Hotel Innkeeper

About Langham Hospitality Group A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

Primary objective of position Provide operational leadership to the Reservations Department, ensuring efficient execution of booking processes, strong conversion performance, and exceptional service standards. This role focuses on optimizing reservation workflows, supporting pricing and inventory strategies in partnership with Revenue Management, and developing a high-performing team aligned with luxury service expectations.

Key responsibilities Partner with Revenue Management to ensure accurate execution of pricing, inventory, and distribution strategies within the reservations function.

Focus on maximizing conversion, call quality, and booking accuracy.

Maintain awareness of market conditions and competitor activity to support informed selling practices.

Oversee daily Reservations Department operations, ensuring accuracy, efficiency, and adherence to brand standards. Monitor call quality, conversion rates, and team productivity, addressing gaps through coaching and process improvement.

Manage scheduling, payroll, and staffing levels in alignment with business needs.

Foster a culture focused on service excellence, ownership, and sales through service.

Identify talent and support development through structured growth plans.

Conduct training on systems, product knowledge, and guest interaction standards ensuring all guest interactions (phone and email) reflect luxury service standards.

Prepare and share performance reports focused on reservations metrics (conversion, call quality, productivity).

Lead regular team meetings focused on performance, engagement, and continuous improvement.

Collaborate with Front Office, Sales, Marketing, and Revenue teams to ensure alignment and seamless execution.

Service-driven mindset with sales awareness

Ability to manage priorities in a fast-paced environment

Strong organizational and time management skills

Digital dexterity, e.g. using computer keyboard, computer/software applications

Education / Experience / Licenses or Certificates / Required Undergraduate degree preferred.

Minimum 2 years of supervisory/management experience in Reservations or Front Office in a luxury hotel.

Proficient in Shiji, SynXis, third-party OTA extranets, Onyx, Word, Excel, Powerpoint.