Group Services Manager
Core
Leading daily operations of group reservations and Delphi Administration for a luxury hotel brand, ensuring efficiency, accuracy, and customer experience across remote teams and hotel partners.
Role type
Senior Group Services Manager (Reservations & Systems Administration)
Builds
Group reservation workflows and Delphi system administration processes for Loews Hotels & Co
Domain
Hospitality / Hotel Operations / Revenue Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Delphi system administration, Opera PMS proficiency, team leadership, operational analysis, performance reporting, change management, cost control, stakeholder relationship management, process improvement, data integrity management
Preferred skills
Supervisory experience in hospitality, sales, reservations, or customer service operations, Microsoft Excel proficiency, Microsoft Office proficiency
Technologies
Delphi, Opera PMS, Microsoft Excel, Microsoft Office
Responsibilities
Provide direct leadership, hiring, coaching, and performance management for remote Group Reservation Coordinators and Delphi Systems Analysts; Monitor and oversee end-to-end group reservations process to meet service level goals; Manage Delphi system administration, maintenance, reporting, and compliance through audits and month-end processing; Maintain control environment by ensuring adherence to procedures and implementing corrective actions; Deliver training, performance reviews, and development plans; Lead change management efforts regarding systems and processes; Collaborate with CEC teams, hotel properties, and cross-functional partners; Serve as primary escalation point and subject matter expert for group reservations; Control departmental costs through labor management and productivity monitoring; Participate in departmental leadership coverage and operational support as needed
Seniority
Senior, hands-on IC with team leadership