The Reservations Manager is responsible for leading and managing the reservations function to maximise occupancy and revenue. This role ensures the efficient handling of all bookings, implements effective reservation strategies, and maintains the highest standards of customer service. The position requires strong leadership skills, commercial acumen, and in-depth knowledge of booking systems and revenue management.
Key Responsibilities:
- Oversee the daily operations of the reservations department, ensuring all enquiries and bookings are processed accurately and in a timely manner.
- Develop and implement strategic initiatives to optimise occupancy, yield, and revenue.
- Maintain and improve procedures related to reservations, cancellations, and group bookings.
- Ensure all systems (PMS, CRS, channel managers) are updated with accurate availability and rate information.
- Collaborate with Revenue Management and Sales teams to support pricing strategies and promotional activity.
- Train, develop and manage the reservations team, ensuring performance standards and service levels are consistently achieved.
- Prepare reports and analyse booking trends, providing insights and recommendations to senior management.
- Build strong relationships with external partners including travel agents, OTAs, corporate clients, and DMCs.
- Handle high-level or VIP reservations and assist with complex booking requirements when necessary.
- Monitor customer feedback and reservation-related issues to drive continuous improvement.
Key Requirements:
- Proven experience in a reservations leadership role within hospitality, travel, or related sectors.
- Strong understanding of reservations systems and revenue management principles.
- Experience with Property Management Systems (PMS), Central Reservation Systems (CRS), and online distribution platforms.
- Excellent communication, leadership, and organisational skills.
- Ability to analyse data and translate insights into operational improvements.
- Customer-focused with a proactive and solution-oriented mindset.
- Flexible and adaptable, able to work under pressure and meet deadlines.