Reservations Manager
Royal Lahaina Resort
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
- 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.
Vacancy posted 3 days ago
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