Reservations Manager

# Reservations Manager

As the beginning of every remarkable guest journey, you will lead the Reservations team in delivering warm, personalised, and efficient service, ensuring every guest feels valued from their very first interaction. As Reservations Manager, you will oversee all reservation activities, drive revenue opportunities, optimise room inventory, and create seamless booking experiences that set the stage for an exceptional stay.

This position is also envisioned to evolve into a Cluster Reservations Management role in the future, in line with the opening of our second hotel.

## What you will be doing:

• Oversee the daily operations of the Reservations Department, ensuring all enquiries and bookings are handled efficiently and professionally.

• Provide direct support to the Director of Revenue in implementing revenue management strategies and achieving overall business objectives.

• Monitor room rates, inventory, occupancy, booking pace, pickup, and market demand to maximise room revenue and identify opportunities for growth.

• Prepare and analyse daily, weekly, and monthly reservations reports, forecasts, and performance updates to support informed business decisions.

• Ensure accurate management of reservations across all distribution channels, including the hotel's website, OTAs, GDS, and other booking platforms.

• Assist with rate loading, availability, restrictions, and inventory control across all systems.

• Work closely with the Revenue Management, Sales, Front Office, and Marketing teams to optimise business performance and enhance the guest experience.

• Monitor reservation conversion, upselling opportunities, and departmental performance against established targets.

• Develop and implement reservations procedures and standards to ensure operational efficiency and consistency.

• Handle escalated guest enquiries, booking amendments, cancellations, and special requests professionally.

• Lead, coach, and develop the Reservations team, fostering a culture of accountability, teamwork, and service excellence.

• Ensure compliance with hotel policies, brand standards, and established service procedures.

• In line with the opening of the second hotel, take on future cluster responsibilities, supporting the Director of Revenue in overseeing reservations operations across both properties.

• Support the development and implementation of cluster-wide revenue and reservations strategies, ensuring alignment in pricing, inventory management, and distribution.

• Establish and standardise reservations procedures, systems, and service delivery standards across both properties.

• Coordinate room inventory, rates, and distribution strategies to maximise revenue opportunities across the hotel cluster.

• Support the recruitment, onboarding, training, and development of Reservations teams for the new property.

• Play an active role in the pre-opening preparations, ensuring a seamless transition and successful implementation of reservations operations at the second hotel.

## Qualifications

Your experience and skills include:

• Bachelor's degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.

• Minimum 3–5 years of experience in hotel reservations, with at least 1–2 years in a supervisory or managerial position.

• Previous experience in a luxury or upscale hotel environment is preferred.

• Proven experience in using OPERA PMS, with a strong understanding of Central Reservation Systems (CRS) and online distribution channels.

• Good understanding of revenue management principles, forecasting, pricing strategies, and inventory management.

• Strong analytical, organisational, communication, and leadership skills.

• Ability to manage multiple priorities and work effectively in a fast-paced hospitality environment.

• Experience in pre-opening operations or cluster hotel environments would be an advantage.