Head of Reservations and Revenue

Golden Limousine International•Milan, MI

4d•$85,000 - $100,000

About The Position

Golden Limousine International is seeking a Head of Reservations and Revenue to bring structure, standards, and accountability to the reservation and client support function while actively managing vehicle yield and pricing to maximize revenue per available asset. This role owns the full client lifecycle from booking through post-trip follow-up, provides inside support to the sales team, and is responsible for building measurable improvement across service quality, response time, client retention, and fleet revenue performance. The ideal candidate is operationally rigorous, analytically capable, and client-obsessed, with the ability to translate process discipline and pricing strategy into results consistent with a premium brand.

Requirements

5 or more years of experience in client services, operations, reservations, or revenue management, preferably in transportation, hospitality, or a service-intensive industry
Working knowledge of yield or revenue management principles, including demand-based pricing and utilization analysis
Demonstrated ability to build process and accountability where informal systems exist today
Strong written and verbal communication skills; comfortable representing a premium brand in every client interaction
Experience managing or leading a small team with clear performance expectations
Proficiency with CRM platforms, reservation systems, or fleet management tools
Detail-oriented with strong follow-through; capable of managing multiple priorities without dropping the ball

Nice To Haves

Familiarity with luxury or charter transportation operations
Experience with revenue management systems or demand forecasting tools
Background supporting a sales team in a B2B or corporate account environment
Comfort with metrics-driven management and reporting

Responsibilities

Own end-to-end reservations intake, confirmation, and accuracy for all vehicle and service categories
Establish and enforce booking standards, confirmation workflows, and change/cancellation protocols
Identify and close gaps in current reservation processes that create errors, delays, or client friction
Partner with dispatch and operations to ensure seamless handoff from booking to execution
Manage pricing and availability across the fleet to maximize revenue per available vehicle, adjusting rates based on demand, lead time, season, and booking patterns
Develop and maintain a yield framework that balances fleet utilization with rate integrity, protecting the brand from commoditization
Analyze booking trends, cancellation patterns, and capacity constraints to inform pricing decisions and availability controls
Set and track revenue KPIs including revenue per available vehicle, average booking value, and utilization rate by vehicle category
Evaluate and recommend technology or tools that improve yield visibility and pricing agility
Serve as the escalation point for client issues and complaints, resolving with urgency and professionalism
Build and manage a client follow-up cadence that reinforces retention and generates repeat business
Set and track service-level standards for response time, issue resolution, and client satisfaction
Develop and maintain service recovery protocols that protect client relationships when things go wrong
Support the sales team with quote preparation, proposal coordination, and account follow-through
Manage inbound leads and inquiries that require reservation or service detail before handoff to sales
Maintain accurate client and account data to support sales pipeline visibility and outreach
Identify upsell and service expansion opportunities within the existing client base
Define, document, and train the team on standard operating procedures for all client-facing functions
Build and report on KPIs covering booking accuracy, response time, client satisfaction, retention, and revenue performance
Hold the team to performance standards and provide regular coaching and feedback
Identify technology and tool improvements that reduce friction and increase visibility across the function