Reservations Manager (Hotel Emma)

Job Description

Job Description

Hotel Emma is seeking an experienced, service‑driven Reservations Manager to lead the daily operations of the Reservations, PBX, and Group Rooms coordination functions in a luxury, independent hotel environment. This role is responsible for guiding the people, processes, and day‑to‑day decisions that shape each guest’s experience before arrival and throughout their stay.

The Reservations Manager serves as a hands‑on operational leader—supporting booking excellence, thoughtful room planning, and polished guest communications—while providing steady leadership during both routine operations and high‑impact arrival periods.

Key Responsibilities

Reservations & Guest Experience Leadership

• Lead the day‑to‑day reservations operation with a strong focus on accuracy, clarity, and hospitality
• Support thoughtful room planning and guest placement to protect arrival quality and guest experience
• Ensure reservation conversations reflect confidence, warmth, and a luxury service mindset

Operational Readiness & Execution

• Maintain high standards for reservation accuracy, documentation, and follow‑through
• Support daily room readiness by helping resolve availability challenges and last‑minute changes
• Apply sound judgment to operational decisions that support guests and hotel teams during busy or changing conditions

Group Rooms & Arrival Coordination

• Provide leadership oversight for group room coordination to support smooth arrivals and transitions
• Partner with hotel teams to ensure group room details, rooming lists, and special requests are handled accurately and consistently
• Help maintain organization, clarity, and readiness for group stays

Team Leadership & Development

• Directly manage reservation team members supporting guest bookings and hotel communications
• Provide training, coaching, and feedback to promote consistency, confidence, and accountability
• Foster a calm, professional, and guest‑focused service culture

Collaboration & Communication

• Work closely with hotel departments to support informed arrivals and responsive guest service
• Serve as a reliable point of coordination for reservations‑related execution and planning

What Success Looks Like

• Guests feel welcomed, informed, and confident before arrival
• Reservations and room plans are accurate, complete, and operationally sound
• Special situations are handled smoothly and with care
• Team members feel supported, prepared, and engaged
• The reservations operation runs steadily during both routine and high‑volume periods

Qualifications

• 3+ years experience in hotel reservations, rooms operations, or hospitality leadership (luxury environment preferred)
• Strong judgment and comfort making operational decisions in a live hotel setting
• Excellent communication and team‑coaching skills
• High attention to detail and organization
• A calm, polished, and approachable leadership presence

Schedule & Work Style Expectations

• This role supports time‑sensitive guest interactions and arrival windows
• Flexibility is required during peak demand periods, major arrivals, weekends, or holidays
• Primarily office‑based with extended phone and computer use