Reservations Manager

Pacific Hospitality Group•Napa, CA

39d

About The Position

You will lead the Reservations Department, ensuring the seamless management of guest room inventory, rates, and booking processes. You'll oversee a team including the Reservations Supervisor, Reservations Coordinator, and Group Rooms Coordinators (GRCs), driving excellence in service delivery, data accuracy, and conversion performance. Your leadership will help optimize revenue, enhance guest satisfaction, and maintain alignment between the Sales, Revenue Management, and Front Office teams.

Requirements

Proven leadership in a reservations or front office management role, ideally within a luxury or upscale hotel environment.
Strong analytical mindset with experience in revenue systems, rate structures, and forecasting.
Excellent communication and interpersonal skills with a focus on coaching and team development.
Solid understanding of hotel operations and cross-departmental collaboration.
Commitment to guest satisfaction and service excellence.
High attention to detail, organization, and ability to multitask in a fast-paced setting.
Ability to work collaboratively across departments under time-sensitive deadlines.
Analytical and data-driven decision-making capabilities.
Exceptional accuracy and concentration when managing complex reservations data.
Capacity to lead and motivate diverse team members while maintaining composure under pressure.
Extended periods of computer use
Flexibility to work weekends or holidays as business demands require.

Nice To Haves

Experience with property management systems (Infor HMS) and central reservation systems (SynXis).
Previous involvement in group management processes, including rooming list handling and attrition monitoring.
Familiarity with sales and revenue reporting tools.
Hospitality degree or equivalent combination of education and work experience.
Strong communication skills.

Responsibilities

Lead, train, and motivate the Reservations team to ensure consistent service quality and accuracy.
Oversee daily operations including individual and group reservations, ensuring timely and precise input of bookings, modifications, and cancellations.
Collaborate with Revenue Management to ensure rate integrity, inventory control, and alignment with pricing strategies.
Review daily reports for pickup, forecast accuracy, and booking pace to identify trends and opportunities.
Maintain close coordination with the Sales department to ensure group blocks, rooming lists, and cutoff dates are managed effectively.
Ensure that all team members follow established reservation and revenue procedures, including handling of deposits, billing instructions, and special requests.
Analyze call conversion metrics and implement process improvements to maximize sales efficiency.
Monitor team performance, conduct regular coaching sessions, and manage schedules to support operational needs.
Partner with Marketing to support special offers, packages, and promotions through the reservations channel.
Oversee training programs to maintain high levels of product knowledge and service consistency.
Maintain data integrity in PMS and CRS systems, ensuring all bookings reflect current policies, rates, and availability.