Reservations Manager

Roles and responsibilities

The Reservations Manager is responsible for overseeing all reservation operations within the hotel to maximize occupancy and revenue while maintaining the highest standards of guest satisfaction. This role involves leading the reservations team, managing room inventory, implementing pricing strategies, and ensuring exceptional service in alignment with the hotel’s luxury standard

Specifically, as a Reservations Manager, you will perform the following tasks to the highest standards:

• Oversee all hotel reservations, including direct bookings, third-party platforms, corporate accounts, and group bookings.
• Assist the Director of Revenue in developing sales strategies, preparing forecasts, and setting room rate structures.
• Monitor room inventory to optimize occupancy rates and revenue yield, aligning with the hotel's revenue strategy.
• Collaborate with the revenue and sales teams to implement dynamic pricing strategies based on market trends, seasonality, and occupancy forecasts.
• Ensure exceptional service throughout the reservation process, upholding the hotel’s luxury standards.
• Manage VIP bookings, special requests, and personalized preferences to enhance the guest experience.
• Address guest inquiries, complaints, and feedback efficiently, resolving issues to ensure guest satisfaction.
• Manage, train, and motivate the reservations team, fostering a culture of excellence and accountability.
• Conduct regular training sessions on reservation protocols, guest handling, and system usage to enhance team performance.
• Monitor team performance, provide coaching, and manage scheduling to ensure consistent coverage and quality.
• Analyze booking trends, occupancy levels, and market conditions to make data-driven decisions.
• Prepare and present daily, weekly, and monthly reservation reports for management, providing insights on trends, challenges, and opportunities.
• Maintain and update the hotel’s Property Management System (PMS) and Central Reservations System (CRS) with accurate data.
• Monitor and ensure rate parity across all distribution channels.
• Train the reservations team on upselling techniques and ensure they are equipped with the necessary tools to maximize revenue while enhancing guest experiences.
• Ensure Team Members have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties
• Manage Team Members performance in compliance with company policies and procedure.
• Recruit, manage, train and develop the Revenue Team

Desired candidate profile

A Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Bachelor’s degree in Hospitality Management, Revenue Management, Business Administration, or a related field.
• Minimum of 3-5 years of experience in a luxury hotel environment, with a focus on reservations management
• Knowledge of local market
• Proficiency in revenue management systems and Property Management Systems (PMS).
• Strong analytical skills with advanced proficiency in Excel.
• Excellent interpersonal and communication skills, with a strong commitment to delivering exceptional guest experiences.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strategic thinker with strong problem-solving skills.
• Detail-oriented with excellent organizational and multitasking abilities.
• Positive attitude
• Good communication skills
• Strong leadership skills and previous experience of managing a team
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work under pressure
• Ability to work on their own