Reservations Manager

Reservations Manager We are seeking an experienced, service-driven Reservations Manager to lead the reservations department for a luxury hotel. This individual will be responsible for maximizing revenue opportunities, ensuring reservation accuracy, and maintaining exceptional guest service standards. The ideal candidate is a strong leader with excellent communication skills, advanced knowledge of hotel reservation systems, and a passion for delivering outstanding guest experiences. Responsibilities Key Responsibilities Manage the day-to-day operations of the Reservations Department. Lead, coach, train, and develop reservation agents to achieve departmental goals and service standards. Monitor reservation activity, room inventory, and booking trends to maximize occupancy and revenue. Ensure accuracy of reservations, room assignments, rate codes, packages, and market segment coding. Work closely with Revenue Management, Front Office, and Sales, to optimize hotel performance. Maintain and troubleshoot reservation system configurations and inventory controls. Handle VIP reservations, escalated guest requests, and service recovery situations professionally. Monitor call quality, guest satisfaction, and response times to ensure a luxury guest experience. Prepare and analyze reservations reports using Excel and other hotel systems. Ensure that all reservations, policies, procedures, and brand standards are followed. Qualifications Key Qualifications Minimum 3-5 years of hotel reservations experience, with at least 2 years in a supervisory or management role. Previous luxury hotel experience preferred. Strong knowledge of OPERA V5 and OPERA Cloud PMS required. Advanced Microsoft Excel skills Excellent phone etiquette with a professional, guest-focused communication style. Proven leadership ability with experience managing, coaching, and motivating teams. Strong organizational and time-management skills. Ability to work in a fast-paced environment while maintaining exceptional attention to detail.