About the role
- Oversee the daily operations of the reservations department, ensuring exceptional, friendly, and engaging service at every guest touchpoint.
- Lead, coach, and motivate the reservations team to achieve departmental objectives, service standards, and performance targets.
- Maximize room revenue through effective upselling, cross-selling, yield management, and implementation of revenue optimization strategies in coordination with the Revenue Management team.
- Monitor room availability, occupancy, booking patterns, reservation pace, and cancellation trends to support business performance and revenue growth.
- Ensure all reservation requests, group bookings, rooming lists, amendments, and cancellations are handled accurately and efficiently in accordance with established procedures.
- Review reservations, guest profiles, special requests, and booking information to ensure accuracy and enhance the overall guest experience.
- Collaborate closely with Front Office, Sales, Revenue Management, and other departments to ensure seamless communication and smooth operational coordination.
- Handle guest inquiries, special requests, and reservation-related concerns professionally, ensuring timely resolution and high levels of guest satisfaction.
- Monitor reservations performance, prepare operational reports, and identify opportunities to improve productivity, service quality, and revenue generation.
- Ensure compliance with brand standards, hotel policies, standard operating procedures, and data confidentiality requirements.
- Support the implementation of reservations strategies, systems, and processes to enhance operational efficiency and achieve departmental goals.
- Bachelor’s degree or diploma in Hotel Management, Hospitality, Tourism, or a related field.
- Minimum 3–5 years of experience in hotel reservations, preferably with a luxury or upscale hotel brand, including at least 1–2 years in a supervisory or team leadership role.
- Strong knowledge of hotel reservation systems (PMS), Central Reservation Systems (CRS), channel management, and online travel agency (OTA) platforms.
- Good understanding of revenue management principles, room inventory control, yield management, upselling, and forecasting.
- Excellent communication, interpersonal, leadership, and team management skills.
- Strong analytical, organizational, and problem-solving abilities, with attention to detail and accuracy.
- Proficiency in Microsoft Office applications, particularly Excel, and hotel reservation reporting tools.
- Ability to handle guest inquiries, special requests, and escalated concerns professionally while maintaining high service standards.
- Excellent command of written and spoken English; knowledge of additional languages will be an advantage.
- Customer-focused mindset with a commitment to delivering exceptional guest experiences and achieving departmental revenue targets.