Reservations Manager

The DoubleTree by Hilton Miami Airport Convention Center  is seeking an experienced Reservations Manager to join our team.  This position is 100% on-site, no remote work. 

The DoubleTree by Hilton Hotel Miami Airport Convention Center is conveniently situated just south of Miami International Airport off the Dolphin Expressway adjacent to the Blue Lagoon Business District. The hotel features 334 guestrooms, onsite dining, fitness room, outdoor pool, business center, complimentary High-Speed Internet Access, 24,000 square feet of retail space, 20,000 Square feet of Hotel Meeting and Function Space and a Convention Center with 152,000 square feet of meeting, event and exhibit space.

This position will be an exempt position starting at $60,000 - $70,000 and will report to the Director of Sales & Marketing.

The Reservations Manager is responsible for providing cross-functional support for Sales, Revenue and Accounting. He/She ensures the alignment and operational efficiency across the departments. Creates and audits rate plans, reservations and guests packages.

This position serves as a key liaison between the Sales Department, clients, and hotel operating departments, ensuring that all group requirements are communicated accurately and executed efficiently. The ideal candidate is highly organized, detail-oriented, proactive, and capable of managing multiple group accounts in a fast-paced hotel and convention environment.

Job Responsibilities: 

Essential functions include but are not limited to:

Group Reservations and Room Block Management

• Manage group room blocks, rooming lists, reservation updates, pickup reports, and inventory adjustments.
• Enter, review, and maintain group reservations in the hotel's property management and reservation systems.
• Monitor group room block pickup, cutoff dates, reservation deadlines, and rooming list submissions.
• Coordinate rooming list uploads, individual reservation changes, cancellations, and special requests.
• Assist with group arrival reports, VIP lists, amenity requests, and pre-arrival planning.
• Communicate and address all room block discrepancies, inventory concerns, and transient reservation issues.
• Ensure group, airline, transient rates, booking instructions, and reservation details are accurately communicated to clients and attendees.

• Provide administrative support to the Director of Sales and Sales Managers throughout the group sales process.
• Assist with the preparation of proposals, contracts, resumes, correspondence, reports, and other sales documentation as assigned.
• Maintain accurate account information, booking details, and client records in the hotel's sales systems.
• Assist with lead distribution, follow-up tracking, and maintaining accurate sales files.
• Support the preparation of group resumes, detailing arrival and departure dates, room blocks, billing instructions, VIP requirements, and special arrangements.
• Follow up on outstanding rooming lists, deposits, signed documents, and other required group information.
• Help ensure timely and professional responses to client inquiries and internal requests.
• Maintain accurate group reservations, room blocks, rooming lists, and account documentation.
• Complete assigned tasks and follow-ups within established deadlines.
• Ensure group information is distributed to the appropriate departments in a timely manner.
• Provide professional, responsive, and solutions-oriented client service.
• Proactively communicate discrepancies, risks, and outstanding requirements to the Sales team.
• Support the department's overall goals for group revenue, client satisfaction, operational efficiency, and repeat business.

Client Communication and Coordination

• Serve as a primary administrative contact for assigned group accounts and all reservation-related inquiries.
• Communicate professionally with meeting planners, corporate clients, travel coordinators, and other group contacts.
• Provide accurate information regarding group reservations, booking procedures, room types, rates, and reservation deadlines.
• Proactively identify and resolve discrepancies before group arrival.
• Escalate complex requests, contractual questions, billing concerns, and service issues to revenue management and sales leader.

• Coordinate with Front Office, Reservations, Revenue Management, Accounting, Housekeeping, Banquets, and other departments to ensure group requirements are communicated and executed.
• Distribute group information and arrival details to the appropriate departments within established timelines.
• Assist with VIP arrangements, special accommodations, billing instructions, and group-specific operational needs.
• Participate in pre-convention meetings, turnover meetings, and other group planning discussions as required.
• Help ensure group information is accurate, complete, and accessible to the relevant operating teams.

Systems, Reporting, and Organization

• Maintain accurate and timely records in the hotel's property management system, sales and catering system, and other designated platforms.
• Prepare group pickup, rooming list, inventory, and reservation status reports as requested.
• Monitor deadlines and maintain organized files for all assigned groups.
• Follow established hotel procedures for data entry, document retention, confidentiality, and communication.
• Identify opportunities to improve administrative processes, accuracy, and departmental efficiency.

 Qualifications/ Skills:

• Knowledge of Sales & Catering management system Delphi
• Ability to remain stationary at assigned post for extended periods of time.
• Ability to be mobile/walk for lengths at a time.
• Work exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to input and access data on a computer.
• Ability to promote positive relations with all telephone callers.
• Ability to ascertain callers' needs and comply with such to ensure caller's satisfaction.
• Ability to be a clear thinker who can remain calm in pressure situations.
• Ability to focus attention on details, be well organized and follow up.
• Ability to maintain confidentiality of guest information and designated hotel data.
• Ability to work with minimal supervision.
• Ability to work cohesively with other departments as part of a team.
• Some college or business school training. High school graduate.
• 3-4 years previous experience in Hospitality industry.
• Previous experience in a Hotel Managerial role (Reservations Manager, Front Desk Manager) is a preferred.
• Ability to clearly communicate with proper grammar in English with guests/visitors and hotel personnel to their understanding.
• Spanish as a second language a plus.
• Ability to provide legible communication.
• Ability to compute basic mathematical calculations.
• Knowledge of Windows, Word/Excel.

The DoubleTree by Hilton Miami Airport Convention Center offers Medical, Dental, Vision, a 401k plan, Hilton travel benefits, free lunch, and parking.

The DoubleTree by Hilton Miami Airport Convention Center is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. M/F/V/D