Reservations Manager

Summary

The Reservations Manager is responsible for leading the Reservations team and ensuring the delivery of an exceptional and seamless booking experience for all guests. This role manages daily reservations operations, ensures accuracy across all distribution channels, and supports revenue optimisation through effective inventory and rate management.

This position is designed with a clear pathway into Revenue Management, offering the successful candidate the opportunity to develop deeper analytical, commercial, and system‑based expertise, working closely with the Director of Revenue on strategy, forecasting, and demand analysis.

The ideal candidate will be highly organised, commercially minded, service‑driven, and eager to grow into a more analytical and revenue‑focused role.

Key Responsibilities

Reservations Operations

·         Oversee and manage the day‑to‑day operations of the Reservations Department.

·         Ensure all enquiries (email, phone, OTA, GDS, corporate, TA, groups) are handled promptly and with exceptional service.

·         Maintain booking accuracy: room types, billing notes, guarantees, special requests, room allocations.

·         Ensure compliance with hotel policies regarding payment links, deposits, cancellation terms and secure card capture.

·         Work closely with Front Office and Guest Relations to ensure efficient room allocation and minimal operational challenges.

Team Leadership & Development

·         Lead, mentor, and support the Reservations team to achieve accuracy, efficiency, and service excellence.

·         Conduct training, performance reviews, and coaching sessions.

·         Foster a collaborative, supportive team environment.

Revenue & Yield Support

This role is designed to evolve into a Revenue Management pathway. Responsibilities include:

·         Working closely with the Director of Revenue on forecasting, pickup, pace, and demand analysis.

·         Supporting daily/weekly revenue routines (restrictions, inventory, pricing checks, displacement analysis).

·         Monitoring market trends and identifying revenue opportunities.

·         Driving upsell initiatives and ensuring the team maximises revenue opportunities.

System & Process Management

·         Maintain accuracy across OPERA Cloud, CRS, channel manager and third‑party integrations.

·         Ensure rate, availability and content consistency across all channels.

·         Maintain SOPs and training manuals for the department.

Guest Experience & Partner Relations

·         Handle VIP, complex and high‑value reservation requests.

·         Maintain excellent communication standards in all correspondence.

·         Build strong relationships with Sales, FOH, Concierge, Guest Relations, corporate clients and travel advisor partners.

·         Resolve escalated issues quickly and professionally.

Reporting & Administration

·         Prepare daily, weekly, and monthly reports (pickup, pace, production, segmentation, etc.).

·         Monitor no‑shows, late cancellations, and booking discrepancies.

·         Ensure strong data integrity and auditing across systems.

The ideal candidate:

·         Has 2–3 years’ experience in a hotel reservations supervisory or management role. Experience in a luxury or 5‑star property preferred.

·         Proficient in OPERA Cloud and reservation/distribution systems.

·         Experience with CRS, channel management, OTA/GDS distribution.

·         Guest‑focused with a luxury service approach.

·         Strong leadership skills with the ability to motivate and guide a team.

·         Highly organised with excellent attention to detail.

·         Strong analytical mindset with interest in revenue management.

·         Excellent communication skills, written and verbal.

·         Able to multitask and thrive in a fast‑paced luxury environment.

·         Demonstrated interest in revenue management or commercial analysis is a strong advantage.

·         Excellent written and spoken English; additional languages an asset.