Reservations Manager

EOS Hospitality•Harwich, MA

1d•$75,000 - $85,000

About The Position

The Reservations Manager is responsible for managing all aspects of the reservations process, including individual bookings, group blocks, inventory management, and systems oversight. This role requires a strong understanding of revenue management principles, exceptional communication skills, and a commitment to accuracy and guest satisfaction. The ideal candidate has leadership experience, deep familiarity with Opera (PMS), and the ability to cultivate a seamless and personalized reservations experience that supports the resort’s operational and revenue goals.

Requirements

Bachelor’s degree in Hospitality Management or related field preferred
3–5 years of reservations or front office experience, ideally in a luxury or Forbes-rated property
Prior Opera PMS experience required
Strong understanding of revenue management, distribution channels, and hotel inventory strategies
Exceptional organizational skills, attention to detail, and ability to manage multiple priorities
Strong written and verbal communication skills
Ability to lead with poise, professionalism, and a guest-first mindset
Proficiency in Microsoft Office and familiarity with CRM, call center software, and digital booking tools
Ability to work flexible hours including weekends or holidays during peak periods

Responsibilities

Oversee the day-to-day operations of the Reservations department, ensuring timely, accurate, and professional handling of all guest inquiries and bookings
Maintain Forbes Five-Star standards in every interaction, providing personalized, anticipatory service
Ensure all reservations team members follow established protocols, upsell appropriately, and communicate guest preferences clearly to operational departments
Partner closely with the Director of Revenue Management to monitor room availability, rate strategies, and booking pace
Manage inventory across all channels, ensuring accuracy and alignment with revenue objectives
Assist in forecasting, revenue analysis, and performance reporting as needed
Oversee group room blocks, including setup, monitoring, pickup analysis, and collaboration with the Sales team
Ensure group contracts, cutoff dates, and rooming lists are managed with precision and strong communication
Maintain deep working knowledge of Opera and related systems to ensure accurate data entry, configuration, and reporting
Work collaboratively with IT and third-party partners to resolve system issues or enhance performance
Ensure proper documentation, SOPs, and workflows are in place and followed consistently
Lead, mentor, and support the Reservations team, focusing on accuracy, professionalism, and growth
Conduct regular training to ensure team members are knowledgeable about room types, packages, promotions, and resort programming
Provide clear performance expectations, feedback, and ongoing development opportunities