Reservation Manager

Job Summary:

The Reservations Manager is responsible for managing the daily operations of the reservations department. This role focuses on maximising room occupancy and average daily rates (ADR) through strategic inventory control and dynamic pricing. The ideal candidate will lead a team of reservation agents, coordinate with cross-functional departments, and ensure a seamless, high-quality pre-arrival experience for all guests.

Key Responsibilities:

• Operations & Inventory Management

• Oversee all booking channels, including direct calls, emails, central reservation systems (CRS), and Online Travel Agencies (OTAs).

• Control room inventory and allocations across platforms like Property Management Systems (PMS) and channel managers to prevent overbookings.

• Manage overbooking situations strategically by collaborating with the front desk to handle re-routing and guest compensation smoothly.

• Process cancellations, no-shows, and deposit updates according to company policy.

• End of the month booking reconciliation for finance to proceed payment to supplier

Revenue Optimization & Strategy:

• Partner with the Revenue Manager and Sales & Marketing teams to implement dynamic pricing plans and target forecasted goals.

• Monitor and analyze pick up trends, demand patterns, and competitor pricing to adjust availability.

• Assist in preparing monthly operations reports, occupancy forecasts, and departmental budgets.

Team Leadership & Quality Assurance:

• Recruit, train, and mentor the reservations team, establishing clear Standard Operating Procedures (SOPs).

• Drive internal sales by coaching the team on upselling techniques for rooms, facilities, and packages.

• Handle escalated customer complaints regarding bookings with empathy and fast resolution.

Cross-Department Collaboration:

• Work tightly with Housekeeping, the Front Office, and Guest Relations to ensure special requests are communicated ahead of arrival.

• Coordinate with the Sales team to manage group room blocks, corporate accounts, and travel agent allotments.