Reservations Manager

Directly Reports to: Head of Sales and Marketing

Direct Supervision: Reservations Executives and Intern

Broad function:

The Reservations Manager is responsible for managing the Hotel’s reservation systems, the department staff, room inventory including forecasts, reports, optimizing revenue opportunities and ensuring exceptional guest service.

The role holder will also be responsible for managing the travel agent bookings, both inbound and outbound.

Primary duties and responsibilities:

• Lead and manage the reservations team, providing guidance, support, and ongoing training to ensure high performance and productivity.
• Manages communication with the Front Office and Sales Teams to ensure all information is detailed and accurate to ensure smooth allocation of rooms and check in.
• Ensures that all bookings received are charted in the reservations systems on a daily basis under the correct room category and rate code.
• Manages group reservations and ensures amendments and cancellations are promptly updated prior to check in.
• Communicates booking status to clients and travel partners.
• Documents previous day’s activities at the hotel and notes any booking and reservation errors.
• Handles all customer queries efficiently.
• Answering and attending to calls and reservations emails in a diligently and timely manner.
• Generates rate check reports, as well as weekly and monthly sales forecasts.
• Ensures correct pricing in the system and ensures the team clearly understands contract and rack rates.
• Ensures proper filing of records pertaining to the department.
• Manages any over-bookings in the system and takes responsibility for out-bookings where necessary.
• Enforces payment and cancellation procedures.
• Develops reservations SOPS, trains all staff and monitors compliance.
• Charts all agents’ allocation bookings and manages release periods.
• Keeps clear records of all agents programs and database of all agents’ contacts.
• Networks with competitor reservations agents to get occupancy reports.
• Collaborate with the sales and marketing team to develop and execute targeted sales and promotional initiatives to drive room bookings and increase revenue.
• Oversee the management of room inventory, including setting and adjusting room availability, restrictions, and rates across various distribution channels (e.g., OTAs, GDS, direct bookings).
• Implement and maintain reservation systems and technologies, ensuring they are effectively utilized and integrated with other hotel systems (e.g., property management system)
• Handle escalated guest issues and complaints related to reservations promptly and effectively, striving to resolve them to the guest’s satisfaction.
• Follow up and closed on reservations PM’s.
• Reconciles all cash collection with accounts on a daily basis and send the HO collection report daily.
• Any other duties as assigned from time to time.

QUALIFICATIONS

1. Diploma or Bachelor’s degree in Hospitality Management, Business Administration, or related field; additional certifications in revenue management or hospitality industry preferred.
2. Minimum of 3-5 years of experience in reservations management or revenue management role in the hospitality industry, preferably in a hotel setting.
3. Strong leadership and team management skills with the ability to motivate, coach, and develop team members.
4. In-depth understanding of revenue management principles, distribution channels, and pricing strategies.
5. Proficiency in using revenue management systems, reservation software, and online distribution channels
6. Analytical mindset with the ability to interpret data, generate insights, and make strategic decisions to optimize revenue performance.
7. Excellent communication, negotiation, and interpersonal skills with the ability to build and maintain relationships with internal and external stakeholders.
8. Detail-oriented with strong organizational and time management skills.
9. Ability to work under pressure and meet deadlines in a fast-paced environment.
10. Flexibility to work varying shifts, including evenings, weekends, and holidays as required.