Assistant Reservations Manager

The Assistant Reservations Manager plays a pivotal leadership role within the Reservations Department at Cliff House Maine one of New Englands 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 resorts 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.

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 Maines 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 23 years of experience in hotel reservations front office or a related hospitality role.
• Demonstrated leadership or supervisory experience in a hotel or resort setting.
• Proficiency with Opera PMS or similar; Opera certification a strong plus.
• Exceptional communication and interpersonal skills with the ability to connect with guests and team members alike.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with the ability to interpret booking data and translate insights into action.
• Proficiency in Microsoft Office Suite (Word Excel Outlook).

Preferred

• Experience at a luxury or independent resort property.
• Experience with Forbes Travel Guide and Luxury Hospitality Standards.
• Familiarity with revenue management principles and channel distribution.
• Bachelors degree in Hospitality Management Business or a related field or equivalent professional experience.
• Familiarity with Revinate Reservation Sales (formerly Navis) or similar outbound sales platforms a plus.
• Familiarity with SynXis CRS or similar
• Bilingual abilities a plus.

Key Competencies

Leadership & Mentorship

Guides and inspires team growth

Problem-Solving

Creative calm and solutions-oriented

Attention to Detail

Precise organized and thorough

Guest Focus

Anticipates needs exceeds expectations

Communication

Clear professional and persuasive

Adaptability

Thrives in a dynamic seasonal environment

This role is primarily office-based within the Cliff House Maine reservations center. The Assistant Reservation Manager works standard business hours with flexibility required during peak seasons holidays and special events. Occasional evening and weekend availability may be needed.

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to handle multiple tasks simultaneously in a high-volume environment.
• Must be able to communicate clearly in person by phone and via digital platforms.

Needed Attributes

Employees must fulfill their performance standards for this position and comply with policies rules and procedures of the Hotel including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change modification and addition as deemed necessary by the Hotel. Employees are required to comply with supervisory instructions and perform other job duties responsibilities and assignments requested by supervisors managers or other Hotel Officials.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.