Reservation Manager

Overview

• Lead, mentor, and supervise the reservations team, providing guidance, training, and performance feedback to ensure consistent service excellence and professional development
• Oversee the processing of all reservation requests through multiple channels (phone, GDS/CRS, internet platforms) and ensure timely confirmation, modification, or cancellation communications within established timeframes
• Manage daily correspondence prioritization and ensure all reservation inquiries are processed according to company standards and quality benchmarks
• Monitor and analyze reservation data and trends to identify opportunities for revenue optimization and implement strategic pricing and promotional initiatives
• Ensure accuracy and completeness of guest information, special requests, and stay details for upcoming arrivals, coordinating with front desk and housekeeping teams
• Develop and maintain strong relationships with regular guests and corporate clients, personalizing interactions and building loyalty through exceptional service
• Address guest complaints and reservation discrepancies with empathy and decisiveness, escalating complex issues appropriately while maintaining transparency
• Promote hotel services, facilities, and current promotions effectively, utilizing consultative selling techniques to maximize room yield and guest satisfaction
• Maintain comprehensive knowledge of hotel offerings, ACCOR Group promotions, and competitive positioning to provide accurate information and strategic recommendations
• Coordinate with the Front Desk, Credit Manager, and other departments regarding same-day reservations, payment arrangements, and guest extensions
• Implement and maintain organized filing systems for all reservation correspondence, ensuring easy retrieval and compliance with record-keeping standards
• Monitor team performance metrics, occupancy rates, and reservation conversion rates, providing regular reports and actionable insights to management
• Stay current with industry trends, reservation technologies, and best practices, recommending process improvements and system enhancements
• Perform additional duties and special projects as assigned by senior management to support organizational goals