Group Reservations Manager

Group Reservations Manager

Ocean House Collection

Group Reservation Manager

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties. 

The Ocean House is a Forbes 5-Star property featuring 49 luxury guest rooms, 20 signature suites.  The Cottage Collection includes 10 privately owned vacation homes.  The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences. 

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with innovative technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The Group Reservations Manager oversees the process for all group rooms for the Ocean House Collection, ensuring exceptional guest experience in accordance with all Company standards, including Forbes Travel Guide 5-Star performance expectations.

Key Relationships

Internal: This position reports to the Group Director of Sales & Marketing and works collaboratively with other Reservation Managers and the in-house and remote reservations team..

Key Responsibilities

• Managed all reservation aspects for group bookings, including rooming lists, client communication, and coordination with meeting planners and Conference services managers.
• Audited group blocks, rates, and concessions against contracts using Maestro and Tripleseat to ensure accuracy and compliance.
• Monitored group pickup, inventory, cut-off dates, and room availability to maximize revenue and guest satisfaction.
• Processed group reservations, deposits, billing setup, and VIP/complimentary room allocations with a high level of accuracy.
• Tracks no-show reservations and processes attrition as needed.
• Created and managed booking links across multiple properties, ensuring smooth reservation processes and accurate inventory management.
• Collaborated cross-functionally to adjust room blocks, manage rate changes, and support group-related operational needs.
• Train Reservations and Front Office on Maestro Group module.

• Maintain communications with Catering, Sales, and Finance regarding group blocks.
• Responds to incoming reservations sales opportunities for the property that are outside parameters of the Reservation teams knowledge.
• Handles guest complaints and disputes following the instant pacification procedures.
• Participate in meetings including but not limited to Resume, Pre-Con, Post-Con, Revenue Meeting.
• Takes calls as needed including but not limited to leisure reservations, dining reservations, activity reservations.
• Manages the creation and setup of packages, promotions, rate codes.
• Monthly reporting/analytics, Nextiva, KPI’s, Goggle Commissions.
• Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company’s sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge, Skills, Experience, Education and Qualifications

• Skill in organizing resources and establishing priorities
• Ability to handle multiple, simultaneous tasks and projects effectively and efficiently
• Ability to supervise and train staff, to include organizing, prioritizing, and scheduling work assignments
• Staff development and performance management skills
• Knowledge of office management principles and procedures
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to communicate with all departments and continuously perform essential job functions
• Be willing to learn and grown professionally; accepts and supports change to policies and procedures as needed
• Ability to perform job functions with attention to detail, speed and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area
• Ability to remain calm and resolve problems using good judgement as interpreted by the management
• Follow directions
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest/employee information and pertinent hotel data
• 1-year previous luxury hotel operations experience preferred
• College degree or equivalent work experience
• Minimum 2 to 5 years of supervisor or management experience as Group Reservation or Reservations Manager.    
• Must have experience managing and developing staff. 
• Experience in a five-star environment is preferred.

Physical Requirements:

• Ability to sit, stand and walk for extended periods.
• Must be able to lift and/or move up to 25 pounds.
• Comfortable in a variety of environments, including kitchens, dining rooms, and outdoor venues.
• Close visual acuity for tasks such as data analysis, computer work, reading, and detailed inspection.

Acknowledgment

I certify that I have read and understood the job description, including the physical requirements, and confirm that I am physically able to perform the essential duties as outlined. I acknowledge that this job description is not exhaustive and may be amended at any time.

Employee Signature: _________________________    Date: _____________

All your information will be kept confidential according to EEO guidelines.