Reservations Manager

Position Overview

The Reservations Manager oversees the daily operations of the reservations department, ensuring accurate and efficient booking processing across all channels. This role focuses on maximizing revenue through strategic inventory and rate management, while leading the reservations and front office team to deliver exceptional guest service. The ideal candidate is detail-oriented, data-driven, and passionate about creating a seamless guest experience from the first point of contact.

Key Responsibilities

Reservations and Revenue Management

• Oversee day-to-day reservations operations, ensuring accurate and efficient handling of bookings across all channels including direct, Online Travel Agents (OTAs), and third-party platforms.
• Manage and optimize room inventory, room rates, and allocation strategies to maximize occupancy and revenue.
• Monitor and maintain accurate hostel information, availability, and rate parity across all online distribution channels.
• Contribute to the development and execution of promotional offers and packages in coordination with the sales team.
• Analyze booking trends, track performance metrics, and prepare regular reservations reports with recommendations for improvement.
• Handle all group booking, allotment, rooming list to ensure all are follow up in timely manner.

Team Leadership and Supervision

• Supervise, train, and motivate the reservations and front office team to consistently deliver excellent customer service.
• Conduct regular team meetings and training sessions to communicate updates, reinforce standards, and address performance gaps.
• Provide ongoing coaching and conduct performance evaluations to support team development.

Coordination and Communication

• Coordinate closely with sales, front office, and housekeeping departments to ensure smooth guest arrivals and departures.
• Serve as the primary point of contact for resolving booking-related issues, guest inquiries, and special requests in a timely and professional manner.
• Liaise with external partners including OTA representatives to resolve technical issues or platform discrepancies.

Procedures and Compliance

• Implement and maintain reservation procedures and service standards aligned with Runway 1331 - Enlight policies.
• Ensure all guest data and payment information is handled securely and in full compliance with privacy regulations.
• Identify opportunities for process improvement and system enhancements to increase efficiency and guest satisfaction.

Technical Proficiency

• Utilize property management systems (PMS) such as Cambridge, to manage reservations, rates, and guest data.
• Navigate and manage Online Travel Agent platforms (e.g., Hostelworld, Booking.com, Agoda) to optimize visibility and performance.
• Demonstrate proficiency in Microsoft Office applications, particularly Excel, for reporting and data analysis.