Reservations Manager - The Langham, Boston

Langham Hospitality Group

21h•Onsite

About The Position

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will be leading with a passionate & talented Reservations & Sales team to drive for service excellence and the revenue success of The Langham, Boston, by focusing primarily the groups and social markets while in alignment with the culture and values of Langham Hospitality Group.

Requirements

Minimum 2 years of supervisory/management experience in Reservations or Front Office in a luxury hotel.
Proficient in Shiji, Synxis, third-party OTA extranets, Onyx, Word, Excel, Powerpoint.
Operational leadership with strong attention to detail
Service-driven mindset with sales awareness
Strong analytical and problem-solving skills
Effective communication and team leadership
Ability to manage priorities in a fast-paced environment
Strong organizational and time management skills
Digital dexterity, e.g. using computer keyboard, computer/software applications
Stand, sit, reach, grasp, lift/carry, walk, climb, kneel, squat, bend, push/pull.
Legally authorized to work in the United States

Nice To Haves

Undergraduate degree preferred.

Responsibilities

Partner with Revenue Management to ensure accurate execution of pricing, inventory, and distribution strategies within the reservations function.
Focus on maximizing conversion, call quality, and booking accuracy.
Monitor booking trends, call patterns, and channel production to identify opportunities to improve efficiency and conversion.
Maintain awareness of market conditions and competitor activity to support informed selling practices.
Ensure all rates, packages, and promotions are correctly loaded and consistently reflected across all booking channels.
Oversee daily Reservations Department operations, ensuring accuracy, efficiency, and adherence to brand standards. Includes answering calls and making reservations as needed.
Monitor call quality, conversion rates, and team productivity, addressing gaps through coaching and process improvement.
Ensure effective use and optimization of systems (Shiji, SynXis, OTA extranets, Onyx).
Manage scheduling, payroll, and staffing levels in alignment with business needs.
Oversee commission processing, ensuring accuracy and timeliness.
Maintain strong communication with Central Reservations to ensure consistency and alignment.
Lead and develop a high-performing reservations team through coaching, feedback, and accountability.
Foster a culture focused on service excellence, ownership, and sales through service.
Identify talent and support development through structured growth plans.
Conduct training on systems, product knowledge, and guest interaction standards ensuring all guest interactions (phone and email) reflect luxury service standards.
Continuously improve the booking experience to ensure ease, clarity, and satisfaction.
Prepare and share performance reports focused on reservations metrics (conversion, call quality, productivity).
Lead regular team meetings focused on performance, engagement, and continuous improvement.
Collaborate with Front Office, Sales, Marketing, and Revenue teams to ensure alignment and seamless execution.