Reservations Manager
: Job Details :

As the Manager of Reservations, you will lead a high-performing team to deliver exceptional customer experiences and maximize revenue. You will own the day-to-day operations and strategic initiatives to drive bookings, repeat visits, and positive reviews. Working closely with the Director of Revenue Management, you will analyze data, identify opportunities, and oversee processes that optimize room sales. Key Responsibilities- Coach and develop your team to consistently exceed guest expectations through attentive, friendly service- Implement best practices for reservations, up-selling, tracking no-shows, and yield management - Oversee third-party bookings and ensure all bookings comply with company policies- Analyze reservation and transaction volumes to spot trends and adjust as needed- Handle guest issues promptly and professionally to resolve complaints within 24 hours- Perform daily audits to guarantee Standard Operating Procedures are followed properly- Review performance metrics and provide feedback to continuously improve processes - Train new hires and conduct performance evaluations to enhance skills over time- Collaborate across departments to coordinate promotions, packages, and special rates- Maintain accurate customer profiles and reservation records in the Opera system- Generate statistical reports on room availability, cancellation patterns, and other insights Required Skills and Qualifications- 2+ years of progressive reservations leadership experience in a luxury hotel or resort - Strong working knowledge of Opera PMS or similar reservation systems- Proven track record of surpassing sales targets and optimizing room yields- Expertise coaching and developing high-performing customer service teams - Strong analytical and problem-solving abilities to identify process inefficiencies- Exceptional communication, training, and relationship-building skills- Attention to detail and accuracy in all reservation transactions and documentation- Bachelor's degree in Hospitality Management, Business, or related field preferred- Must be eligible to work in the US without the need for sponsorship or work permit