then I would communicate transparently with the guests involved, offering suitable alternatives or compensation if needed. My priority would be ensuring a positive guest experience while minimizing disruption.

To effectively manage multiple reservations, I use a combination of property management software and digital tools like spreadsheets. I prioritize tasks based on urgency and maintain a checklist to ensure nothing slips through the cracks. Regular communication with my team also helps keep everything on track.

I believe in continually assessing workflows and soliciting feedback from team members. By analyzing data on booking patterns and guest feedback, I can pinpoint areas for improvement. I also advocate for ongoing training to ensure the team is up-to-date with best practices in reservations management.

Excellent communication begins with prompt responses to inquiries and proactive outreach regarding reservation confirmations, check-in instructions, and any special requests. I ensure that guests are well-informed and feel valued throughout the entire reservation process.

Technology plays a crucial role in streamlining the reservations process, allowing me to manage bookings, track payments, and maintain organized guest information efficiently. Software like Guesty enables me to focus more on customer satisfaction and less on administrative tasks.

I once encountered a situation where a guest was unhappy due to an unexpected room change. I listened to their concerns without interruption, empathized with their situation, and provided a suitable upgrade along with a complimentary stay. This resolved the issue and resulted in positive feedback from the guest.

In a fast-paced environment, I use the Eisenhower Matrix to prioritize tasks based on their urgency and importance. I tackle urgent tasks first but remain flexible to adapt to any immediate issues. Consistent communication with my team is also key to ensure that we're all on the same page.

While multiple skills are essential, I consider strong problem-solving capabilities to be the most critical. A Reservations Manager must address issues quickly and effectively while maintaining a positive experience for all guests and stakeholders involved.

I would analyze guest feedback for trends and common themes, identifying specific areas for improvement. By collaborating with my team to implement changes based on this feedback, I can enhance the operation and ensure that guests feel heard and valued.

I am highly motivated by the prospect of positively impacting guests' experiences. Knowing that my efforts directly contribute to their satisfaction and the overall success of the property keeps me passionate about my role and striving for excellence.