Reservation Manager

Reservations Manager Job Description

The Reservations Manager oversees and manages the daily operations of the hotel's reservations department, ensuring smooth and efficient processes.

Responsibilities include :

• Developing and maintaining the department schedule to ensure appropriate coverage, minimize call loss, and maximize bookings.
• Supervising and training reservations staff, providing guidance and ongoing performance feedback.
• Handling complex guest inquiries, resolving issues, and maximizing guest satisfaction without revenue loss.
• Ensuring exceptional customer service by promptly responding to inquiries, requests, and complaints.
• Collaborating with other hotel departments to ensure seamless guest experiences and effective communication.
• Maintaining positive relationships with guests, travel agents, corporate clients, and stakeholders.
• Anticipating guest needs and personalizing services to enhance their experience.
• Managing reservation changes, cancellations, and special requests professionally and efficiently.
• Generating regular reports on reservation statistics, occupancy, and revenue performance.
• Fostering a positive, collaborative work environment within the reservations team.
• Coordinating with other departments such as front office, sales, and marketing to ensure operational efficiency.
• Conducting regular team meetings to communicate updates, goals, and performance expectations.
• Conducting annual reviews and recommending succession plans for employee development to ensure department sustainability.
• Monitoring reservation and revenue systems to ensure accurate availability, rates, and inventory across channels.
• Developing action plans to meet daily, monthly, and yearly KPIs.
• Completing forecasting for rooms to project demand and bookings for groups and transient guests, short and long term.
• Maintaining records related to market segments, pace numbers, forecasts, and other data.
• Updating stay restrictions and rate changes reflecting the hotel's selling strategy based on market demand.
• Recording competitive set pricing and yield strategies, analyzing market opportunities.
• Ensuring timely handling and resolution of rate leakages, utilizing Fornova system for connected partners.
• Developing and implementing strategies to optimize room revenue and occupancy levels.
• Analyzing market trends, competitor pricing, and demand patterns in collaboration with the Cluster Director of Revenue Management.
• Monitoring and adjusting room rates based on market conditions and demand fluctuations.
• Ensuring rate plans are correctly indexed, loaded, and distributed to all channels.
• Using revenue management tools and systems to forecast demand and maximize revenue potential.
• Analyzing data to identify trends, opportunities, and areas for improvement, providing insights and recommendations to management.
• Evaluating group rates for high-demand exhibitions.
• Preparing weekly RevMax meetings and coordinating with departments for slide completion.

Qualifications :

Additional Information :

Team and Environment :

Are you ready to put your heart at the center of your work? Join our team of Heartists and be part of a professional, enthusiastic, and rewarding environment.

Remote Work : No

Employment Type : Full-time

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