Reservations Manager (Hotel Emma)
About The Position
Hotel Emma is seeking an experienced, service‑driven Reservations Manager to lead the daily operations of the Reservations, PBX, and Group Rooms coordination functions in a luxury, independent hotel environment. This role is responsible for guiding the people, processes, and day‑to‑day decisions that shape each guest’s experience before arrival and throughout their stay. The Reservations Manager serves as a hands‑on operational leader—supporting booking excellence, thoughtful room planning, and polished guest communications—while providing steady leadership during both routine operations and high‑impact arrival periods.
Requirements
- 3+ years experience in hotel reservations, rooms operations, or hospitality leadership (luxury environment preferred)
- Strong judgment and comfort making operational decisions in a live hotel setting
- Excellent communication and team‑coaching skills
- High attention to detail and organization
- A calm, polished, and approachable leadership presence
Responsibilities
- Lead the day‑to‑day reservations operation with a strong focus on accuracy, clarity, and hospitality
- Support thoughtful room planning and guest placement to protect arrival quality and guest experience
- Ensure reservation conversations reflect confidence, warmth, and a luxury service mindset
- Maintain high standards for reservation accuracy, documentation, and follow‑through
- Support daily room readiness by helping resolve availability challenges and last‑minute changes
- Apply sound judgment to operational decisions that support guests and hotel teams during busy or changing conditions
- Provide leadership oversight for group room coordination to support smooth arrivals and transitions
- Partner with hotel teams to ensure group room details, rooming lists, and special requests are handled accurately and consistently
- Help maintain organization, clarity, and readiness for group stays
- Directly manage reservation team members supporting guest bookings and hotel communications
- Provide training, coaching, and feedback to promote consistency, confidence, and accountability
- Foster a calm, professional, and guest‑focused service culture
- Work closely with hotel departments to support informed arrivals and responsive guest service
- Serve as a reliable point of coordination for reservations‑related execution and planning
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
