Opportunity:  Reservation (Call Center) Manager

Oversee and respond to telephone, email and internet inquiries, and employ sales techniques in order to secure and process reservations for guest accommodations in accordance with established guest service and sustainability standards.

Potential Career Path

Area Director of Reservations –Revenue Management or Assistant General Manager

Essential Job Functions

• Answer the telephone and greet prospective guests in a friendly manner and respond to callers' inquiries and requests.
• Manage a Call Center for multiple hotel locations.
• Manage multiple management and regional teams.
• Assist in yield and revenue Management.
• Respond to email and internet inquiries promptly and accurately.
• Provide accurate information regarding availability, accommodations, transportation, room rates and hotel amenities.
• Assign reservations based on guest preferences and availability; provide confirmation number.
• Input and retrieve data using the computer reservation system utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
• Communicate applicable deposit and guarantee policies as requested.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when the hotel is sold out.
• Promote Hersha Hospitality and brand-specific marketing programs.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Travel for training, conferences, and meetings as needed.
• Daily, weekly and monthly reporting.
• Work as Manager on Duty as needed.
• Perform other duties as requested by management.

Position Requirements

• High school diploma or equivalent.
• Previous customer service experience preferred.
• Navis Sales System experience preferred.
• PMS knowledge and understanding preferred.
• Previous management or supervisory experience required.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

The Joule is a revitalized 1920s neo-Gothic landmark building set in the heart of Dallas’ central business district. With dramatic art installations, unique retail boutiques, a world-class spa, clever design, award-winning food and drinks and some of the best service in town, The Joule is seen as the city’s cultural epicenter. Adjacent to the Dallas Arts District and the flagship Neiman Marcus, the hotel is perfectly positioned when guests finally do venture out of the hotel’s communal embrace.