To be responsible for managing the reservations’ department process and operation in the properties, by coaching and motivating the team to deliver quality guest service and meet financial targets for the property.

Duties & Responsibilities

• Oversee and manage the hotel's reservations operations, ensuring effective and efficient processes
• Collaborate with the revenue director to optimize room availability and pricing strategies
• Monitor and analyze reservation trends, market conditions, and competitor activity to identify opportunities and implement strategies
• Manage the hotel's reservation system, including inventory management, rate updates, and system integrations
• Manage Webhotelier, Primal Res & extranet channels GDS, B2B & B2C
• Train and develop the reservations team to deliver exceptional customer service and exceed performance targets
• Handle guest inquiries, complaints, and special requests, ensuring timely and satisfactory resolution
• Build and maintain strong relationships with guests, travel agents, and corporate clients
• Prepare and analyze reports on reservation data, occupancy rates, and revenue performance
• Work closely with other departments, such as front office, sales, and marketing, to maximize revenue opportunities and ensure a seamless guest experience

Qualifications

• Bachelor’s Degree preferably in Hospitality Management.
• Proven experience in a similar role, within a luxury hotel environment
• In-depth knowledge of Hotel Systems (Protel), Reservation systems, Webhotelier, Primal Res & extranet channels GDS, B2B & B2C
• Strong analytical and numerical skills, with the ability to interpret and act upon data
• Excellent communication and interpersonal skills, with a customer-centric mindset
• Proficiency in English (verbal and written), additional languages are a plus
• Detail-oriented with strong organizational and multitasking abilities
• Ability to lead and motivate a team to achieve goals and deliver exceptional service