Corporate Reservations Manager

Why us?

Sage Hospitality Group is set to hire a Corporate Reservations Manager to join us.

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Job Overview

To own the performance and administration of Sage’s centralized reservations and distribution channels. This position manages the third party reservations call center, serves as chain level administrator for the central reservation system, and is accountable for measurable growth in direct booking contribution across the managed portfolio.The position also serves as the operational partner to the Corporate Director of Distribution, taking day to day system administration and vendor management so that senior focus can shift to channel strategy. Success is measured both inhotel level performance and in the cost efficiency this role delivers back to Sage.

Responsibilities

Reservations and Call Center Operations• Manage the day to day performance of Sage’s third party reservations call center against service level agreements, conversion targets, and quality standards.• Serve as the primary liaison to the call center vendor on service issues, scripting, escalations, and brand standards.• Monitor call quality, deliver performance feedback, and coordinate training protocols as needed.• Produce and analyze call center reporting and booking forecasts to improve conversion, guest experience, and forecast accuracy.• Conduct monthly billing audits and submit property level billing in conjunction with the corporate accounting team.• Evaluate the long term role of the voice channel as call volumes shift, and recommend how the reservations service should evolve to keep delivering value to participating hotels.
Central Reservation System Administration• Serve as chain level administrator for the SynXis central reservation system, owning configuration standards, user access, permissions, security roles, and template governance.• Publish and enforce a prescribed rate plan standard with a single naming convention portfolio wide, so a promotion is built once rather than hotel by hotel.• Lead product simplification across the Independent Collection, consolidating room types, packages, and policies into a clean and comparable set.• Own booking engine configuration, merchandising, and change deployment, reducing dependency on vendor lead times and third party ticketing.• Lead central reservation system onboarding for new management agreements, including data mapping, connectivity testing, parity validation, and go live support.• Conduct recurring configuration, content, and rate parity audits, document findings, and drive remediation with property and corporate teams.• Maintain system documentation, standard operating procedures, and training materials, and deliver training to property and corporate users.
Direct Channel Performance• Establish and maintain a direct booking contribution baseline by hotel, and report performance against it on a recurring basis.• Merchandise the direct offer across the portfolio, including promotions, packages, and member rates, deployed at portfolio scale rather than property by property.• Partner with digital marketing on the direct booking path, including rate presentation, content accuracy, and conversion performance.• Translate channel performance into terms an owner recognizes, including effect on cost of acquisition, franchise fee exposure, and gross operating profit.• Support connectivity and content across third party channels, including troubleshooting availability, rate, and inventory distribution.
Operational Support to the Distribution Function• Assume recurring system administration, access management, and vendor coordination currently held at the Corporate Director level.• Serve as an escalation point for property level reservations and distribution issues, resolving directly wherever possible.• Provide project level direction to Revenue Analysts on distribution and system initiatives, in coordination with their manager.• Maintain the service record that ties delivery to property billing, so any hotel charged can be shown what it received.
Efficiency, Automation, and Cost Management• Document and standardize recurring production, then apply Sage’s enterprise tools, including SageGPT and BoxAI, to reduce manual effort where it is appropriate to do so.• Maintain clear human review points so that accountability for any output reaching a hotel remains with a named person.• Support vendor contract renewals and negotiations, and track realized savings against prior terms.• Identify duplicated licenses, dormant subscriptions, and redundant reporting across commercial platforms, and recommend consolidation.• Quantify the cost impact of distribution initiatives in terms of both hotel expense and Sage overhead.
OTHER RESPONSIBILITIES• All other duties as assigned, requested, or deemed necessary by management.
SUPERVISORY DUTIESThis position does not carry direct reports at this time. It provides project level direction to Revenue Analysts on distribution and system initiatives, and manages third party vendor relationships on Sage’s behalf. Direct supervisoryresponsibility may be added as the function develops.
PERFORMANCE MEASURES• Direct booking contribution by hotel, measured against the established baseline.• Call center service level attainment, conversion performance, and billing audit accuracy.• Completion of chain level central reservation system milestones on schedule.• Rate plan and product conformance across the Independent Collection.• Documented cost savings and efficiency gains delivered to Sage.• Retention and satisfaction of hotels participating in the reservations and analyst programs.

Qualifications

Education / Formal Training• High School diploma required. Four year degree in Hospitality, Business, Analytics, or a related field preferred.
Experience• A minimum of three years of experience in hotel revenue management, reservations, or distribution operations. Above property or multi property experience strongly preferred.• Hands on experience administering a central reservation system. Chain, cluster, or multi property administration preferred.• Experience managing vendors, outsourced services, or third party partners preferred.• Background supporting both independent and branded operations (Hilton, Marriott, IHG, Hyatt, or similar) strongly preferred.• Internal candidates with demonstrated system depth and a track record of taking on scope beyond their role are encouraged to apply.
Knowledge / Skills• Strong working knowledge of the SynXis central reservation system, including booking engine configuration and merchandising. Chain level administration experience preferred.• Understanding of global distribution system, online travel agency, wholesale, and metasearch connectivity, and how channel mix affects cost of acquisition.• Advanced Microsoft Excel skills, including formulas, pivot tables, and the ability to audit and reconcile data across systems.• Working familiarity with revenue management systems, property management systems, and business intelligence platforms such as Lighthouse, Demand360, Agency360, and STR.• Practical comfort with enterprise artificial intelligence tools, including the willingness to test, document, and improve automated workflows.• Ability to build, document, and enforce process, including creation and accountability via audits of systems.• Excellent written and verbal communication, including the ability to present performance to property leadership and ownership audiences.• Collaborative and persuasive, capable of driving alignment across sales, marketing, revenue management, operations, and technology partners.
Physical Demands• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.• Sitting 85%, Walking 5%, Standing 5%, bending, kneeling, lifting, climbing 5%.• Travel of 10% to 20% to hotel properties and industry events required.
EnvironmentProlonged sitting throughout entire shift at computerized workstation in office or remote office environment.

Benefits

• Eligible to participate in Sage bonus plan

• Unlimited paid time off

• Medical, dental, & vision insurance

• Eligible to participate in the Company’s 401(k) program with employer matching

• Health savings and flexible spending accounts

• Basic Life and AD&D insurance

• Company-paid short-term disability

• Paid FMLA leave for up to a period of 12 weeks

• Employee Assistance Program

• Great discounts on Hotels, Restaurants, and much more.

• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

** The application period will be open for approximately 30 days or until a suitable candidate is identified. We encourage qualified individuals to submit their applications within this timeframe.

Salary

USD $90,000.00 - USD $100,000.00 /Yr.