Reservations Manager

Andaz Maui at Wailea is the first resort for the Andaz brand. Situated on Maui’s premier southwestern coastline, the 15-acre beachfront resort is located along Mokapu Beach in Wailea, one of the most sought after leisure and resort destinations in the world. The luxury resort community of Wailea includes a 1.2 mile-long oceanfront beach path connecting five crescent-shaped, golden-sand beaches, a premier shopping center and distinguished restaurants.

The Reservations Manager will oversee the operations of the Guest Services Center (GSC), which plays a central role in the resort's success by managing various guest service functions. The GSC encompasses:

• Reservations
• Telecommunications
• Spa appointments
• On- and off-site activities coordination
• Restaurant reservations
• Dispatching and communication of guest requests to the appropriate hotel departments

This role ensures all guest interactions through the GSC are handled professionally and efficiently, contributing to overall guest satisfaction and revenue optimization.

Responsibilities include but are not limited to:

• Team Leadership & Operations:
  • Lead the daily operations of the GSC team, ensuring adherence to service standards.
  • Provide support and training to team members on property management systems, telecommunications software, and reservation processes.
  • Monitor team performance, offering coaching and feedback to maintain excellence in service delivery.
• Systems & Inventory Management:
  • Monitor and maintain the hotel reservations system, ensuring accuracy in inventory, rates, and packages.
  • Collaborate with the Revenue Management team to manage hotel inventory and implement strategies to optimize revenue.
  • Support forecasting efforts and assist in implementing revenue management strategies.
• Guest Experience:
  • Ensure prompt and professional handling of all guest calls and requests.
  • Coordinate communication for VIP arrivals, special requests, daily activities, and in-room dining (IRD).
  • Support activity partners and other departments in guest-related communications.
• Collaboration & Reporting:
  • Partner with the Director of Rooms and Director of Revenue to align on objectives and strategies.
  • Maintain clear and effective communication with all departments to ensure seamless operations.

Hyatt has redefined the hotel experience that reflects the Hindi meaning of "Andaz, personal style". Local inspirations, simplified luxuries, uncompromised service and leading edge design all create the Andaz concept which is growing worldwide.

Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

This is not your typical career opportunity. This is the Hyatt Touch.

The salary range for this position starts at $72,000. Decisions regarding individual salaries commensurate with experience and qualifications.

Hyatt Hotels Corporation is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

This role will be eligible for the following benefits, after meeting initial eligibility times:

• Health, Dental, Vision,
• 401K Retirement Savings Plan and Company Match
• Employee Stock Purchase Plan
• Paid time off and 7 Observed Holidays
• Discounted rooms at any participating Hyatt location upon hire
• Up to 12 complimentary rooms at any participating Hyatt location after 90 days of employment

When applying for a position working at a Hyatt hotel, you are pursuing an opportunity to join a culture built on caring and attentive colleague who have a passion for providing efficient service and creating meaningful experiences. Our values are the guiding principles for our success, giving us the opportunity to open over 1,350 properties worldwide.

• Previous hotel front office experience required
• 2+ years of hotel reservations experience
• Knowledge of Hyatt reservation systems and procedures preferred
• Experience in forecasting and revenue management
• Extensive background in customer service
• Refined verbal and written communication skills
• Proficient in general computer systems and hotel management software
• Strong organizational skills and attention to detail
• Ability to work efficiently in a fast-paced environment while maintaining a focus on guest satisfaction
• A true desire to meet the needs of others while balancing operational and revenue objectives