Reservations Manager
About The Position
The Reservations Manager is responsible for leading the day-to-day operation of the Reservations Department while maximizing room revenue opportunities and ensuring an exceptional guest experience from the first point of contact through arrival. This role acts as a central partner between Reservations, Front Office, Sales, Revenue Management and other operational departments to ensure inventory integrity, reservation accuracy and a seamless guest experience. The Reservations Manager is responsible for supervising and developing the Reservations team, overseeing forecasting and reporting, managing group and transient inventory, and maintaining the highest standards of service consistent with Appellation's luxury hospitality experience. This is an exempt leadership position requiring independent judgment, sound decision-making and strong attention to detail.
Requirements
- Minimum three years of reservations experience in a luxury or ultra-luxury hotel environment, with at least one year in a supervisory or management capacity.
- Proficiency in hotel property management and reservations systems required.
- Strong analytical skills with the ability to interpret occupancy, booking pace and revenue reports.
- Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow through on multiple tasks simultaneously; remain calm and exercise sound judgment under pressure; anticipate guest needs; build strong working relationships across departments; maintain confidentiality; and lead a team with professionalism and accountability.
- Must be able to exert physical effort in transporting up to 25 pounds, move throughout various work areas, remain stationary for extended periods, and effectively communicate with guests and team members.
- Required to speak, read and write English fluently.
Nice To Haves
- Bachelor's degree preferred or an equivalent combination of education and hospitality experience.
- Experience with forecasting, inventory management, reporting and revenue optimization tools preferred.
- Additional language proficiency preferred.
Responsibilities
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure service standards are maintained at a superior level daily.
- Lead, coach and develop Reservations Agents, providing daily direction, performance feedback and ongoing training to ensure exceptional guest service and operational excellence.
- Oversee all aspects of the reservations function, ensuring reservation accuracy, inventory control and proper rate management.
- Act as a central partner between Reservations, Front Office, Sales, Revenue Management and other operational departments to ensure alignment, seamless communication and operational efficiency.
- Participate in daily, weekly and monthly forecasting processes and provide accurate reporting to support occupancy, revenue and labor planning.
- Monitor booking pace, occupancy trends and market demand, identifying opportunities to maximize room revenue while maintaining inventory integrity.
- Manage and reconcile all advance deposits, ensuring accuracy and timely follow-up.
- Coordinate all group reservations, including rooming lists, inventory management, billing instructions and communication with Sales and Events teams.
- Develop, maintain and distribute reports related to occupancy, booking pace, cancellations, pickup and month-end performance.
- Support and train Front Office and operational leaders on reservation procedures, systems and best practices.
- Maintain the annual calendar of sold-out dates, special events and high-demand periods.
- Ensure all reservation correspondence is timely, accurate and reflective of the property's luxury service standards.
- Cultivate the guest journey prior to arrival by identifying opportunities to connect guests with dining, wellness and curated experiences that enhance their stay and deepen their connection to the property.
- Respond to escalated guest concerns, service recovery opportunities and reservation discrepancies in a professional and timely manner.
- Exercise independent judgment and discretion regarding inventory management, guest accommodations and operational decisions, escalating matters as appropriate.
- Attend departmental and leadership meetings and communicate pertinent information to team members.
- Perform all other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
