Franchised Operations Manager

Additional Information: This hotel is owned and operated by an independent franchisee, Vail Resorts, Inc. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

• Responsible for all day to day operations in the reservations department.  Position will oversee all processes and duties associated to Group reservations, Rooms Controller, Reservation Specialist and Intermediate Reservationist.
• Works directly with Revenue Director to balance the revenue, rooms, and guest satisfaction goals of the Vail Marriott Mountain Resort and Spa.
• Understand and practice Marriott's high standards of hospitality.
• Practice teamwork and respect toward your fellow associates and always maintain a positive attitude.
• Perform proactive, professional and aggressive hospitality and always use appropriate vocabulary. 
• Adapt at managing multiple tasks and problem solving.
• Credit letters
• Queue processing in Marsha
• Special billing requests non-group
• Check processing
• Oscar Research-Accounting-Commission-Billing
• New Hire Training-direct reports
• In-house reservation complaint resolution
• Weekly CRS shop oversight
• Proficient with MARSHA and PMS systems.
• Proficient with wholesaler and e-commerce booking and billing process.
• Strong knowledge of all positions duties that directly report to you.
• Understand the importance of the guests privacy and confidentiality at all times.
• Be able to work quickly and efficiently under pressure according to business demands.
• Customer Care Inquiries
• Credit Card Disputes
• Extranet processing- contracted wholesale
• Daily stand-up meetings
• Employee reviews-prepare-critique-deliver
• No-show/cancellation processing and disputes
• Owner condo requests
• Rooms description maintenance
• Be knowledgeable about the hotel information, local attractions, restaurant and transportation available around the hotel, as well as in house activities, in order to answer inquiries.
• Informs the front desk of changing selling strategies throughout their shift and communicate any potential challenges. 
• Acts as a liaison between other departments and communicates effectively with them.
• Retains an organized and courteous disposition under pressure and is always focused on the guests needs.
• Works closely with Central Reservations leads/trainers regarding any issues (force sell requests, cancel within policy requests, booking errors, etc.)
• Attends weekly Hotel Operations meeting (Wednesdays 2pm) and reads 14-day forecast during meeting, prepared to explain any needed items to management team
• Attends bi-monthly hotel Staff meeting (every other Wednesday after Operations)
• Attends weekly Sales Strategy Meeting (Fridays 10am), prepared with relevant data
• Works closely with Director of Revenue Management, alerting Director to any strategy concerns / inventory issues, etc.
• Reservations Manager is familiar with Long Range Forecast Document, able to navigate and make strategic decisions based on total hotel strategy
• Ability to perform all duties and tasks associated with the Reservations Specialist, Group Coordinator, and Reservations Coordinator
• Stress Tolerance Ability to maintain stable performance and positive relationships with others while under pressure or opposition
• Analytical/Critical Thinking: The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems while evaluating the consequences of alternative solution.
• Prepare 14-day Forecast for hotel each Wednesday morning before 12 Noon, upload forecast into On Demand website.
• Distribute forecast via email to all hotel managers/supervisors.
• Distribute 3-day update Friday afternoon as needed.

Qualifications:

• High School Diploma
• Bachelor's Degree (Hospitality Major Preferred)
• 1 year Front Desk Experience
• 2 years Reservations Experience (Preferred)
• 1 year Supervisory Experience
• Marriott Experience (Preferred)
• Word, Outlook, Excel, Marsha, PMS, Passkey, Oscar, OneYield, Guestware,Internet (Preferred)

This company is an equal opportunity employer.

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